Conexperience Touchpoint Dashboard Page 2 of 17
Table of content
1. Introduction Conexperience........................................................................................................................... 3
Customer Journey Mapping is a verb................................................................................................................ 3
2. Some examples of implementations .............................................................................................................. 4
Achmea – Faster, with blueprints and involving the business...................................................................... 4
Transavia.com – Communicate to the organization, report to HQ.......................................................... 4
Avéro – Customer Journey Mapping as a method......................................................................................... 5
3. Touchpoint Dashboard – Customer Journey Mapping redefined .......................................................... 6
It's magical to use a tool which is developed for only one purpose: mapping Customer Journeys ... 6
You just need touchpoints to build a Customer Journey Map ................................................................... 6
Different needs, different views, just a few clicks .......................................................................................... 8
Reporting feature for the excel-look and feel, with all the options included........................................ 10
Share with anybody in the world or just somebody.................................................................................... 11
Collaborate, because together you achieve more than alone................................................................... 12
If you want it old fashion 'hanging on the wall': print to pdf...................................................................... 13
Charts in dots or bars, making analyzing easy and for everybody ........................................................... 13
4. Touchpoint Dashboard Position on Data Protection ............................................................................. 16
Conexperience Touchpoint Dashboard Page 3 of 17
1. Introduction Conexperience
Customer Journey Mapping is a verb
The philosophy of Conexperience is that you listen to your customer, experience the Customer
Journey and that you manage the Customer Experience. Going on the journey yourself leads very
often to changes and improvement in the Customer Journey or in the Customer Experience strategy.
Conexperience helps companies with implementing Customer Journey Mapping, using tools for
Customer Experience Management or doing projects to increase NPS, loyalty or satisfaction. With
more than 17 years of experience in Customer Service and Customer Experience, Danny has a wide
network, a lot of experience and know what is necessary to make a difference in the lives and
experiences of customers.
The unique methods that Conexperience uses are effective, cheap and long lasting. The consultancy
provided is always based on the following goals:
- As short as possible; by training and learn the company the methods and tools, it’s not necessary to
keep expensive consultants on the pay roll. Conexperience is hired for a couple of days per
implementation, that’s enough.
- Result driven; maybe it’s saving costs, improving experience, increasing NPS or decreasing
complaints, Conexperience always aims for results, that’s what keeps us focused and that’s why we
are hired. There is a proven track record.
- Quality comes first; there are many suppliers in the market, but because Conexperience guarantees
quality, we make a difference. Always on time, with the right results for a reasonable price.
Touchpoint Dashboard is a company from the US and exists since 2011, Touchpoint Dashboard is
live in the market since August 2012. With almost 30 companies worldwide using the software
(September 2013), it has a steady base for growth and even more improvements. Software
developers are dedicated working on new features which are brought up by consultants and clients.
The state of the art SaaS-software environment is stable, easy to use and secure.
Conexperience Touchpoint Dashboard Page 4 of 17
2. Some examples of implementations
Achmea – Faster, with blueprints and involving the business
The largest insurance company in The Netherlands with 7 million customers and 17.000 employees
asked Conexperience to help them with their Customer Experience projects. In their Customer
Experience toolbox they are using Customer Journey Mapping instantly. In the past they used
powerpoint and Visio to visualize the emotions of customers and to build the Customer Journey
Maps. This was time consuming and maps did not look the same.
The following questions were asked to Conexperience
- Can we build Customer Journey Maps faster?
- We have blueprints of our Customer Experience, but we need to reproduce them over and over
again. Can we do that in a more easy and user-friendly way?
- How can involve the business in our Customer Experience initiatives and findings?
- How can we make other departments more responsible for the opportunities we find in our
customer excellence researches?
Conexperience delivered Touchpoint Dashboard as the tool for making Customer Journey Mapping
easy and user-friendly. We copied the blueprints into the software, built several maps and trained
three experts on the use of the software.
One license of Touchpoint Dashboard for one person.
Two days of training and implementation support.
