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Qualtrics Certification L1.
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Qualtrics Certification L1.
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Qualtrics Certification L1An organization that is consistently collecting and acting on feedback data to nurture an
environment of continuous improvement.
An organization that is consistently collecting and acting on feedback data to nurture an
environment of continuous improvement.
Which component of the XM Operating Framework is this company trying to
strengthen?
A. Technology
B. Culture
C. Competency
D. Execution - ANS-B. Culture
Culture - ANS-Culture is defined as the mindsets and beliefs that nurture XM-centric
attitudes and behaviors across an organization. The culture of an organization can
either accelerate or inhibit the spread of XM competencies. Companies need to foster
an environment that encourages XM-centric mindsets and behaviors in their leaders
and employees
Which of these is NOT a key component of the XM Operating Framework?
A. Culture
B. Proficiency
C. Competency
D. Technology - ANS-B. Proficiency
An organization collects data about a future interaction to understand the potential
reaction to the interaction.
What kind of data is being collected?
A. Experience Expectations
B. Ad Hoc Diagnostics
C. Relationship Attitudes
D. Choice Preferences - ANS-A. Experience Expectations
, Experience Expectations - ANS-Experience Expectations is how people think and feel
about a future interaction with an organization, which can be collected on a regular
cycle or periodically.
_____ is a discipline that is used to deliver improved experiences to different
stakeholders across an organization to gain competitive advantage.
A. Employee Management
B. Culture Management
C. Customer Management
D. Experience Management (XM) - ANS-D. Experience Management (XM)
Experience Management (XM) - ANS-As a discipline, XM helps organizations deliver
differentiated experiences by continuously listening to feedback, propagating insights,
and rapidly adapting to change.
Which of the following is an example of Experience data (X data?)
A. Loyalty Status
B. Mobile Number
C. Region
D. Overall Satisfaction - ANS-D. Overall Satisfaction
X data - ANS-X data is defined as data that is actively being collected from stakeholders
that helps an organization understand experiences.
What is an example of a positive insight organizations can gain from Experience
Management?
A. An organization makes a change after it is suggested by customers
B. An organization becomes aware of a strength that they were not aware of and
capitalizes on it
C. An organization adds new resources that will be beneficial
D. All of the above - ANS-D. All of the above
A(n) ____ is a moment of truth that affects the human components of your business.
A. Experience
B. Gap
C. Insight
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