Customer experience overview

Customer journey map dashboard that evaluates customer touchpoints and retrieves the customer touchpoints with high market potential. You can use the functionality of the chart to focus on specific information.

Availability

This dashboard is shown for the Customer journey map model type in the dashboard sidebar of the Diagram fact sheet.

Charts

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

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 negative customer touchpoints.

Data source

ARIS Architect:

Report: CXM - Analyze customer experience

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 pain points divided by the number of customer touchpoints multiplied by 100.

Overview of the percentage of critical customer touchpoints.

Data source

ARIS Architect:

Report: CXM - Analyze customer experience

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.

Overview of the percentage of positive customer touchpoints.

Data source

ARIS Architect:

Report: CXM - Analyze customer experience

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 with the value Positive set for the Customer feeling attribute divided by the number of customer touchpoints multiplied by 100.

Example

"Customer journey map" dashboard