Meeting the needs of customers, making it easy and --------are the 3 key activities organisations are required to undertake to attain CX leadership.OPTION ACTIONProviding quality assurance Letting them enjoy doing business Providing customer service Escalating customer complaints

The 5 key CX initiatives are, Customer First Culture, Customer Journey Mapping, CX Governance, Customer Communication Feedback, and Insights andOPTION ACTIONMonitoring Training and Monitoring Training and Evaluation Training

What does the CX Policy seek to achieve?OPTION ACTIONEstablishing standards, rules and principles that govern CX across the bank. Establishing rules and principles for how customer interactions should be conducted. Promote inconsistencies. Foster cross-functional collaboration

Which THREE business activities are considered critical for network businesses?1 pointInbound logisticsNetwork promotion and contract managementPlatform operationOperationsService provisioning

What is the primary aim of CX metrics such as NPS CSAT and CES?OPTION ACTIONMeasuring employee performance Understanding customer sentiment Analyzing financial performance Measuring Customer satisfaction and loyalty

Which of the following play the two most key roles in helping organizations achieve superior quality, efficiency, innovation, and responsiveness to customers?Multiple select question.Value-chain managementFinancial managementMarketingFunctional strategy