SlideShare a Scribd company logo
1 of 29
Delivering an effective customer experience dashboard June 2011
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.
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?
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.
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?
Growth in ‘evidencing’  uestioning Management and especially procurement are demanding greater evidential support for business cases, project and programmes.
The benefits of a customer experience dashboard
Helping to make complex and intangible information accessible
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.
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.
Gives real time information and allows immediate intervention ,[object Object],Operations Marketing Sales Research
Top tips and watch outs
What are you actually measuring? ,[object Object]
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?
How does it fit with a possible ‘single contact hub’? ,[object Object],[object Object],[object Object]
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.
Think of the customer journey ,[object Object]
Think about the non touchpoints ,[object Object],TP TP TP NTP NTP Checking in In-flight service Stuck in traffic Booking online Trigger: I need a holiday
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?
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.
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.
[object Object],Use data visualisation albeit with care
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.
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.
You will need to engage cross organisational stakeholders  ,[object Object]
Do your research internally before seeking outside help ,[object Object]
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.
Consider fit with other interdependent projects  ,[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object]

More Related Content

What's hot

Vaccine Planning with Workday
Vaccine Planning with WorkdayVaccine Planning with Workday
Vaccine Planning with WorkdayWorkday, Inc.
 
Improve customer satisfaction by integrating Qualtrics surveys with Salesforce
Improve customer satisfaction by integrating Qualtrics surveys with SalesforceImprove customer satisfaction by integrating Qualtrics surveys with Salesforce
Improve customer satisfaction by integrating Qualtrics surveys with SalesforceQualtrics
 
Day In the Life of a Field Service Manager: Dashboards Are My Co-Pilot
Day In the Life of a Field Service Manager: Dashboards Are My Co-PilotDay In the Life of a Field Service Manager: Dashboards Are My Co-Pilot
Day In the Life of a Field Service Manager: Dashboards Are My Co-PilotServiceMax
 
About user experience
About user experienceAbout user experience
About user experienceRavi Singh
 
Your Supplier & Your Team’s Skillset
Your Supplier & Your Team’s SkillsetYour Supplier & Your Team’s Skillset
Your Supplier & Your Team’s SkillsetMassMedia-Studios
 
Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...
Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...
Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...Qualtrics
 
Effective requirement gathering using Design Thinking technique
Effective requirement gathering using Design Thinking techniqueEffective requirement gathering using Design Thinking technique
Effective requirement gathering using Design Thinking techniqueAgile Chandigarh
 
Customer journey based vo c
Customer journey based vo cCustomer journey based vo c
Customer journey based vo cClicktools
 
Qualtrics Introduction Presentation
Qualtrics Introduction PresentationQualtrics Introduction Presentation
Qualtrics Introduction Presentationzevoman
 
Revealing Behavior: Web Analytics Strategy 101
Revealing Behavior: Web Analytics Strategy 101Revealing Behavior: Web Analytics Strategy 101
Revealing Behavior: Web Analytics Strategy 101Ravi Singh
 
Unlock Your Data's Potential By Integrating Qualtrics & Tableau
Unlock Your Data's Potential By Integrating Qualtrics & TableauUnlock Your Data's Potential By Integrating Qualtrics & Tableau
Unlock Your Data's Potential By Integrating Qualtrics & TableauQualtrics
 
SaaStock East Coast 2019 - Patrick Campbell, Founder & CEO, Profitwell
SaaStock East Coast 2019 - Patrick Campbell, Founder & CEO, ProfitwellSaaStock East Coast 2019 - Patrick Campbell, Founder & CEO, Profitwell
SaaStock East Coast 2019 - Patrick Campbell, Founder & CEO, ProfitwellSaaStock
 
SugarCon 2013: Tips for user adoption
SugarCon 2013: Tips for user adoptionSugarCon 2013: Tips for user adoption
SugarCon 2013: Tips for user adoptionSugarCRM
 
Booster 2014 How to Build the Right Thing
Booster 2014  How to Build the Right ThingBooster 2014  How to Build the Right Thing
Booster 2014 How to Build the Right ThinginUse
 
Sourcing and Procurement Best Practices During Uncertain Times
Sourcing and Procurement Best Practices During Uncertain TimesSourcing and Procurement Best Practices During Uncertain Times
Sourcing and Procurement Best Practices During Uncertain TimesWorkday, Inc.
 
