Risk Management & Mitigation Flashcards
7 cards from real Medallia Customer Experience Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Risk Management & Mitigation flashcards as text
A Medallia text analytics model begins flagging positive verbatims as negative after a product name change. This illustrates which risk?
Answer: Model drift risk — AI/ML models require retraining when underlying language patterns change
When product names or terminology change, text analytics models trained on old language patterns misclassify new verbatims, requiring retraining to restore accuracy.
Which risk is introduced when a company uses Medallia benchmarking data from a different industry vertical to set its own NPS targets?
Answer: Benchmark validity risk — targets may be inappropriate for the company's actual competitive context
Cross-industry benchmarks may reflect structural differences in customer expectations, making targets either too easy or unattainably high for a different vertical.
To mitigate the risk of Medallia dashboards being used to rank and punish low-performing locations before root causes are understood, CX leaders should:
Answer: Pair score rankings with coaching frameworks that diagnose root causes before accountability discussions
Combining rankings with root-cause coaching frameworks ensures scores drive improvement conversations rather than punitive reactions.
A Medallia integration with a CRM fails silently, causing closed-loop cases to stop being created for 72 hours. Which control would have BEST detected this faster?
Answer: Automated integration health monitoring with alerts when case creation volume drops below a threshold
Automated volume-based monitoring catches silent integration failures immediately, whereas manual audits leave issues undetected for days.
An organization realizes its Medallia feedback program only captures responses from customers who interact via digital channels, missing phone and in-store customers. This gap is classified as:
Answer: A coverage bias risk that skews insights toward a digitally engaged subpopulation
Excluding offline channel customers creates coverage bias, meaning CX insights may not represent the full customer base and can lead to misallocated improvements.
What is the PRIMARY risk of allowing business unit leaders to customize their own Medallia survey questions without central oversight?
Answer: Loss of cross-unit comparability, making enterprise-level CX benchmarking impossible
Without standardized core questions, scores across business units cannot be compared, eliminating the ability to identify systemic issues or share best practices at scale.
When a Medallia program is sunset and replaced by a new VoC platform, which risk must be proactively managed to protect historical insight value?
Answer: Data continuity risk — historical Medallia data must be exported, archived, and made accessible for trend analysis
Without a deliberate data export and archiving strategy, years of longitudinal CX trend data become inaccessible when the old platform is decommissioned.