Using Data to Measure CX Performance

Digital Marketing - Study Notes:

CX performance dashboards

People talk a lot about data. Big data has been a hot topic for the past few years. But often, organizations don’t know what data they have, let alone how to use it.

From the Customer Journey Framework, each tier should have a list of data sources aligned to each capability. By reviewing each of these, a company can extract the key metrics and aggregate them into a dashboard that enables a simple traffic light report of the entire customer experience.

Using tools such as PowerBI enables visualization from these multiple data sources to help the organization better measure the what and where. This is a far more powerful insight than blunt tools such as Net Promoter Score (NPS), which don’t identify the why.

Start by reviewing what you have today. It’s likely to be very little or siloed to each business area. By working with technical colleagues, you will develop a rich picture of what the organization could have, but doesn’t make use of today.

In the customer experience map, note the data available for each capability and whether it is used today.

Analytics packages

Before you can create insights, you must capture the data. Across the customer journey, there are multiple types of data available.

For example, in retail footfall, counters are available via wifi pinging to understand how many customers are in the store. Interactions cover purchases, activities, and customer services. These make for interesting charts to understand current volumes, but do not affect the customer experience itself.

By collecting explicit loyalty data from an individual account, you can recognize and offer the most appropriate reward or points collection. Also, analytics can identify individuals and behaviors, which is critical in establishing relationships with those that matter.

Analyzing hypotheses

Assessing data can lead to several hypotheses. These what-if’s can be tested to understand what specific combinations are most appropriate for your audience.

For example, you may wish for more prospects to become email subscribers to receive offers. There are several elements – image, headline, standfirst, and call to action. Using a few variables, platforms can test and automatically optimize for the best performing combination.

By using data, you can know, not guess, how to improve the experience.