Question 1

Every customer journey involves several touchpoints and service interactions between the service provider, service consumer, and other stakeholders.

Service interactions include:

Options :

A : Transfer of goods, provision of access to resources, joint service actions

B : Touchpoints, designing end-to-end, responsible services

C : Defined stakeholder experience aspiration

D : Exploring the functional, social, and emotional dimensions

Answer: A

Question 2

The purpose of Co-create is for those involved in the service relationship to act together to ensure continual value co-creation based on agreed service offerings.

The scope of the service provision and consumption step does NOT includes:

Options :

A : Service delivery and support

B : Service planning and design

C : Service consumption

D : Service usage

Answer: B

Question 3

A scenario exemplifies a strategic orientation where an establishment concentrates its endeavors on a demographic of individuals who actively opt for a sustainable and environmentally-conscious way of living. What specific paradigm does this instance illustrate?

Options :

A : A value proposition

B : Market analysis

C : Characteristic-based market segmentation

D : Relationship management

Answer: C

Question 4

Customer journey maps normally represent a generic flow for a group of stakeholders to allow the service provider to focus its efforts on widespread improvements.

What are the personas?

Options :

A : Are often used to represent a group of third parties

B : Are fictitious yet realistic description of a typical or target customer or user of a service or product

C : Are archetypes of actual people and should not be described as if they were real.

D : Are snapshots of non-relevant and unique characteristics in a customer, based on user research.

Answer: B

Question 5

An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded. You are responsible to manage the supplier. How will you engage with the cabling provider?

Options :

A : Forecast the required demand and planning to the provider.

B : Focus on the value the cables are delivering to the bank and praise them for it.

C : Create user accounts for the provider during the onboarding stage.

D : Invite the provider as part of the project board.

Answer: D

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