Transavia.com – Communicate to the organization, report to HQ
transavia.com is a Dutch low cost airline that offers charter flights and scheduled flights to summer
and winter holiday destinations around Europe and to the Mediterranean. They are market leader in
holiday air travel in the Netherlands. Their clients consist of tour operators, that have their own
internet portals available to them, as well as final consumers with whom they communicate through
our up-to-date website.
The following questions were asked to Conexperience
- Can we copy all the work we did in our Customer Experience project into Touchpoint Dashboard?
- How can we update and manage the Customer Journey Maps by ourselves in the software?
- Is it possible to share the 'story' with the rest of the organization?
- Can we report to HQ every month with the latest NPS-scores per touchpoint?
A fully implemented Touchpoint Dashboard environment with Customer Experience data and
personas. Ready for communication to other departments. Ready to involve the contact center.
Two licenses of Touchpoint Dashboard for two persons.
A couple of days implementation support, on site training on the job and nine cartoons.
Conexperience Touchpoint Dashboard Page 5 of 17
Avéro – Customer Journey Mapping as a method
Avéro is an insurance company in The Netherlands. They sell insurances and services through a
network of financial specialists. This independent network helps Avéro to deliver high quality advise
and service for their customers. The added value to the network is based on CRM solutions,
workshops, bonuses and consultancy.
The following questions were asked to Conexperience
- We want to implement the Customer Journey Mapping method, can you help us with that?
- Can we use Touchpoint Dashboard to find improvement opportunities in one of our processes?
- Can we learn how to make a Customer Journey Map, so we can do it by ourselves in the future?
Two workshops to define the Customer Journey and find improvement points. A fully implemented
Touchpoint Dashboard environment with customer processes and 4 cartoons. One certified user of
Touchpoint Dashboard who can train colleagues.
One license of Touchpoint Dashboard for one person.
4 days implementation support, on site training on the job and four cartoons.
Conexperience Touchpoint Dashboard Page 6 of 17
3. Touchpoint Dashboard – Customer Journey Mapping redefined
It's magical to use a tool which is developed for only one purpose: mapping
Touchpoint Dashboard is a software tool for Customer Journey Mapping. It's a webbased
environment. This means no installation on company servers. The only things you need are internet
and a computer or tablet with a browser. That's all. Oh, and customer data.
With a unique licensing model it's possible to work by yourself, in a team or with all your
organization on Customer Journey Mapping. The main goal of the software is to improve Customer
Experience. Map, analyze and improve. With those three words Touchpoint Dashboard summarize
the solid and easy way of working with the tool.
Conexperience is registered and exclusive partner of Touchpoint Dashboard and reseller of the
software in The Netherlands and México.
You just need touchpoints to build a Customer Journey Map
A touchpoint is a moment, action or feeling a customer has with your brand/company. It can be
direct or indirect connected to your company. Examples are: a billboard, e-mail, call, brochure, visit
at the store, advertisement, birthday party, fax, social media, etc.
In Touchpoint Dashboard it is easy to create a touchpoint. Just click on the + and add a touchpoint.
The properties of that touchpoint can be managed at all times. With the touchpoints you can build a
journey map in time, with emotions, with costs, due to owners, departments or even on importance
Touchpoints are customer driven, this means that they always come from the customer point of
view and can never be an action in the system, which the customer doesn't feel or notice. A way of
defining touchpoints is to take the internal processes and turn them inside out. Another way of
looking for touchpoints is to experience the Customer Journey yourself. You can also talk to
different kind of positions in your company, like the marketing manager, the customer service
manager, the product manager and the head of communication. That’s how you collect touchpoints.
Conexperience Touchpoint Dashboard Page 7 of 17
Properties of the touchpoints, define the metrics that you want
There are six different kinds of metrics you can build in Touchpoint Dashboard. These are:
1. Short text; to give a short description or explain a field.
2. Long text; to give a description of e.g. a process, touchpoint or persona.
3. Number; customer satisfaction scores, visits to the website or store, number of clients, etc.
4. Yes/no; an option for choosing if that apply to the touchpoint or not. See also 'stickers'.
5. Currency; cost to fix, cost per call, cost per client, cost per touchpoint, etc.
6. Choice; to make views with different parameters, like owners, touch type, department, episode.
Defining the parameters is a hard phase, but can be done with all the available data. Next to that, it is
possible to look for metrics in benchmarks, customer surveys, a datawarehouse or just by asking it
to the client. The KPI's of the departments, who have direct and indirect customer contact, are a
great way of getting the parameters for Touchpoint Dashboard.
