Digital Customer Experience Assessment

How do you stack up against leading organizations?

Glassbox and Forbes Insights partnered to conduct a survey to better understand what differentiates the insights, motivations and actions of today’s innovators in digital customer experience from the rest of the pack. See where your results stack up against leading organizations in this assessment.

Start assessment
Question 1

Which best describes your title?

Member of the C-suite
EVP/SVP
VP
Director
Other (specify)
Please fill in an explanation for "Other"
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Question 2

Which best describes your industry?

Retail / e-Commerce
Banking / financial services
Insurance
Telecom
Travel / hospitality
Other
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Next
Question 3

Which best describes your function?

Customer service
Customer experience
Digital strategy or operations
e-Commerce
IT & engineering
Marketing
Other (specify)
Please fill in an explanation for "Other"
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Next
Question 4

How strongly do you agree with the following statements?

(Select one for each row)
Excellence in digital CX is vital to the survival of your business.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
Excellence in digital CX is one of your company's top strategic priorities.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
Increasingly, you are competing based on digital CX as much as on product or price.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
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Next
Question 5

To what degree has your company achieved the following milestones?

(Select one for each row)
Defined and articulated our goals and strategies for digital CX.
Not at all
Retail / e-Commerce
1
1
Not so much
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Somewhat
Retail / e-Commerce
4
4
Completely
Retail / e-Commerce
5
5
Established clear ownership and responsibility for performance in digital CX.
Not at all
Retail / e-Commerce
1
1
Not so much
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Somewhat
Retail / e-Commerce
4
4
Completely
Retail / e-Commerce
5
5
Consistently achieving our goals for digital CX across all customer journeys and channels.
Not at all
Retail / e-Commerce
1
1
Not so much
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Somewhat
Retail / e-Commerce
4
4
Completely
Retail / e-Commerce
5
5
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Question 6

How confident are you regarding the following aspects of your customers' digital journeys today?

(Select one for each row)
You have a fully-detailed understanding - a map - of each customer's digital journeys.
Not at all confident
Retail / e-Commerce
1
1
Not very confident
Retail / e-Commerce
2
2

Neither

 

Retail / e-Commerce
3
3
Fairly
confident
Retail / e-Commerce
4
4
Highly
confident
Retail / e-Commerce
5
5
You develop and use customer segments to guide customer journeys in real time.
Not at all confident
Retail / e-Commerce
1
1
Not very confident
Retail / e-Commerce
2
2

Neither

 

Retail / e-Commerce
3
3
Fairly
confident
Retail / e-Commerce
4
4
Highly
confident
Retail / e-Commerce
5
5
Your teams are alerted to digital customer struggles or related risks/opportunities across your digital CX processes and respond in real time.
Not at all confident
Retail / e-Commerce
1
1
Not very confident
Retail / e-Commerce
2
2

Neither

 

Retail / e-Commerce
3
3
Fairly
confident
Retail / e-Commerce
4
4
Highly
confident
Retail / e-Commerce
5
5
Back
Next

Question 7

How strongly do you agree with the following statements?

(Select one for each row)
You are fully able to link digital CX investments to improved performance.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
You see a positive correlation between improved digital CX and improved profitability.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
Back
Next

Question 8

How strongly do you agree with the following statements?

(Select one for each row)
Standing out from the competition in terms of digital CX represents a significant challenge.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
Standing out from the competition in terms of digital CX is even more challenging since the pandemic started.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
Emergence of digital disruptors within your industry is raising customer expectations.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
Emergence of digital disruptors from outside of your industry is raising customer expectations.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
Back
Next

Question 9

How confident are you in the effectiveness of your digital CX leadership/governance?

(Select one for each row)
Not at all confident
Retail / e-Commerce
1
1
Not very confident
Retail / e-Commerce
2
2

Neither

 

Retail / e-Commerce
3
3
Fairly
confident
Retail / e-Commerce
4
4
Highly
confident
Retail / e-Commerce
5
5
Back
Next

Question 10

How strongly do you agree with the following statements?

(Select one for each row)
You are taking - or have already taken - steps to incentivize and empower disparate business functions to collaborate, monitor and take actions to improve digital CX.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
You are using - or taking steps to deploy - state of the art technologies and processes to monitor, analyze and continuously improve digital CX.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
You believe - or know - that excellence in digital CX is essential in today's marketplace.
Strongly disagree
Retail / e-Commerce
1
1
Disagree
Retail / e-Commerce
2
2
Neutral
Retail / e-Commerce
3
3
Agree
Retail / e-Commerce
4
4
Strongly agree
Retail / e-Commerce
5
5
Back

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