Dashboard providing an overview of how customers experience their interaction with the company during a so-called customer journey. This dashboard includes various charts that illustrate the customer experience from different angles.
Availability
This dashboard is shown on the Dashboards fact sheet of the Customer journey landscape model type.
Charts
Number of affected internal processes
Number of internal processes that include customer touchpoints of the Pain point, Moment of truth, or Best practice type.
Data source
ARIS Architect:
Report: CXM - Analyze customer experience
This report provides the answers to the following questions and provides a general overview:
The report provides various parameters allowing customizing without changing the report code.
Output
Generates the CMX_ANALYZE_CUSTOMER_EXPERIENCE.XML file. The Get a general overview document is stored in this subfolder: ARIS document storage/Dashboarding/<database name; default=United Motor Group>/CXM.
The report result is used as input for the CXM - Analyze customer experience data feed. This data feed is related to the Customer experience and Customer journey map dashboards.
Context
Database
Report configurable?
No
Data collection
Context: Customer journey landscape model type.
Retrieves customer touchpoint data from all customer journeys contained in customer journey maps that are assigned to a selected model of the Customer journey landscape type. Identifies the customer touchpoints of each customer journey map. In addition, the following data is collected:
Data feed
CXM - Analyze customer experience
Calculation
Number of internal processes that include customer touchpoints of the Pain point, Moment of truth, or Best practice type.
Percentage of critical customer touchpoints
Overview of the percentage of critical customer touchpoints.
Data source
ARIS Architect:
Report: CXM - Analyze customer experience
This report provides the answers to the following questions and provides a general overview:
The report provides various parameters allowing customizing without changing the report code.
Output
Generates the CMX_ANALYZE_CUSTOMER_EXPERIENCE.XML file. The Get a general overview document is stored in this subfolder: ARIS document storage/Dashboarding/<database name; default=United Motor Group>/CXM.
The report result is used as input for the CXM - Analyze customer experience data feed. This data feed is related to the Customer experience and Customer journey map dashboards.
Context
Database
Report configurable?
No
Data collection
-.-
Data feed
CXM - Analyze customer experience
Calculation
Number of customer touchpoints for which the Moment of truth attribute type is specified over the aggregated number of customer touchpoints multiplied by 100.
Percent distribution of customer feelings calculated for an entire customer journey landscape.
Data source
ARIS Architect:
Report: CXM - Analyze customer experience
This report provides the answers to the following questions and provides a general overview:
The report provides various parameters allowing customizing without changing the report code.
Output
Generates the CMX_ANALYZE_CUSTOMER_EXPERIENCE.XML file. The Get a general overview document is stored in this subfolder: ARIS document storage/Dashboarding/<database name; default=United Motor Group>/CXM.
The report result is used as input for the CXM - Analyze customer experience data feed. This data feed is related to the Customer experience and Customer journey map dashboards.
Context
Database
Report configurable?
No
Data collection
Context: Customer journey landscape model type.
Data is retrieved from all customer journeys related to a selected model of the Customer journey landscape type.
All customer touchpoints contained in the customer journey maps assigned to the selected customer journey landscape are retrieved. The following data is counted:
Data feed
CXM - Overall customer experience
Calculation
Aggregated number of values (Positive, Neutral, and Negative) retrieved from the Customer feeling attribute.
Customer journeys leading to a good experience
Top seven customer journeys creating a good customer experience.
Data source
ARIS Architect:
Report: CXM – Analyze customer journeys
The report provides various parameters allowing customizing without changing the report code.
Output
Generates the CXM_ANALYZE_CUSTOMER_JOURNEYS.XML document stored in ARIS document storage. The Analyze customer journeys (TOP 7) document is stored in this subfolder: ARIS document storage/Dashboarding/<database name; default=United Motor Group>/EA.
The report result is used as input for the CXM - Analyze customer journeys data feed. This data feed is related to the Customer experience CXM dashboard.
Context
Database
Report configurable?
No
Data collection
Context: Customer journey landscape model type.
Data is retrieved from all customer journeys related to a selected model of the Customer journey landscape type.
All customer touchpoint contained in customer journey maps are retrieved, and all customer touchpoints for which the value of the Customer feeling attribute type is set to Positive are counted.
Data feed
CXM - Analyze customer journeys
Calculation
Number of customer touchpoints for which the Customer feeling attribute type is set to Positive over the number of customer touchpoints per customer journey.
Customer journeys leading to a bad experience
Top seven customer journeys creating a bad customer experience.
Data source
ARIS Architect:
Report: CXM – Analyze customer journeys
The report provides various parameters allowing customizing without changing the report code.
Output
Generates the CXM_ANALYZE_CUSTOMER_JOURNEYS.XML document stored in ARIS document storage. The Analyze customer journeys (TOP 7) document is stored in this subfolder: ARIS document storage/Dashboarding/<database name; default=United Motor Group>/EA.
The report result is used as input for the CXM - Analyze customer journeys data feed. This data feed is related to the Customer experience CXM dashboard.
Context
Database
Report configurable?
No
Data collection
Context: Customer journey landscape model type.
Data is retrieved from all customer journeys related to a selected model of the Customer journey landscape type.
All customer touchpoints contained in customer journey maps are retrieved, and the customer touchpoints for which the value of the Pain point attribute type is set to true are counted.
Data feed
CXM - Analyze customer journeys
Calculation
Number of customer touchpoints for which the Pain point attribute type is specified over the number of customer touchpoints per customer journey.
Example
See also