Current & Emerging Trends in Customer Experience Management

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

_____ is one of the categories measured in Forrester's Customer Experience Index.

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1. A digital store was tracking the customer journey of one of its frequent clients Kim. What were they tracking?

2. How can managing digital expansion help with improving the customer experience?

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About This Quiz & Worksheet

Test your understanding of current and future trends in customer experience management. For the quiz, you'll need to know about key topics like the categories measured in Forrester's Customer Experience Index and the tracking of a customer journey.

Quiz & Worksheet Goals

The following points will be covered on the quiz:

  • The way managing digital expansion can improve a customer's experience
  • Big data and how it can help companies attract loyal customers
  • Data security as a future trend of customer experience

Skills Practiced

  • Reading comprehension - make sure you know the most important information from the lesson on current and future trends in customer experience management, such as one of the categories measured in Forrester's Customer Experience Index
  • Knowledge application - use your knowledge to answer questions about the future trend associated with data security and the way understanding big data can help a company attract loyal customers
  • Information recall - access the knowledge you've gained regarding the purpose of tracking a customer's journey

Additional Learning

Learn more about customer experience trends with the lesson called Current & Emerging Trends in Customer Experience Management. Follow along via these topics:

  • Customer experience explanation
  • Results of a poor customer service experience
  • Rankings for customer experiences
  • Integration of a customer's point of view into all touchpoints
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