Responsibilities

Customer experience dashboard evaluating business units and channels. 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

Top seven business units associated with a good customer experience.

Data source

ARIS Architect:

Report: CXM - Responsibility (Ownership)

Use

This report provides the answer to the following question: Who is responsible for the customer touchpoints (Ownership)?

The report provides various parameters allowing customizing without changing the report code.

Output

Generates the CMX_RESPONSIBLE_OWNER.XML file. The Who is responsible for the customer touchpoints (Ownership)? 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 - Responsible owner data feed. This data feed is related to the Responsibilities CXM dashboard.

Context

Database

Report configurable?

No

Data collection

Context: Customer journey landscape model type.

Starting from the selected customer journey landscape, all owners specified in the Ownership row and their associated customer touchpoints are retrieved from all assigned customer journey maps. Checks whether the Customer feeling attribute is specified for any of the customer touchpoints and counts the touchpoints for which the value of the Customer feeling attribute type is set to Positive.

Data feed

CXM - Responsible owner

Calculation

Good experience ratio: Number of customer touchpoints for which the value of the Customer feeling attribute type is set to Positive divided by the total number of customer touchpoints.

Top seven business units associated with a bad customer experience.

Data source

ARIS Architect:

Report: CXM - Responsibility (Ownership)

Use

This report provides the answer to the following question: Who is responsible for the customer touchpoints (Ownership)?

The report provides various parameters allowing customizing without changing the report code.

Output

Generates the CMX_RESPONSIBLE_OWNER.XML file. The Who is responsible for the customer touchpoints (Ownership)? 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 - Responsible owner data feed. This data feed is related to the Responsibilities CXM dashboard.

Context

Database

Report configurable?

No

Data collection

Context: Customer journey landscape model type.

Starting from the selected customer journey landscape, all owners specified in the Ownership row and their associated customer touchpoints are retrieved from all assigned customer journey maps. Checks whether the Pain point attribute is specified for any of the customer touchpoints and counts the touchpoints for which the value of the Pain point attribute type is set to true.

Data feed

CXM - Responsible owner

Calculation

Number of customer touchpoints for which the value of the Pain point attribute type is set to true divided by the total number of customer touchpoints (bad experience ratio).

Top-7 channels associated with a good customer experience.

Data source

ARIS Architect:

Report: CXM - Responsibility (Channel)

Use

This report provides the answers to the question: Who is responsible for the customer touchpoints (Channel)?

The report provides various parameters allowing customizing without changing the report code.

Output

Generates the CMX_RESPONSIBLE_CHANNEL.XML file. The Who is responsible for the customer touchpoints (Channel)? 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 - Responsible channel data feed. This data feed is related to the Responsibilities CXM dashboard.

Context

Database

Report configurable?

No

Data collection

Context: Customer journey landscape model type.

Starting from the selected customer journey landscape, all channels specified in the Channel row and their associated customer touchpoints are retrieved for all assigned customer journey maps. Checks whether the Customer feeling attribute is specified for any of the customer touchpoints and counts the touchpoints for which the value of the Customer feeling attribute type is set to Positive.

Data feed

CXM - Responsibility channel

Calculation

Good experience ratio: Number of customer touchpoints for which the value of the Customer feeling attribute type is set to Positive divided by the total number of customer touchpoints.

Top-7 channels associated with a bad customer experience.

Data source

ARIS Architect:

Report: CXM - Responsibility (Channel)

Use

This report provides the answers to the question: Who is responsible for the customer touchpoints (Channel)?

The report provides various parameters allowing customizing without changing the report code.

Output

Generates the CMX_RESPONSIBLE_CHANNEL.XML file. The Who is responsible for the customer touchpoints (Channel)? 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 - Responsible channel data feed. This data feed is related to the Responsibilities CXM dashboard.

Context

Database

Report configurable?

No

Data collection

Context: Customer journey landscape model type.

Starting from the selected customer journey landscape, all channels specified in the Channel row and their associated customer touchpoints are retrieved for all assigned customer journey maps. Checks whether the Pain point attribute is specified for any of the customer touchpoints and counts the touchpoints for which the value of the Pain point attribute type is set to true.

Data feed

CXM - Responsibility channel

Calculation

Number of customer touchpoints for which the value of the Pain point attribute type is set to true divided by the total number of customer touchpoints (bad experience ratio).

Example

"Responsibilities" dashboard