Buyer Behavior & Revenue Disruption
Why have buying practices evolved more rapidly than marketing and selling practices?
A. Buyers now rely solely on in-person consultations
B. Marketing and sales teams have adopted AI faster than buyers
C. Buyers have access to abundant digital information and peer reviews
D. Sellers have intentionally slowed their innovation pace
E. None of the above
C. Buyers have access to abundant digital information and peer reviews
What strategies can help overcome internal resource constraints in CX teams?
A. Prioritize high-impact initiatives and automate tasks
B. Eliminate cross-functional collaboration
C. Avoid outsourcing to maintain control
D. Focus only on short-term wins
E. All of the above
A. Prioritize high-impact initiatives and automate tasks
In what ways is the evolving AI landscape impacting customer experience?
A. It eliminates the need for human agents entirely
B. It introduces personalization, but also skill gaps and ethical concerns
C. It guarantees perfect customer satisfaction
D. It reduces the importance of data privacy
E. None of the above
B. It introduces personalization, but also skill gaps and ethical concerns
How is the shift in buyer control disrupting traditional revenue processes?
A. It has shortened sales cycles across all industries
B. It has improved forecasting accuracy
C. It has caused misalignment between revenue teams
D. It has eliminated the need for marketing
E. None of the above
C. It has caused misalignment between revenue teams
What are the root causes of declining CX quality, and how can they be addressed?
A. Fragmented data, inconsistent service, and lack of personalization
B. Overinvestment in employee training
C. Too much customer feedback
D. Excessive automation
E. All of the above
A. Fragmented data, inconsistent service, and lack of personalization
Which metric has a High Correlation to Customer Loyalty and Growth?
A. Customer Effort Score (CES)
B. Net Promoter Score (NPS)
C. Customer Satisfaction Score (CSAT)
D. Average Resolution Time (ART)
E. Customer Lifetime Value (CLV)
A. Customer Effort Score (CES)
(based on CES being commonly cited for loyalty correlation)
What are the implications of this control shift for sales and marketing alignment?
A. Sales and marketing must operate independently
B. Organizations must adopt a buyer-centric, data-integrated approach
C. Marketing should take full ownership of the sales funnel
D. Sales should avoid using customer data
E. All of the above
B. Organizations must adopt a buyer-centric, data-integrated approach
How can cross-functional collaboration help mitigate the four main CX challenges?
A. It slows down decision-making
B. It fosters shared accountability and holistic customer understanding
C. It increases departmental silos
D. It reduces innovation
E. None of the above
B. It fosters shared accountability and holistic customer understanding
What is the most used CX metric for multiple responses?
A. NPS – Net Promoter Score
B. OTIF – On Time In Full
C. CSAT – Customer Satisfaction
D. CES – Customer Effort Score
C. CSAT – Customer Satisfaction
How can organizations redesign their revenue processes to align with modern buying behaviors?
A. By reinforcing linear funnels
B. By focusing solely on quarterly revenue
C. By integrating real-time data and shifting to dynamic journeys
D. By isolating sales from customer success
E. All of the above
C. By integrating real-time data and shifting to dynamic journeys
What role can AI play in restoring balance between buyer control and seller influence?
A. AI can anticipate buyer needs and personalize outreach
B. AI can replace all human sales roles
C. AI can eliminate the need for marketing
D. AI can reduce buyer autonomy
E. None of the above
A. AI can anticipate buyer needs and personalize outreach
What CX Programs are declining in 2026?
A. Technology
B. Initiatives, Projects, or improvements
C. Data research
D. On Time In Full Metric
E. Services
E. Services