Qualtrics: XM Fundamentals Certification Questions With
Complete Solutions
3 critical capabilities of XM Correct Answers continuously
learn, propagate insights, and rapidly adapt
Absorption Correct Answers as the organization absorbs the
infusion, the initial changes are shaped by organic resistance and
adjustment
account management Correct Answers - most typically
addresses the unique needs of B2B customer experiences
- account retention, health, and expansion
- can help the organization understand the CX
diagnose key drivers of the customer relationship
- improve revenue with predictions and recommended actions
ACTIVATE Correct Answers create the appropriate skills,
support, and motivation
ACTIVATE Skills Correct Answers Ecosystem
Communications, Expertise Building, Role-Based Enablement
behaviors Correct Answers the real goal; the success or failure
of an organization is based on what people actually do
Benefit of an XM Maturity Model Correct Answers - it
provides a roadmap for how organizations go about mastering
the 6XM Competencies and 20XM Skills
- it helps the organization recognize the essential capabilities it
needs to have in place for XM success
,- it creates internal alignment around the design and execution of
your XM program by giving the organization a common
vocabulary to talk about XM
- it provides a structured approach to identify your program's
strengths and weaknesses
- it offers a roadmap to develop plans for making progress
towards your XM goals
Characteristics of an XM Culture Correct Answers Purpose-
led, Human-Centric, Change Minded, Evidence-Based
Cluster Analysis Correct Answers enables scaling - aggregates
cases (people) into larger, similar looking groups - very flexible
and can base clusters on demographics, behaviors,
psychographics, etc.
Common Trends Correct Answers more demanding customers
more demanding employees
shorter product life cycles
shifting brand dynamics
Competency Correct Answers a. skills and actions that
establish XM as a discipline
b. most important component of the model
c. you adopt XM by mastering competencies that are enabled by
technologies and nurtured by culture
Components of an XM Platform Correct Answers Experience
Solutions, XM Insights Engine (Listen, Understand, Act),
Experience Data Directory, Platform Management and Controls,
Integration and Ecosystem
,Culture Correct Answers a. mindsets and beliefs that encourage
and nurture XM centered behavior
b. organizational culture can help those practices spread or
inhibit them from taking hold at all
c. can be the defining factor for success or failure
customer care Correct Answers - focuses on the traditional and
emerging customer service channels
- looks to measure and improve experiences by monitoring
feedback after service transactions, follow ups to service
resolutions
- can help the organization improve the support experience by
proactively solving hotspots
- feedback can also be used to coach employees and adjust the
processes that they use so that the frontline can become more
effective
- optimize self-service support as well
customer experience Correct Answers drive loyalty and
lifetime value, while reducing costs
customer experience Correct Answers the perceptions that
customers have of their interactions with an organizations
customer journey Correct Answers a collection of interactions
a customer has with an organization; organizations need to use
the discipline of experience management to differentiate
themselves in the customers' eyes when it matters most
, CX Continuous Improvement Correct Answers 1. maintains a
cross functional process to evaluate and take actions on trends
and issues uncovered from customer insights
2. uses a well defined process for prioritizing potential areas of
improvement based on CX impact and business needs
3. tracks and reports on the status and progress of improvement
efforts
4. deploys process improvement teams to make changes to
address high-priority items
5. measures and monitors the impact of new or redesigned
experiences to confirm and communicate CX improvement
CX Continuous Improvement: Prioritization Criteria for CX
Opportunities Correct Answers 1. IMPACT - what is the effect
of the experience gap?
