A presentation discussing the benefits of developing a customer experience dashboard to measure customer happiness and to help drive business planning and efficiency. Includes top tips when scoping and planning a dashboard project.

1. Delivering an effective customer experience dashboard June 2011

2. Data, information and insight are becoming increasingly powerful, useful and divisive Most organisations recognise the power of data and information and some have unluckily experienced significant data problems.

3. Organisations collect, store and use data but is it the right data? How much data does your organisation have? Are you aware of all the repositories?

4. Organisations are adept at managing processes but not that good at measuring their impact Most organisations have a range of planning, project and programme management skills but how strong are your measurement capabilities.

5. Measurement is often around internal mechanics and not external customer outcomes What % of your data is customer based and external? How do you measure outcomes?

6. Growth in ‘evidencing’ uestioning Management and especially procurement are demanding greater evidential support for business cases, project and programmes.

7. The benefits of a customer experience dashboard

8. Helping to make complex and intangible information accessible

9. Guides business planning 2012 2011 Q1 Q2 Q3 Q4 OBJECTIVES KPIs H1 H2 OUTCOMES BAU TRANSFORMATIONAL CHANGE PROJECTS PROGRAMMES PLANS QUARTERLY REPORTING A successful dashboard enables teams to analyse and use data in identifying customer level objectives, priorities, plans, projects, programmes and KPI measures.

10. Monitors progress towards a vision Using a dashboard can provide the organisation with a dip stick in which to monitor progress towards a set of customer experience goals or overall vision.

12. Top tips and watch outs

14. What is the purpose and outcome of the dashboard? Scope and define the purpose of having a dashboard. Outline clearly what it will deliver in benefits to the business. How will it actually improve the customer experience?

16. What are the data sources? What are the data sources you’re planning to use? i.e. single contact hub. How accurate and reliable is the data and information you’re collecting. The starting point is to conduct a data audit and a quality measure to be able to gauge reliability. Be clear about how old, recent the data is. It might need to be cleaned or updated. Some data might not be included in the dashboard and some might need to be disposed of. Ensure the data can be updated regularly to ensure an historical record can be maintained.

19. What will you do with the information? Be clear with internal stakeholders and customers what the information will be used for. Think of it as an extension of the purpose process. Explain in plain English to colleagues how the data will be used to transform the customer experience. Establish a set of guidelines which work in conjunction with any data protection or data governance initiatives you’re running. Outline how the data can be used and shared throughout the organisation. Sensitive data might want to be secured against widespread sharing. WHAT’S NEXT? WHAT NOW?

20. How will you create ‘actions’? Ensure that in building a dashboard you’ve also adapted any processes for sharing data and acting upon it across the organisation. How will a problem be flagged and resolved quickly. The point of a dashboard is to increase the speed at which an organisation can react to events on the ground. Processes, systems and people need to be dashboard ready.

21. Avoid fancy charts to ensure accessibility It can be very tempting to replicate a car or cockpit dashboard. Whilst it might look fancy it will be difficult for people to take on board the data and analyse for any insights. There’s nothing wrong with using bar and pie charts.

23. What is the format(s)? Explore the different types of format you might want to run your dashboard on. It might need to be accessed by a mobile sales team as much as those with desktop PC access.

24. It will take considerable effort and time to get it right CRM Remember the scoping, development and use of a dashboard will take time. Be prepared for problems and delays but map them out at the start and build in ways to flag and mitigate any issues before they arise.

27. Right people with the right skills and capabilities Work with developers, internal communications and HR to ensure appropriate training is in place to support the use of the dashboard. Designate a dashboard team and owner who is responsible for the project pre and post delivery. A project team should be established.