CXD- 8/12

The goal of ------ is to find which combination of variations performs the best out of all of the possible combinations on customer experience.

• experience testing

• A/B Testing

• multivariate testing

• All options

Customer experiences are driven by 3E's as per LinkedIn research 2019. They are:

• Effective, Energetic, Enormous

• Empathy, Effort, Efficiency

• Emaculating, Exemplary, Effort

• Expectation, Effort, Experimentation

Everlane, a UK based clothing brand, gained competitive advantage by introducing the idea of experiencing ----- in their CXD.

• radical transparency

• conventional styling

• sustainable fashion

• Unforgettable prices

To be able to use digital devices, communication applications, and networks to access and manage information are known:

• soft skills

• digital skills

• acquired skills

• computer skills

The impression your customers have of your brand as a whole throughout all aspects of the buyer's journey.

• User experience design

• employee experience design

• customer experience design

• user interface design

The action of understanding, being sensitive, and experiencing the feelings, thoughts, and experiences of another is:

• systematic reasoning

• logical reasoning

• empathy

• sympathy

CX is a subset of UX:

• True

• False

Customer may have changing requirements due to external-internal factors. It means their ______________ are changing.

• Expectation

• Effort

• Experimentation

• All options

The amount of effort exerted by a customer, correlates with negative perception of the brand. It is due to:

• their attitudes

• friction in the system

• their belief systems

• their childhood traumas

Created customer experience design around the idea of "becoming a part of same community" -- Who has done this?

• SoulCycle

• Airbnb

• Apple

• Amazon