2. EFFORT - how difficult will it be to implement?
3. CAPABILITIES - is the organization prepared to take action?
4. FINANCIALS - what are the economic ramifications?
CX Ecosystem Communications Correct Answers - keep
employees and partners informed about the progress and and
value of XM efforts
- actions for a CX program:
1. develop and maintain a plan so everyone is informed
2. actively communicates the value of efforts
3. defines key messages through management layers and teams
4. uses feedback from influential employees to refine message
vehicles
CX Ecosystem Communications: 4 key characteristics of an
effective communications plan: Correct Answers 1. audience
Complete Solutions
3 critical capabilities of XM Correct Answers continuously
learn, propagate insights, and rapidly adapt
Absorption Correct Answers as the organization absorbs the
infusion, the initial changes are shaped by organic resistance and
adjustment
account management Correct Answers - most typically
addresses the unique needs of B2B customer experiences
- account retention, health, and expansion
- can help the organization understand the CX
diagnose key drivers of the customer relationship
- improve revenue with predictions and recommended actions
ACTIVATE Correct Answers create the appropriate skills,
support, and motivation
ACTIVATE Skills Correct Answers Ecosystem
Communications, Expertise Building, Role-Based Enablement
behaviors Correct Answers the real goal; the success or failure
of an organization is based on what people actually do
Benefit of an XM Maturity Model Correct Answers - it
provides a roadmap for how organizations go about mastering
the 6XM Competencies and 20XM Skills
- it helps the organization recognize the essential capabilities it
needs to have in place for XM success
,- it creates internal alignment around the design and execution of
your XM program by giving the organization a common
vocabulary to talk about XM
- it provides a structured approach to identify your program's
strengths and weaknesses
- it offers a roadmap to develop plans for making progress
towards your XM goals
Characteristics of an XM Culture Correct Answers Purpose-
led, Human-Centric, Change Minded, Evidence-Based
Cluster Analysis Correct Answers enables scaling - aggregates
cases (people) into larger, similar looking groups - very flexible
and can base clusters on demographics, behaviors,
psychographics, etc.
Common Trends Correct Answers more demanding customers
more demanding employees
shorter product life cycles
shifting brand dynamics
Competency Correct Answers a. skills and actions that
establish XM as a discipline
b. most important component of the model
c. you adopt XM by mastering competencies that are enabled by
technologies and nurtured by culture
Components of an XM Platform Correct Answers Experience
Solutions, XM Insights Engine (Listen, Understand, Act),
Experience Data Directory, Platform Management and Controls,
Integration and Ecosystem
,Culture Correct Answers a. mindsets and beliefs that encourage
and nurture XM centered behavior
b. organizational culture can help those practices spread or
inhibit them from taking hold at all
c. can be the defining factor for success or failure
customer care Correct Answers - focuses on the traditional and
emerging customer service channels
- looks to measure and improve experiences by monitoring
feedback after service transactions, follow ups to service
resolutions
- can help the organization improve the support experience by
proactively solving hotspots
- feedback can also be used to coach employees and adjust the
processes that they use so that the frontline can become more
effective
- optimize self-service support as well
customer experience Correct Answers drive loyalty and
lifetime value, while reducing costs
customer experience Correct Answers the perceptions that
customers have of their interactions with an organizations
customer journey Correct Answers a collection of interactions
a customer has with an organization; organizations need to use
the discipline of experience management to differentiate
themselves in the customers' eyes when it matters most
, CX Continuous Improvement Correct Answers 1. maintains a
cross functional process to evaluate and take actions on trends
and issues uncovered from customer insights
2. uses a well defined process for prioritizing potential areas of
improvement based on CX impact and business needs
3. tracks and reports on the status and progress of improvement
efforts
4. deploys process improvement teams to make changes to
address high-priority items
5. measures and monitors the impact of new or redesigned
experiences to confirm and communicate CX improvement
CX Continuous Improvement: Prioritization Criteria for CX
Opportunities Correct Answers 1. IMPACT - what is the effect
of the experience gap?
2. EFFORT - how difficult will it be to implement?
3. CAPABILITIES - is the organization prepared to take action?
4. FINANCIALS - what are the economic ramifications?
CX Ecosystem Communications Correct Answers - keep
employees and partners informed about the progress and and
value of XM efforts
- actions for a CX program:
1. develop and maintain a plan so everyone is informed
2. actively communicates the value of efforts
3. defines key messages through management layers and teams
4. uses feedback from influential employees to refine message
vehicles
CX Ecosystem Communications: 4 key characteristics of an
effective communications plan: Correct Answers 1. audience
