Exam (elaborations)
Qualtrics Platform Essentials (L1) - EX With Complete SolutionsQualtrics Platform Essentials (L1) - EX With Complete Solutions
- Module
- Institution
Qualtrics Platform Essentials (L1) - EX With Complete Solutions
[Show more]
Seller
Follow
Content preview
10/16/24, 9:41 AMQualtrics Platform Essentials (L1) - EX
Jeremiah
Terms in this set (56)
An organization that is consistently - Culture
collecting and acting on feedback data to
nurture an environment of continuous Culture is defined as the mindsets and beliefs that nurture XM-centric attitudes and
improvement. behaviors across an organization. The culture of an organization can either
accelerate or inhibit the spread of XM competencies. Companies need to foster an
Which component of the XM Operating environment that encourages XM-centric mindsets and behaviors in their leaders and
Framework is this company trying to employees
strengthen?
- Technology
- Culture
- Competency
- Execution
Which of these is NOT a key component of - Proficiency
the XM Operating Framework?
The operating framework for XM is based on Culture, Competency and Technology.
- Culture
- Proficiency
- Competency
- Technology
An organization collects data about a - Experience Expectations
future interaction to understand the
potential reaction to the interaction. 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.
What kind of data is being collected?
- Experience Expectations
- Ad Hoc Diagnostics
- Relationship Attitudes
- Choice Preferences
1/12
, 10/16/24, 9:41 AM
_____ is a discipline that is used to deliver - Experience Management (XM)
improved experiences to different
stakeholders across an organization to gain As a discipline, XM helps organizations deliver differentiated experiences by
competitive advantage. continuously listening to feedback, propagating insights, and rapidly adapting to
change.
- Employee Management
- Culture Management
- Customer Management
- Experience Management (XM)
Which of the following is an example of - Overall Satisfaction
Experience data (X data?)
X data is defined as data that is actively being collected from stakeholders that helps
- Loyalty Status an organization understand experiences.
- Mobile Number
- Region
- Overall Satisfaction
What is an example of a positive insight - All of the above
organizations can gain from Experience
Management? Positive Insights are usually found when an organization collects experience data
and finds ways to improve and continue to grow.
- 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
A(n) ___ is a moment of truth that affects the - Experience
human components of your business.
This is how Qualtrics defines an Experience. One example of this would be a
- Experience customer using a brand new product for the first time.
- Gap
- Insight
- Opportunity
- False
Product satisfaction is an example of O
O Data is data that is collected as part of the normal course of business that does
data. True or false?
not measure satisfaction. Data such as phone number, email and region are
considered O Data.
Which of the following is an example of - Customer ID
Operational Data (O-Data)?
O Data is data that is collected as part of the normal course of business that does
- Customer ID not measure satisfaction or the human element of an experience. Data such as
- Satisfaction Rating Location, State, Employee ID, Tenure, Region, etc can be considered O Data.
- Net Promoter Score (NPS)
- Employee Engagement
An organization identifies issues in their - True
service delivery operations and sets out to
write questions that will aid in collecting It is important to make every question in your survey count so that each one of them
data related to those issues. This is an gives you insight into a potential issue or area of growth.
example of XM, true or false?
Qualtrics Platform Essentials (L1) - EX
2/12
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Denyss. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $12.49. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
77254 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy revision notes and other study material for 14 years now
