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With the launch of our Digital Experience Dashboard for sales and service in summer 2019, a constant pace of development and innovation started. Together with our clients and market experts, our research, sales and data teams have been improving, testing and rolling out new features on design and navigation continuously.

Your expert on this topic

Elizabeth Wemmenhove
International Project Lead

In this product update, we’ll give you a heads-up on just some of the new features and benefits for you as a customer in our service dashboard. We’ll make sure to gear up the frequency of these updates, so you’ll get a more and more clear understanding of the benefits of our products. If you got any questions in the meantime, ask Liz Wemmenhove anything by dropping her an e-mail!

Timeline

One of the things added in version 3.37 is the timeline. This allows you to monitor the progress of your digital service performance over time.

KPI sheet in overall scores

 We have created increasingly smart overviews in which you can quickly see which specific tasks require the most attention. This month we are launching our worst and best cases table that shows in one overview which tasks score highest with which providers. Clicking on a task shows you directly why this task scores high or low.

 We are continuously trying to improve the visualization of KPIs such as the NPS, channel preference and CES. For the NPS we are working on an overview in which you can see at a glance how many respondents remain promoters, detractors, and passives, and how large the group of gains (from detractor to promoter) and losses (from promoter to detractor) is.

With channel preference, we show the share of customers that changes from ‘help needed’ to self-service and vice versa. This tells you whether a certain task convinces customers to choose an online self-service channel in the future or they prefer to contact the company directly (because the self-service channel was not convincing).

Explanatory titles in graphs

To take more and more work off the hands of our users, we have added smart titles that immediately explain what you see in a particular graph. For example, provider X shows the least problems on task Y. We are developing this further with the intention that the dashboards increasingly do the interpretation for the user.

Qualitative data: Uncovering most discussed topics with text mining

Text mining has been developed for both our Sales and Service dashboards, which unveils which theme is “talked” about most by customers – for example about logging in or navigation. These topics are interactive within the dashboard and corresponding comments from respondents are displayed.

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