By creating a map you will never have all the possible parameters. The properties can change over
time. You can always add more properties or manage them, while you are building and managing the
Conexperience Touchpoint Dashboard Page 8 of 17
Different needs, different views, just a few clicks
Once you have the touchpoints and the parameters, the design of the views begins. What parameter
do you want to see where? There are three aspects in a view: a column, a row and a color. You can
pick from all the available parameters the place you want to show them.
This means that it is possible to create an infinite number of views, where you can show all the
parameters in a different view. You want to show the touchpoints by cost to fix per owner?
Importance to customer per channel? NPS score per touch type? Number of call per lifecycle stage
to the store and to the contact center? It is all possible with a few mouse clicks.
These views are meant to show the touchpoints in a different order or with different parameters. It
is also possible to create a journey with a set of touchpoints in time or per channel. That can be
done with the 'presentation-mode' or with ' filters'.
Stickers are indicating something special
Conexperience Touchpoint Dashboard Page 9 of 17
Sometimes you want one picture to say a thousand words. Within Touchpoint Dashboard it is
possible to show per touchpoint an indicator which belongs to one or more touchpoints. With these
stickers you see really fast which of the touchpoints is a paint point, a moment of magic, have a
survey, has waiting time or even if it got ideas for improvement. With the easy to manage
environment you can describe the stickers yourself and choose the icon which belongs to the
Stickers are available in black and white or in color. There are over a hundred stickers to choose
from. With a mouse over effect in the Customer Journey Map, you see the text you added with that
If you have all the touchpoints on your screen, it is possible to filter on the stickers, so e.g. that you
only see the touchpoints which are pain points of moments of magic. See also 'filters'.
Files as supporting evidence, maybe to convince your colleagues
For sure you have a lot of powerpoint presentations, pdf files, word document, excel files and visio
drawings. They all have to do with your Customer Journey and your Customer Experience projects.
But these documents are on your computer, on the network or in your e-mailbox. It is possible to
add documents to a specific touchpoint. You can also link it to a file on the internet, like Slideshare
Organizing files and documents is a hard job. Especially when there are more people involved and the
files have different names. More than 3 file types is really common within Customer Experience
When presenting or sharing the Customer Journey Map, people can click on the files added to the
touchpoint to get more inside information or supporting evidence. In this way it is possible to add
more information and involve people more to the Customer Journey. You can actually explain a lot
more with files like powerpoint, pdf, visio and word. Because Touchpoint Dashboard is the place to
build and manage the Customer Journey, but the evidence comes from outside.
Conexperience Touchpoint Dashboard Page 10 of 17
Presentation mode; to impress the management and employees
When you are a Customer Experience expert, you know how hard it can be to explain your work
and your insights to the management and the employees. In Touchpoint Dashboard you can make, by
a couple of mouse clicks, a presentation from the Customer Journey, with photo's, metrics and a
logical emotion curve. You can explain a complex Customer Journey in 5 minutes.
After showing the presentation, in which you use the touchpoints as a logical journey the customer
can go through, you can deep dive into the data or the emotions of the customers in each
The management and the employees will understand and be involved in your work and your
Customer Journey Map. As a matter of fact, you can make them owners in the software, so at the
end of the meeting they not only understand, but they also will move to action immediately.
The only thing you have to do is invite them, install a beamer and off you go!
Reporting feature for the excel-look and feel, with all the options included
Conexperience Touchpoint Dashboard Page 11 of 17
A dashboard is a dashboard. To store, update and manage the data in your Customer Journey, it's
necessary to have an environment where you can do this easily. In Touchpoint Dashboard you can
manage all the touchpoint in the reporting area. Export the touchpoints, including all the metrics and
data sticked to the touchpoints, open it in excel and off you go.
