CMSWire Tweet Jam: Analytics & Dashboarding - Gaining CX Insights #DXChat

Description

As the amount and breadth of customer data businesses have access to has grown over the years, the challenge remained how to make the most of it. Dashboarding has emerged as one way to deliver information and insights quickly as well as follow performance in real time. 

Join us on Aug. 29 at 10 am PT / 1 pm ET / 1700 GMT as we discuss the ins and outs of discovering the gold hidden within your customer data through compelling visualizations. Everyone is welcome to join in on Twitter using the #DXChat hashtag. 

The Questions

  1. What's the first step in creating an effective customer experience dashboard?
  2. What one thing businesses get wrong when creating a CX dashboard? 
  3. What specific information needs to be included in a CX dashboard to enable decision making? 
  4. Which metric do you use to measure overall customer satisfaction and why did you choose that one? 
  5. How do you recommend representing open-ended customer feedback in a dashboard, or does it not belong there? 
  6. What steps can businesses take to ensure high data quality within dashboards? 
  7. BONUS: Should CX dashboards include specific targets? And if so, to what extent?

Participation Guidelines

A few things to keep in mind:

  • Introduce yourself with your first #dxchat tweet. Include your name, job title and organization you work for. 
  • Answer question one with A1, question two with A2, etc. — and always include the #dxchat hashtag. For example, "@bigbird A2 Cramming too much data into a dashboard is worse than having a dashboard at all. #dxchat" 
  • Please don't pitch products or services — stay knowledge focused. 
  •  Keep the discussion professional, but informal. Remember this is a public chat — be thoughtful.

Confused how to join in? Read this.

Hope to see you there.

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