Building User Adoption Into Your Enterprise Software (TSW2015)
Building User Adoption Into Your Enterprise Software (TSW2015)Building User Adoption Into Your Enterprise Software (TSW2015)
Building User Adoption Into Your Enterprise Software (TSW2015)ANCILE Solutions, Inc.
 
Bodhtree workforce productivity_improvement_solution
Bodhtree workforce productivity_improvement_solutionBodhtree workforce productivity_improvement_solution
Bodhtree workforce productivity_improvement_solutionBodhtree
 
Digital Personalization 101: The building blocks for a powerful strategy
Digital Personalization 101: The building blocks for a powerful strategyDigital Personalization 101: The building blocks for a powerful strategy
Digital Personalization 101: The building blocks for a powerful strategyOptimizely
 
Latest Innovations from Workday Analytics and Planning
Latest Innovations from Workday Analytics and PlanningLatest Innovations from Workday Analytics and Planning
Latest Innovations from Workday Analytics and PlanningWorkday, Inc.
 
Navigating the Workday Analytics and Reporting Ecosystem
Navigating the Workday Analytics and Reporting EcosystemNavigating the Workday Analytics and Reporting Ecosystem
Navigating the Workday Analytics and Reporting EcosystemWorkday, Inc.
 

What's hot (20)

Vaccine Planning with Workday
Vaccine Planning with WorkdayVaccine Planning with Workday
Vaccine Planning with Workday
 
Improve customer satisfaction by integrating Qualtrics surveys with Salesforce
Improve customer satisfaction by integrating Qualtrics surveys with SalesforceImprove customer satisfaction by integrating Qualtrics surveys with Salesforce
Improve customer satisfaction by integrating Qualtrics surveys with Salesforce
 
Day In the Life of a Field Service Manager: Dashboards Are My Co-Pilot
Day In the Life of a Field Service Manager: Dashboards Are My Co-PilotDay In the Life of a Field Service Manager: Dashboards Are My Co-Pilot
Day In the Life of a Field Service Manager: Dashboards Are My Co-Pilot
 
About user experience
About user experienceAbout user experience
About user experience
 
Your Supplier & Your Team’s Skillset
Your Supplier & Your Team’s SkillsetYour Supplier & Your Team’s Skillset
Your Supplier & Your Team’s Skillset
 
Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...
Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...
Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...
 
Effective requirement gathering using Design Thinking technique
Effective requirement gathering using Design Thinking techniqueEffective requirement gathering using Design Thinking technique
Effective requirement gathering using Design Thinking technique
 
Customer journey based vo c
Customer journey based vo cCustomer journey based vo c
Customer journey based vo c
 
Qualtrics Introduction Presentation
Qualtrics Introduction PresentationQualtrics Introduction Presentation
Qualtrics Introduction Presentation
 
Revealing Behavior: Web Analytics Strategy 101
Revealing Behavior: Web Analytics Strategy 101Revealing Behavior: Web Analytics Strategy 101
Revealing Behavior: Web Analytics Strategy 101
 
Unlock Your Data's Potential By Integrating Qualtrics & Tableau
Unlock Your Data's Potential By Integrating Qualtrics & TableauUnlock Your Data's Potential By Integrating Qualtrics & Tableau
Unlock Your Data's Potential By Integrating Qualtrics & Tableau
 
SaaStock East Coast 2019 - Patrick Campbell, Founder & CEO, Profitwell
SaaStock East Coast 2019 - Patrick Campbell, Founder & CEO, ProfitwellSaaStock East Coast 2019 - Patrick Campbell, Founder & CEO, Profitwell
SaaStock East Coast 2019 - Patrick Campbell, Founder & CEO, Profitwell
 
