CX Basics
What does CX stand for?
Customer Experience
True or False: Customers are more likely to share a bad experience than a good one.
True
What is Esri’s main software for creating maps and performing spatial analysis?
ArcGIS Pro
How many continents are there?
7
What’s one key difference between customer service and customer experience?
Service = single interaction, Experience = the whole journey
What is a “customer journey map” used for?
To visualize and improve customer interactions
Which Esri product lets you build and share interactive maps and apps on the web without writing code?
ArcGIS Online
What is the capital of Canada?
Ottawa
What is the ultimate purpose of CX research?
To inform and influence business strategies and investments.
What does NPS (a CX metric) stand for?
Net Promoter Score
Which mobile app allows fieldworkers to collect and update data in real time?
ArcGIS Field Maps
What’s the largest country in the world by land area?
Russia
What percentage of customers will leave a company after just one bad experience?
Around 30–40%
Who famously said: “The customer is always right”?
Marshall Field (later adopted by retailers)
What product helps communities and organizations share authoritative data and create open sites?
ArcGIS Hub
What river runs through Egypt?
The Nile
Surveys tell us what is happening; CX interviews reveal ___.
Why it’s happening — the reasons behind customer behaviors and needs.
What CX principle is broken when companies recognize revenue before a true sale occurs?
Revenue recognition principle
What is Esri’s cloud-native deployment option for ArcGIS Enterprise, designed to run on Kubernetes?
ArcGIS Enterprise on Kubernetes
What is the smallest country in the world?
Vatican City