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. You can use the functionality of the chart to focus on specific information.
Availability
This dashboard is shown on the Dashboards fact sheet of the Customer journey landscape model type.
Charts
Number of internal processes that include customer touchpoints of the Pain point, Moment of truth, or Best practice type.
Data source
ARIS Architect:
Use
This report provides the answers to the following questions and provides a general overview:
Which business drivers influenced the journey?
How happy is the customer?
Which customer touchpoints are critical?
Overview of risks and initiatives.
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:
checks whether the customer touchpoints have a connection to an internal process.
counts all customer touchpoints that have a connection to an internal process.
checks whether the Pain point attribute is specified for any of the touchpoints.
counts the customer touchpoints for which the value of the Pain point attribute type is set to true.
checks whether the Moment of truth attribute is specified for any of the touchpoints.
counts the customer touchpoints for which the value of the Moment of truth attribute type is set to true.
checks whether the Best practice attribute is specified for any of the touchpoints.
counts the customer touchpoints for which the value of the Best practice attribute type is set to true.
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.
Overview of the percentage of critical customer touchpoints.
Data source
ARIS Architect:
Use
This report provides the answers to the following questions and provides a general overview:
Which business drivers influenced the journey?
How happy is the customer?
Which customer touchpoints are critical?
Overview of risks and initiatives.
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:
Use
This report provides the answers to the following questions and provides a general overview:
Which business drivers influenced the journey?
How happy is the customer?
Which customer touchpoints are critical?
Overview of risks and initiatives.
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:
All customer touchpoints for which the Customer feeling attribute is specified as Positive.
All customer touchpoints for which the Customer feeling attribute is specified as Neutral.
All customer touchpoints for which the Customer feeling attribute is specified as Negative.
Data feed
CXM - Overall customer experience
Calculation
Aggregated number of values (Positive, Neutral, and Negative) retrieved from the Customer feeling attribute.
Top seven customer journeys creating a good customer experience.
Data source
ARIS Architect:
This report answers the following questions:
Which customer journey is the most critical?
Which customer lifecycle
Which stage is the most critical?
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.
Top seven customer journeys creating a bad customer experience.
Data source
ARIS Architect:
This report answers the following questions:
Which customer journey is the most critical?
Which customer lifecycle
Which stage is the most critical?
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