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What is our position in the market and how are we different from our competitors?

Is our customer experience costing us or making us money?

Do we have voice of the customer insights that inform our operations?

Do we know and understand the segments we serve and their unique needs?

Does my leadership team know the key metrics we will use to track Product or Customer Experience performance? Do their teams know?

What was our last successful pilot? What did we learn and how did that inform our next actions?

What are the core customer value propositions for our brand, products and services?

Do I have the right talent and capabilities for the work we need to be doing?

What is the brand story we use internally and externally to tell our story? Is it resonating?