As a comma separated value file (.csv), you can play with the data like you want. Add data, remove
data or change data. Import the csv file again and all your changed data is processed in your
touchpoints. Go to your Customer Journey Map and you see all the changes in color, position and
With the reporting feature of Touchpoint Dashboard you can manage the metrics of the Customer
Experience. Always up to date and before showing it to the management, you upload the latest NPS
scores, calls to the contact center, revenue from the advertisements or the satisfaction in the stores.
It all makes sense now.
Share with anybody in the world or just somebody
Customer Journey Mapping is made for sharing. To improve Customer Experience you need to go
our there and show the maps, touchpoints, insights and charts. It is possible to share only the
Conexperience Touchpoint Dashboard Page 12 of 17
touchpoints and journeys you want to share. With a link to a specific internet address other people
can see, for a period if you want, the journey map you want to share.
Sharing a Customer Journey Map is easy. Just by clicking 'share' and make it public, you create an
unique internet address to this specific Customer Journey Map.
The fun thing about this sharing is, that the visitor doesn't need a license to see and read the map.
You can invite them to look at the map, click through it and see the documents you included.
With the sharing option it's easy to involve other people, but don't let them be part of managing the
Customer Journey Map. That is something for the experts.
Collaborate, because together you achieve more than alone
The collaborate option in Touchpoint Dashboard gives you the opportunity to work together on one
or more maps with colleagues, managers, customers or every other person who has access to the
software. As a manager of a Customer Journey Map you can define the rights a person has in your
There are three levels:
1. Can copy: Invited users will be allowed to copy the shared map and save/use it as their own map
or template under their account.
2. Can edit: Invited users will be allowed to edit the map. Please note that this user will not be able
to edit touchpoint properties; only the map author or admin can add, edit or delete properties.
3. Is manager: Please select this option if you want this user to have complete editing capabilities,
including the ability to edit properties and user sharing permissions.
Conexperience Touchpoint Dashboard Page 13 of 17
Collaborate has the advantage that history, added documents and placed notes are logged under the
user who is signed in. This means that collaborating is easy, fun and very efficient. Because together
you achieve more.
If you want it old fashion 'hanging on the wall': print to pdf
The option to print a Customer Journey Map to pdf is a simple but effective way of visualize the map
if there is no computer around. Of course you can share the map by e-mail or on the network. The
Customer Journey Map is exported to a pdf file. It includes the complete legend and the colors you
gave to the touchpoints.
All the rows, columns and stickers are copied into a handy file for hanging on the wall or just sharing
by e-mail. This is really useful when you want to communicate your work, but you don't want them
to make changes to the map.
Because you can print pdf in different sizes, depending on the possibilities of your (company) printer,
a map on A1 or A2 is easy to do. In this way you can bring the Customer Journey Map on paper and
you can draw on it while discussing the Customer Journey. Later you can make the changes or add
details to the Customer Journey Map when you in the software again. Easy as that.
Charts in dots or bars, making analyzing easy and for everybody
Conexperience Touchpoint Dashboard Page 14 of 17
And if you putted all the information about touchpoints, Customer Journey, metrics, owners, costs
and NPS-scores, how do you get a normal, clear view of what is going on? Touchpoint Dashboard
created a feature to combine metrics with each other, so you can analyze and view charts within a
Combining 4 different parameters in one view gives a big potential for visualizing the status of the
touchpoints and the Customer Experience.
4. Size of dot.
With this feature you can discuss with one or a couple of views the complete performance of the
Customer Experience. And when you found an interesting dot, click on it, and you go immediately to
the touchpoints which are under it. Simple as that.
Filters, because sometimes everything is too much
When showing all the touchpoints it can be overwhelming. By using the filter option, you can send
touchpoints you don't want to see, to the parking lot. A filter is a method for choosing which
touchpoints you want to see, and which not. You can define, based on all the parameters there are,
which parameter needs to be 'on' and which one needs to be 'off'.
