Experience Management

Question 1

The ability to use or obtain a resource, service, or opportunity.

Answer 1

Access

Question 2

A prejudice or preference in favor of or against a person, group, or idea. Can be conscious or unconscious and can impact any type of employment decision (e.g., hiring, evaluation, promotion).

Answer 2

Bias

Question 3

How customers perceive their interactions with your organization or department.

Answer 3

Customer Experience (CX)

Question 4

An orientation toward meeting your customers’ needs.

Answer 4

Customer Focus

Question 5

Assistance or advice provided to users of product or service.

Answer 5

Customer Service

Question 6

The presence of differences within a given setting. In the workplace, that can mean differences in race, ethnicity, gender, gender identity, sexual orientation, age and socioeconomic class, for example.

Answer 6

Diverstiy

Question 7

Asking interview questions to understand another person’s thoughts, feelings, and motivations.

Answer 7

Empathy interview

Question 8

A tool used to develop a deeper understanding of customers’ wants and needs. They can help consider others’ perspectives when designing a product or service.

Answer 8

Empathy map

Question 9

The overall perception employees have of your organization based on their ongoing interactions over the duration of their relationship with you as an employer. All of the events experienced by employees—from their first contact as a potential applicant until they exit the organization

Answer 9

Employee Experience

Question 10

Voluntary, employee-led groups that allow colleagues with common interests or shared backgrounds to join together.

Answer 10

Employee reference groups (ERGs) or affinity groups

Question 11

A state of uniformity, or equal distribution of resources.

Answer 11

Equality

Question 12

The act of ensuring that processes and programs are impartial, fair and provide equal possible outcomes for every individual.

Answer 12

Equity

Question 13

Outside organizations and individuals who are not employed by the organization providing them the service, materials, or information.

Answer 13

External customers

Question 14

Language that emphasizes some aspect of a person’s identity first. This style is sometimes preferred by individuals belonging to certain groups as a way of showing pride in those aspects of their identity (e.g., Deaf person). According to the American Psychological Association (2022), “Language should be selected with the understanding that the expressed preference of people with disabilities regarding identification supersedes matters of style.”

Answer 14

Identify-first language (person first language)

Question 15

A department, team, or individual who receives services, materials, or information from someone else in the same organization.

Answer 15

Internal customers

Question 16

A test that measures “the strength of association between concepts and evaluations or stereotypes (Harvard University, n.d.).” It can be a useful tool for awareness or self-reflection regarding implicit biases.

Answer 16

Implicit association test (IAT)

Question 17

“Attitudes or stereotypes that affect our understanding, actions, and decisions in an unconscious manner (Kirwan Institute, 2012).”

Answer 17

Implicit bias or unconscious bias

Question 18

The practice of ensuring that people feel a sense of belonging in the workplace. This means that every employee feels comfortable and supported by the organization when it comes to being their authentic selves.

Answer 18

Inclusion

Question 19

A workforce comprising individuals from various generations, such as Baby Boomers, Generation X, Millennials, and Generation Z.

Answer 19

Multi-generational workforce

Question 20

Language that emphasizes the person rather than a disability or condition they may have(e.g., “students with disabilities). This is often—but not always—recommended for respectful communication about individuals or groups.

Answer 20

Person-first language

Question 21

Metrics that help determine if an organization is meeting the goals identified as part of its social media strategy. Four types are awareness, engagement, conversion, and customer metrics.

Answer 21

Social media metrics

Question 22

A plan for how an organization engages with its customers via social media. This generally includes three elements: goals, metrics, and a content calendar.

Answer 22

Social media strategy

Question 23

A form of paid leave in which employees take time off to volunteer with an approved charitable or community organization.

Answer 23

Volunteer time off (VTO)