Responsibilities
Customer experience dashboard evaluating business units and channels. You can use the functionality of the chart to focus on specific information.
Availability
This dashboard is shown on the Dashboards fact sheet of the Customer journey landscape model type on the Dashboards fact sheet under Responsibilities.
Charts
Top seven business units associated with a good customer experience.
Data source
ARIS Architect:
Report: CXM - Responsibility (Ownership)
Report configurable?
No
Data collection
Context: Customer journey landscape model type.
Starting from the selected customer journey landscape, all owners specified in the Ownership row and their associated customer touchpoints are retrieved from all assigned customer journey maps. Checks whether the Customer feeling attribute is specified for any of the customer touchpoints and counts the touchpoints for which the value of the Customer feeling attribute type is set to Positive.
Data feed
CXM - Responsible owner
Calculation
Good experience ratio: Number of customer touchpoints for which the value of the Customer feeling attribute type is set to Positive divided by the total number of customer touchpoints.
Top seven business units associated with a bad customer experience.
Data source
ARIS Architect:
Report: CXM - Responsibility (Ownership)
Report configurable?
No
Data collection
Context: Customer journey landscape model type.
Starting from the selected customer journey landscape, all owners specified in the Ownership row and their associated customer touchpoints are retrieved from all assigned customer journey maps. Checks whether the Pain point attribute is specified for any of the customer touchpoints and counts the touchpoints for which the value of the Pain point attribute type is set to true.
Data feed
CXM - Responsible owner
Calculation
Number of customer touchpoints for which the value of the Pain point attribute type is set to true divided by the total number of customer touchpoints (bad experience ratio).
Top-7 channels associated with a good customer experience.
Data source
ARIS Architect:
Report: CXM - Responsibility (Channel)
Report configurable?
No
Data collection
Context: Customer journey landscape model type.
Starting from the selected customer journey landscape, all channels specified in the Channel row and their associated customer touchpoints are retrieved for all assigned customer journey maps. Checks whether the Customer feeling attribute is specified for any of the customer touchpoints and counts the touchpoints for which the value of the Customer feeling attribute type is set to Positive.
Data feed
CXM - Responsibility channel
Calculation
Good experience ratio: Number of customer touchpoints for which the value of the Customer feeling attribute type is set to Positive divided by the total number of customer touchpoints.
Top-7 channels associated with a bad customer experience.
Data source
ARIS Architect:
Report: CXM - Responsibility (Channel)
Report configurable?
No
Data collection
Context: Customer journey landscape model type.
Starting from the selected customer journey landscape, all channels specified in the Channel row and their associated customer touchpoints are retrieved for all assigned customer journey maps. Checks whether the Pain point attribute is specified for any of the customer touchpoints and counts the touchpoints for which the value of the Pain point attribute type is set to true.
Data feed
CXM - Responsibility channel
Calculation
Number of customer touchpoints for which the value of the Pain point attribute type is set to true divided by the total number of customer touchpoints (bad experience ratio).