You can make as many filters as you want. E.g. you can select all the touchpoints that are owned by
the contact center. In that selection, you can show only the touchpoints which are important to the
customer, which has an improvement point and where the cost to fix are low...
Conexperience Touchpoint Dashboard Page 15 of 17
Selecting like this drills down into all the touchpoints and lets you focus on the touchpoints that
matter at that moment.
Filters can be saved and removed or changed. You can give them a name, so everybody understands
the meaning of it. Filters can be made in the map-view, but also in the charts view or in the reporting
Conexperience Touchpoint Dashboard Page 16 of 17
4. Touchpoint Dashboard Position on Data Protection
We take confidentiality and security very seriously. We understand the sensitive nature of your
information. Here is a summary of our position on this topic based on data from our subscription
agreement, internal policy manual, and our third party hosting partners, Amazon S3 and Webfaction.
From our Subscription Agreement
4.2. Our Protection of Your Data. We shall maintain appropriate administrative, physical, and
technical safeguards for protection of the security, confidentiality and integrity of Your Data. We
shall not (a) modify Your Data, (b) disclose Your Data except as compelled by law in accordance
with Section 8.3 (Compelled Disclosure) or as expressly permitted in writing by You, or (c) access
Your Data except to provide the Services and prevent or address service or technical problems, or
at Your request in connection with customer support matters.
8.1. Definition of Confidential Information. As used herein, "Confidential Information" means all
confidential information disclosed by a party ("Disclosing Party") to the other party ("Receiving
Party"), whether orally or in writing, that is designated as confidential or that reasonably should be
understood to be confidential given the nature of the information and the circumstances of
disclosure. Your Confidential Information shall include Your Data.
8.2. Protection of Confidential Information. The Receiving Party shall use the same degree of care
that it uses to protect the confidentiality of its own confidential information of like kind (but in no
event less than reasonable care) (i) not to use any Confidential Information of the Disclosing Party
for any purpose outside the scope of this Agreement, and (ii) except as otherwise authorized by the
Disclosing Party in writing, to limit access to Confidential Information of the Disclosing Party to
those of its and its Affiliates’ employees, contractors and agents who need such access for purposes
consistent with this Agreement and who have signed confidentiality agreements with the Receiving
Party containing protections no less stringent than those herein.
What else we do at Touchpoint Dashboard
• In addition to backups performed by our hosting provider, Webfaction, we also provide local
• We perform constant patching of software and monitoring of the backups to verify they are
• We perform regular patching of our code base to improve security and functionality.
• Three Senior Developers have worked on the project, and all of our developers review each
other's code looking for security holes. Within our development team, we have our own
checks and balances.
How we handle storage of uploaded files
We have two levels of security for uploading and downloading files. First, we check whether user has
sufficient rights to upload/download the file. On first level, this is done by verifying our database
records, which looks for following things before granting authorization:
1. User is the one who created the map (or a map is shared with the logged in user)
2. If either of the above conditions is false, user is not allowed to read or write any files
Conexperience Touchpoint Dashboard Page 17 of 17
3. If user is the one with whom the map is shared but doesn’t have edit rights, user can only
download the file but can’t upload any new files
Touchpoint Dashboard stores these files on Amazon S3 storage cloud, which is very secure and
designed to achieve 99.99% durability. For Touchpoint Dashboard files it provides second a level of
security. All the files which are attached to a touchpoint (under the files tab) are stored privately in a
To facilitate download of such files, a temporary access token (temporary URL) is generated. This
token lasts for 45 seconds after which it gets expired. That makes this temporary URL virtually non-
Information on our hosting provider, Webfaction
Webfaction has been in business for over 6 years and they use some of the top datacenters in the
world (from ThePlanet). The datacenter features redundant UPS systems, generator backup, VESDA
detection systems, closed circuit monitoring of all areas and entrances, 24 hour guard manned
security, redundant a/c systems, and fiber from 5 separate providers.
Webfaction also applies OS updates, and patches to their system supported software when their
official communities release them. They have a team of dedicated System Administrators and their
job is to test these patches and release them on the servers.
Finally, Webfaction provides daily backups in case of data loss, in addition to those performed by