SugarCon 2013: Tips for user adoption
SugarCon 2013: Tips for user adoptionSugarCon 2013: Tips for user adoption
SugarCon 2013: Tips for user adoption
 
Booster 2014 How to Build the Right Thing
Booster 2014  How to Build the Right ThingBooster 2014  How to Build the Right Thing
Booster 2014 How to Build the Right Thing
 
Sourcing and Procurement Best Practices During Uncertain Times
Sourcing and Procurement Best Practices During Uncertain TimesSourcing and Procurement Best Practices During Uncertain Times
Sourcing and Procurement Best Practices During Uncertain Times
 
Building User Adoption Into Your Enterprise Software (TSW2015)
Building User Adoption Into Your Enterprise Software (TSW2015)Building User Adoption Into Your Enterprise Software (TSW2015)
Building User Adoption Into Your Enterprise Software (TSW2015)
 
Bodhtree workforce productivity_improvement_solution
Bodhtree workforce productivity_improvement_solutionBodhtree workforce productivity_improvement_solution
Bodhtree workforce productivity_improvement_solution
 
Digital Personalization 101: The building blocks for a powerful strategy
Digital Personalization 101: The building blocks for a powerful strategyDigital Personalization 101: The building blocks for a powerful strategy
Digital Personalization 101: The building blocks for a powerful strategy
 
Latest Innovations from Workday Analytics and Planning
Latest Innovations from Workday Analytics and PlanningLatest Innovations from Workday Analytics and Planning
Latest Innovations from Workday Analytics and Planning
 
Navigating the Workday Analytics and Reporting Ecosystem
Navigating the Workday Analytics and Reporting EcosystemNavigating the Workday Analytics and Reporting Ecosystem
Navigating the Workday Analytics and Reporting Ecosystem
 

Viewers also liked

How to Create Top Sales Dashboards
How to Create Top Sales DashboardsHow to Create Top Sales Dashboards
How to Create Top Sales Dashboardsdreamforce2006
 
The Autonomous Customer Expo 15
The Autonomous Customer Expo 15The Autonomous Customer Expo 15
The Autonomous Customer Expo 15Nicola Millard
 
Treating customers fairly what ce os must know- final
Treating customers fairly   what ce os must know- finalTreating customers fairly   what ce os must know- final
Treating customers fairly what ce os must know- finalStephenRosling
 
Customer Experience Trends for 2017 that will influence how consumers want to...
Customer Experience Trends for 2017 that will influence how consumers want to...Customer Experience Trends for 2017 that will influence how consumers want to...
Customer Experience Trends for 2017 that will influence how consumers want to...Chantel Botha
 
Lean Analytics & Analytics Dashboards
Lean Analytics & Analytics DashboardsLean Analytics & Analytics Dashboards
Lean Analytics & Analytics DashboardsYves Ferket
 
The Business Case for Corporate Performance Management
The Business Case for Corporate Performance ManagementThe Business Case for Corporate Performance Management
The Business Case for Corporate Performance ManagementCharles Bedard
 
Cell project example
Cell project exampleCell project example
Cell project examplehappygirl1983
 
Leadership Sustainability: Seven Disciplines to Achieve the Changes Great Lea...
Leadership Sustainability: Seven Disciplines to Achieve the Changes Great Lea...Leadership Sustainability: Seven Disciplines to Achieve the Changes Great Lea...
Leadership Sustainability: Seven Disciplines to Achieve the Changes Great Lea...Human Capital Media
 

Viewers also liked (10)

How to Create Top Sales Dashboards
How to Create Top Sales DashboardsHow to Create Top Sales Dashboards
How to Create Top Sales Dashboards
 
The Autonomous Customer Expo 15
The Autonomous Customer Expo 15The Autonomous Customer Expo 15
The Autonomous Customer Expo 15
 
Treating customers fairly what ce os must know- final
Treating customers fairly   what ce os must know- finalTreating customers fairly   what ce os must know- final
Treating customers fairly what ce os must know- final
 
Customer Experience Trends for 2017 that will influence how consumers want to...
Customer Experience Trends for 2017 that will influence how consumers want to...Customer Experience Trends for 2017 that will influence how consumers want to...
Customer Experience Trends for 2017 that will influence how consumers want to...
 
