1
I have deep knowledge about the concept of CX, I have already implemented strategies to increase client´s satisfaction and I have participated in projects to implement automation tools for customer relationships.
0%
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2
The company's executives know the practice of CX and they understand that it can be a competitive differential. They have this subject on their agenda and have goals related to it.
0%
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3
Our processes were structured with the customer's journey in mind and all areas have the authority to anticipate any customer demand that is outside of the process.
0%
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4
All the company's actions are guided by the information we have from customers, from campaigns and communication, leading to a personalized relationship with the customer.
0%
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1
Our executives clearly demonstrate an interest in the Data Driven practice and widely believe that this is a competitive differentiator.
0%
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2
The company's top management communicates that the Data Driven journey is the company's highest priority project.
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3
Executives have a clear vision and make decisions based on facts and data.
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4
In priority projects, the top management actively participates in the day-to-day, monitoring and quickly deciding the course of the project when there are obstacles and barriers to be broken.
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1
Each department knows what their responsibilities are regarding the data generated and stored by the company.
0%
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2
Everyone knows where to find each of the key pieces of information, as well as whoever is responsible for it. Data sources are documented and available for access.
0%
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3
Security and compliance rules are known and respected by everyone.
0%
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4
The policies, processes, and organizational structure to support enterprise data management are effective.
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1
We have all corporate data centralized in a single base, with easy access for creating new indicators and making decisions.
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2
Information is constantly updated with processes and automations to maintain information quality.
0%
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3
The company has a single data source, centralizing information about customers, suppliers, employees and the market.
0%
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4
The data is reliable and does not generate questions in meetings between departments.
0%
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1
The company has a high ability to analyze data and make fact-based decisions.
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2
Most people in the company have a clear understanding of existing dashboards and indicators.
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3
The company's main reports and dashboards are simple and efficient, based on the main KPIs and quality indicators.
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4
The company's decisions are usually assertive because they are always taken from a correct interpretation of the data.
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