CCSP Customer Experience & Journey Mapping Flashcards
6 cards from real CCSP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CCSP Customer Experience & Journey Mapping flashcards as text
What is the primary goal of 'service design' in customer experience?
Answer: Intentionally planning and organizing all components of a service to improve the customer experience
Service design focuses on deliberately organizing people, processes, and technology to create optimal customer experiences.
A 'touchpoint' in customer experience refers to:
Answer: Any point of contact between a customer and a brand
A touchpoint is any interaction—digital, physical, or human—where a customer comes into contact with a brand.
Which technique involves gathering information directly from customers about their experiences through structured conversations?
Answer: Customer interviews
Customer interviews are structured or semi-structured conversations used to gather qualitative insights directly from customers about their experiences.
What does 'voice of the customer' (VoC) refer to in client service?
Answer: The process of capturing customer expectations, preferences, and aversions
VoC is a research process that captures customers' expectations, preferences, and dislikes to guide service improvements.
Which approach to customer experience focuses on reducing the effort customers must exert to get their issues resolved?
Answer: Effortless experience strategy
The effortless experience strategy, popularized by CEB research, focuses on reducing customer effort as the primary driver of loyalty.
In customer experience, 'emotional mapping' helps service professionals understand:
Answer: How customers feel at each stage of their journey
Emotional mapping layers the customer's feelings and emotional states onto each stage of the journey map to identify where positive or negative emotions peak.