Designing and Implementing Business Process Models : ARIS Method manual : Customer Experience Management (CXM) : Linking CXM and BPM : Analysis capabilities : Report
Report
The Analyze customer experience report uses an infographic to visualize how customers experience their interaction with the company during a customer journey and is intended to help identify customer satisfaction as well as customer issues.
The following information is evaluated and displayed:
*Customer journey steps with customer touchpoints
*Moment of truth and pain points with description
*Best practice
*Importance to customer & customer feeling (satisfaction)
*Percentage proportion of pain points in the customer journey map
*Number of internal processes impacted
*Percentage proportion of satisfied customers
CXM infographic
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