Lean Analytics & Analytics Dashboards
Lean Analytics & Analytics DashboardsLean Analytics & Analytics Dashboards
Lean Analytics & Analytics Dashboards
 
2011-2012 Slumber Parties Catalog
2011-2012 Slumber Parties Catalog2011-2012 Slumber Parties Catalog
2011-2012 Slumber Parties Catalog
 
The Business Case for Corporate Performance Management
The Business Case for Corporate Performance ManagementThe Business Case for Corporate Performance Management
The Business Case for Corporate Performance Management
 
Biography= My grandmother
Biography= My grandmotherBiography= My grandmother
Biography= My grandmother
 
Cell project example
Cell project exampleCell project example
Cell project example
 
Leadership Sustainability: Seven Disciplines to Achieve the Changes Great Lea...
Leadership Sustainability: Seven Disciplines to Achieve the Changes Great Lea...Leadership Sustainability: Seven Disciplines to Achieve the Changes Great Lea...
Leadership Sustainability: Seven Disciplines to Achieve the Changes Great Lea...
 

Similar to Delivering an effective customer experience dashboard

Revenue Operations Analytics: A Strategic Blueprint
Revenue Operations Analytics: A Strategic BlueprintRevenue Operations Analytics: A Strategic Blueprint
Revenue Operations Analytics: A Strategic BlueprintKwanzoo Inc
 
Documentation Workbook Series. Step 3 Presenting Information (Visual Document...
Documentation Workbook Series. Step 3 Presenting Information (Visual Document...Documentation Workbook Series. Step 3 Presenting Information (Visual Document...
Documentation Workbook Series. Step 3 Presenting Information (Visual Document...Adrienne Bellehumeur
 
Secrets Of Successful Portal Implementations Dec2008
Secrets Of Successful Portal Implementations   Dec2008Secrets Of Successful Portal Implementations   Dec2008
Secrets Of Successful Portal Implementations Dec2008Susan Hanley
 
Planning for an Oil & Gas Operation Well Life Cycle Framework
Planning for an Oil & Gas Operation Well Life Cycle FrameworkPlanning for an Oil & Gas Operation Well Life Cycle Framework
Planning for an Oil & Gas Operation Well Life Cycle FrameworkJeff Dyk
 
The CFO in the Age of Digital Analytics
The CFO in the Age of Digital AnalyticsThe CFO in the Age of Digital Analytics
The CFO in the Age of Digital AnalyticsAnametrix
 
Casewise - 7 steps to business architecture
Casewise - 7 steps to business architectureCasewise - 7 steps to business architecture
Casewise - 7 steps to business architectureJean-Patrick Ascenci
 
Implementing business intelligence
Implementing business intelligenceImplementing business intelligence
Implementing business intelligenceAlistair Sergeant
 
Best Practices - Contact Centers
Best Practices - Contact CentersBest Practices - Contact Centers
Best Practices - Contact CentersSpectrum
 
Moving from Collaboration Pilot to Successful Implementation
Moving from Collaboration Pilot to Successful ImplementationMoving from Collaboration Pilot to Successful Implementation
Moving from Collaboration Pilot to Successful ImplementationChristian Buckley
 
Success Through an Actionable Data Science Stack
Success Through an Actionable Data Science StackSuccess Through an Actionable Data Science Stack
Success Through an Actionable Data Science StackDomino Data Lab
 
