Why we’re fans of digital CX management platforms
As you might imagine, measuring and managing all of those different journeys and touchpoints requires robust digital solutions. Fortunately we’ve seen rapid developments in this field, resulting in innovative solutions such as Milkymap, CX Omni, TheyDo, or Smaply. These platforms enable you to map your service ecosystem, connect journeys to real-time CX metrics, and make all of that easily accessible to all people in your organisation. This brings several advantages:
Create a single source of truth
By establishing a single place for gathering data on customer experience, you create a common source of truth that can bridge departments. This prevents unnecessary discussion and confusion.
Coordinate projects and track their impact
CX management dashboards are great for tracking the customer-centric ‘health status’ of your products and services. This enables you to prioritise the journeys or touchpoints that deserve your attention first, which helps you to respond quickly and effectively. Furthermore, showing the monetary impact of CX performance can help you establish budgets for CX projects. Lastly, tracking CX performance over time allows you to better understand if your CX projects are having the intended effect.
Create ownership and accountability for CX
By making CX performance easily accessible and holding people accountable for it, you increase ownership for CX with people across all levels of the organisation.
Prevent double work
Too often reports aren’t used, lose their relevance, or simply get lost. With proper maintenance, a CX management dashboard can stay relevant indefinitely. Furthermore, by delegating responsibilities according to your service ecosystem you prevent teams from doing the same jobs twice.
Explain the numbers
KPI’s alone don’t tell you what should be done to improve them. To explain the behaviour the data indicates, you need to ask your customers ‘why’ and ‘how’. CX dashboards often allow you to add those qualitative insights right next to the numbers, effectively bundling quantitative and qualitative data together in the same place.