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Qualtrics Platform Essentials (L1) - EX
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Qualtrics Platform Essentials (L1) - EXAn 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?
- Technology
- Culture
- Competency
- Execution - ANS-- Culture
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?
- Culture
- Proficiency
- Competency
- Technology - ANS-- Proficiency
The operating framework for XM is based on Culture, Competency and Technology.
An organization collects data about a future interaction to understand the potential
reaction to the interaction.
What kind of data is being collected?
- Experience Expectations
- Ad Hoc Diagnostics
- Relationship Attitudes
- Choice Preferences - ANS-- Experience Expectations
,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.
- Employee Management
- Culture Management
- Customer Management
- Experience Management (XM) - ANS-- Experience Management (XM)
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?)
- Loyalty Status
- Mobile Number
- Region
- Overall Satisfaction - ANS-- Overall Satisfaction
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?
- An organization makes a change after it is suggested by customers
- An organization becomes aware of a strength that they were not aware of and
capitalizes on it
- An organization adds new resources that will be beneficial
- All of the above - ANS-- All of the above
Positive Insights are usually found when an organization collects experience data and
finds ways to improve and continue to grow.
A(n) ____ is a moment of truth that affects the human components of your business.
- Experience
- Gap
, - Insight
- Opportunity - ANS-- Experience
This is how Qualtrics defines an Experience. One example of this would be a customer
using a brand new product for the first time.
Product satisfaction is an example of O data. True or false? - ANS-- False
O Data is data that is collected as part of the normal course of business that does not
measure satisfaction. Data such as phone number, email and region are considered O
Data.
Which of the following is an example of Operational Data (O-Data)?
- Customer ID
- Satisfaction Rating
- Net Promoter Score (NPS)
- Employee Engagement - ANS-- Customer ID
O Data is data that is collected as part of the normal course of business that does not
measure satisfaction or the human element of an experience. Data such as Location,
State, Employee ID, Tenure, Region, etc can be considered O Data.
An organization identifies issues in their service delivery operations and sets out to write
questions that will aid in collecting data related to those issues. This is an example of
XM, true or false? - ANS-- True
It is important to make every question in your survey count so that each one of them
gives you insight into a potential issue or area of growth.
Each of the choices below is a step in the recommended workflow for creating a survey
project. What is the first step you should take?
- Setting a survey length
- Setting your research objectives
- Producing your answer choices
- Planning the order of your questions - ANS-- Setting your research objectives
It is important to start out by setting your research objectives because this will help you
identify which and how many questions you need to collect the necessary data.
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