Creating an Effective CX Dashboard: A Guide for Success

Are you looking to improve your customer experience program and engage your staff and executives more effectively? Look no further than implementing a CX dashboard. In this blog post, we’ll explore the importance of a CX dashboard, how to create one, and what key metrics to include to ensure its success.

A CX dashboard serves as an easy-to-understand report card on your organization’s CX performance. It allows readers to gain a holistic understanding of how the company is performing and facilitates organizational responsiveness by highlighting any red flags or declining trends. Additionally, a CX dashboard raises awareness and engages employees in achieving CX outcomes by connecting them to business success.

When creating your CX dashboard, it’s crucial to identify your audience and select metrics that matter to them. Executives, for example, will be interested in customer satisfaction metrics such as NPS, CSAT, and CES, as well as key operational and outcome metrics that tie CX to organizational goals. Other recipients may want more detailed breakdowns by customer journey stage, product type, or customer segment.

To determine what metrics to include on your dashboard, consider the drivers of customer satisfaction in each journey stage and focus on displaying the top operational metrics that have the highest influence on satisfaction. It’s also essential to balance engaging employees with avoiding dashboard fatigue by distributing the dashboard at appropriate intervals.

In my experience managing a CX program for a large telecommunications company, I found success in creating a dashboard with headline metrics on the first page and additional detailed data on subsequent pages. I distributed the dashboard monthly to senior stakeholders and integrated it with other established dashboards for visibility.

If you’re embarking on creating your first CX dashboard, remember to tailor it to your audience’s needs, focus on key metrics that drive customer satisfaction, and ensure it is visible and easily accessible to all stakeholders. By implementing a CX dashboard, you can effectively communicate your progress and drive improvements in your customer experience program.