Big Data LA 2016: Backstage to a Data Driven Culture
Big Data LA 2016: Backstage to a Data Driven CultureBig Data LA 2016: Backstage to a Data Driven Culture
Big Data LA 2016: Backstage to a Data Driven CulturePauline Chow
 
12 Guidelines For Success in Data Quality Projects
12 Guidelines For Success in Data Quality Projects12 Guidelines For Success in Data Quality Projects
12 Guidelines For Success in Data Quality ProjectsInnovative_Systems
 
Strategy Basecamp's IT Diagnostic - Six Steps to Improving Your Technology
Strategy Basecamp's IT Diagnostic - Six Steps to Improving Your TechnologyStrategy Basecamp's IT Diagnostic - Six Steps to Improving Your Technology
Strategy Basecamp's IT Diagnostic - Six Steps to Improving Your TechnologyPaul Osterberg
 
Customer Experience: Getting past the Barriers to Success
Customer Experience: Getting past the Barriers to SuccessCustomer Experience: Getting past the Barriers to Success
Customer Experience: Getting past the Barriers to Successsuitecx
 
Establishing a Collaboration Roadmap
Establishing a Collaboration RoadmapEstablishing a Collaboration Roadmap
Establishing a Collaboration RoadmapDrew Madelung
 
Proven Strategies for increasing Adoption and Engagement
Proven Strategies for increasing Adoption and EngagementProven Strategies for increasing Adoption and Engagement
Proven Strategies for increasing Adoption and EngagementChristian Buckley
 
Marcus Baker: People Analytics at Scale
Marcus Baker: People Analytics at ScaleMarcus Baker: People Analytics at Scale
Marcus Baker: People Analytics at ScaleEdunomica
 

Similar to Delivering an effective customer experience dashboard (20)

Revenue Operations Analytics: A Strategic Blueprint
Revenue Operations Analytics: A Strategic BlueprintRevenue Operations Analytics: A Strategic Blueprint
Revenue Operations Analytics: A Strategic Blueprint
 
Documentation Workbook Series. Step 3 Presenting Information (Visual Document...
Documentation Workbook Series. Step 3 Presenting Information (Visual Document...Documentation Workbook Series. Step 3 Presenting Information (Visual Document...
Documentation Workbook Series. Step 3 Presenting Information (Visual Document...
 
Secrets Of Successful Portal Implementations Dec2008
Secrets Of Successful Portal Implementations   Dec2008Secrets Of Successful Portal Implementations   Dec2008
Secrets Of Successful Portal Implementations Dec2008
 
Planning for an Oil & Gas Operation Well Life Cycle Framework
Planning for an Oil & Gas Operation Well Life Cycle FrameworkPlanning for an Oil & Gas Operation Well Life Cycle Framework
Planning for an Oil & Gas Operation Well Life Cycle Framework
 
Software for Optimal Operations
Software for Optimal OperationsSoftware for Optimal Operations
Software for Optimal Operations
 
PART 1.docx
PART 1.docxPART 1.docx
PART 1.docx
 
The CFO in the Age of Digital Analytics
The CFO in the Age of Digital AnalyticsThe CFO in the Age of Digital Analytics
The CFO in the Age of Digital Analytics
 
Casewise - 7 steps to business architecture
Casewise - 7 steps to business architectureCasewise - 7 steps to business architecture
Casewise - 7 steps to business architecture
 
Implementing business intelligence
Implementing business intelligenceImplementing business intelligence
Implementing business intelligence
 
Best Practices - Contact Centers
Best Practices - Contact CentersBest Practices - Contact Centers
Best Practices - Contact Centers
 
Moving from Collaboration Pilot to Successful Implementation
Moving from Collaboration Pilot to Successful ImplementationMoving from Collaboration Pilot to Successful Implementation
Moving from Collaboration Pilot to Successful Implementation
 
Success Through an Actionable Data Science Stack
Success Through an Actionable Data Science StackSuccess Through an Actionable Data Science Stack
Success Through an Actionable Data Science Stack
 
