Customer experience

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 under Overall customer experience.

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 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.

Percent distribution of customer feelings calculated for an entire customer journey landscape.

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.

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:

Report: CXM – Analyze customer journeys

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:

Report: CXM – Analyze customer journeys

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

Customer experience dashboard