Big Data LA 2016: Backstage to a Data Driven Culture
Big Data LA 2016: Backstage to a Data Driven CultureBig Data LA 2016: Backstage to a Data Driven Culture
Big Data LA 2016: Backstage to a Data Driven Culture
 
12 Guidelines For Success in Data Quality Projects
12 Guidelines For Success in Data Quality Projects12 Guidelines For Success in Data Quality Projects
12 Guidelines For Success in Data Quality Projects
 
Strategy Basecamp's IT Diagnostic - Six Steps to Improving Your Technology
Strategy Basecamp's IT Diagnostic - Six Steps to Improving Your TechnologyStrategy Basecamp's IT Diagnostic - Six Steps to Improving Your Technology
Strategy Basecamp's IT Diagnostic - Six Steps to Improving Your Technology
 
Customer Experience: Getting past the Barriers to Success
Customer Experience: Getting past the Barriers to SuccessCustomer Experience: Getting past the Barriers to Success
Customer Experience: Getting past the Barriers to Success
 
Establishing a Collaboration Roadmap
Establishing a Collaboration RoadmapEstablishing a Collaboration Roadmap
Establishing a Collaboration Roadmap
 
Proven Strategies for increasing Adoption and Engagement
Proven Strategies for increasing Adoption and EngagementProven Strategies for increasing Adoption and Engagement
Proven Strategies for increasing Adoption and Engagement
 
BI_StrategyDM2
BI_StrategyDM2BI_StrategyDM2
BI_StrategyDM2
 
Marcus Baker: People Analytics at Scale
Marcus Baker: People Analytics at ScaleMarcus Baker: People Analytics at Scale
Marcus Baker: People Analytics at Scale
 

Recently uploaded

International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...ssuserf63bd7
 
Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Anamaria Contreras
 
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...ssuserf63bd7
 
Kenya Coconut Production Presentation by Dr. Lalith Perera
Kenya Coconut Production Presentation by Dr. Lalith PereraKenya Coconut Production Presentation by Dr. Lalith Perera
Kenya Coconut Production Presentation by Dr. Lalith Pereraictsugar
 
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxThe-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxmbikashkanyari
 
Appkodes Tinder Clone Script with Customisable Solutions.pptx
Appkodes Tinder Clone Script with Customisable Solutions.pptxAppkodes Tinder Clone Script with Customisable Solutions.pptx
Appkodes Tinder Clone Script with Customisable Solutions.pptxappkodes
 
NewBase 19 April 2024 Energy News issue - 1717 by Khaled Al Awadi.pdf
NewBase  19 April  2024  Energy News issue - 1717 by Khaled Al Awadi.pdfNewBase  19 April  2024  Energy News issue - 1717 by Khaled Al Awadi.pdf
NewBase 19 April 2024 Energy News issue - 1717 by Khaled Al Awadi.pdfKhaled Al Awadi
 
Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024Kirill Klimov
 
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCRashishs7044
 
PSCC - Capability Statement Presentation
PSCC - Capability Statement PresentationPSCC - Capability Statement Presentation
PSCC - Capability Statement PresentationAnamaria Contreras
 
Entrepreneurship lessons in Philippines
Entrepreneurship lessons in  PhilippinesEntrepreneurship lessons in  Philippines
Entrepreneurship lessons in PhilippinesDavidSamuel525586
 
Cybersecurity Awareness Training Presentation v2024.03
Cybersecurity Awareness Training Presentation v2024.03Cybersecurity Awareness Training Presentation v2024.03
Cybersecurity Awareness Training Presentation v2024.03DallasHaselhorst
 
Investment in The Coconut Industry by Nancy Cheruiyot
Investment in The Coconut Industry by Nancy CheruiyotInvestment in The Coconut Industry by Nancy Cheruiyot
Investment in The Coconut Industry by Nancy Cheruiyotictsugar
 
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607dollysharma2066
 
business environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxbusiness environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxShruti Mittal
 
Buy gmail accounts.pdf Buy Old Gmail Accounts
Buy gmail accounts.pdf Buy Old Gmail AccountsBuy gmail accounts.pdf Buy Old Gmail Accounts
Buy gmail accounts.pdf Buy Old Gmail AccountsBuy Verified Accounts
 
Send Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.comSendBig4
 
8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR
8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR
8447779800, Low rate Call girls in New Ashok Nagar Delhi NCRashishs7044
 

Recently uploaded (20)

International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...International Business Environments and Operations 16th Global Edition test b...
International Business Environments and Operations 16th Global Edition test b...
 
Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.
 
Call Us ➥9319373153▻Call Girls In North Goa
Call Us ➥9319373153▻Call Girls In North GoaCall Us ➥9319373153▻Call Girls In North Goa
Call Us ➥9319373153▻Call Girls In North Goa
 
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
 
Kenya Coconut Production Presentation by Dr. Lalith Perera
Kenya Coconut Production Presentation by Dr. Lalith PereraKenya Coconut Production Presentation by Dr. Lalith Perera
Kenya Coconut Production Presentation by Dr. Lalith Perera
 
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxThe-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
 
Corporate Profile 47Billion Information Technology
Corporate Profile 47Billion Information TechnologyCorporate Profile 47Billion Information Technology
Corporate Profile 47Billion Information Technology
 
Appkodes Tinder Clone Script with Customisable Solutions.pptx
Appkodes Tinder Clone Script with Customisable Solutions.pptxAppkodes Tinder Clone Script with Customisable Solutions.pptx
Appkodes Tinder Clone Script with Customisable Solutions.pptx
 
NewBase 19 April 2024 Energy News issue - 1717 by Khaled Al Awadi.pdf
NewBase  19 April  2024  Energy News issue - 1717 by Khaled Al Awadi.pdfNewBase  19 April  2024  Energy News issue - 1717 by Khaled Al Awadi.pdf
NewBase 19 April 2024 Energy News issue - 1717 by Khaled Al Awadi.pdf
 
Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024Flow Your Strategy at Flight Levels Day 2024
Flow Your Strategy at Flight Levels Day 2024
 
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
8447779800, Low rate Call girls in Shivaji Enclave Delhi NCR
 
PSCC - Capability Statement Presentation
PSCC - Capability Statement PresentationPSCC - Capability Statement Presentation
PSCC - Capability Statement Presentation
 
Entrepreneurship lessons in Philippines
Entrepreneurship lessons in  PhilippinesEntrepreneurship lessons in  Philippines
Entrepreneurship lessons in Philippines
 
Cybersecurity Awareness Training Presentation v2024.03
Cybersecurity Awareness Training Presentation v2024.03Cybersecurity Awareness Training Presentation v2024.03
Cybersecurity Awareness Training Presentation v2024.03
 
Investment in The Coconut Industry by Nancy Cheruiyot
Investment in The Coconut Industry by Nancy CheruiyotInvestment in The Coconut Industry by Nancy Cheruiyot
Investment in The Coconut Industry by Nancy Cheruiyot
 
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
(Best) ENJOY Call Girls in Faridabad Ex | 8377087607
 
business environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxbusiness environment micro environment macro environment.pptx
business environment micro environment macro environment.pptx
 
Buy gmail accounts.pdf Buy Old Gmail Accounts
Buy gmail accounts.pdf Buy Old Gmail AccountsBuy gmail accounts.pdf Buy Old Gmail Accounts
Buy gmail accounts.pdf Buy Old Gmail Accounts
 
Send Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.com
 
8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR
8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR
8447779800, Low rate Call girls in New Ashok Nagar Delhi NCR
 

Delivering an effective customer experience dashboard

  • 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.
  • 11.
  • 12. Top tips and watch outs
  • 13.
  • 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?
  • 15.
  • 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.
  • 17.
  • 18.
  • 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.
  • 22.
  • 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.
  • 25.
  • 26.
  • 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.
  • 28.
  • 29.