CX 360 Dashboard

The ForeSee^® CX 360 Dashboard displays for CX Measurement clients logging into CX Suite. This multi-channel view is designed to give business leaders a snapshot of priorities and performance across their business. The dashboard consists of two cards:

• The Recommended Priorities card identifies the priority across all CX Measure surveys to highlight what part of your business needs immediate attention.
• The CX Journey card displays the customer journey view, which is an ordered sequence across your measures, and compares each measure’s performance to industry benchmarks and ForeSee^® Top Performers.

The ForeSee^® CX 360 Dashboard can be exported into a slide show presentation format for ease and readiness in socializing data throughout your organization.

Recommended Priorities

The Recommended Priorities by CX Measure card is a result of applying the Priority Ratio across all CX Measure surveys so you can quickly identify which part of your business needs more or less of your attention. The Recommended Priorities by CX Measure card includes all of your active measures that have Satisfaction, Likelihood to Recommend in the model, and Impacts calculated. The Priority Ratio is calculated by taking the monthly stored impacts that Customer Satisfaction score (CSAT) has on the Likelihood to Recommend divided into the CSAT, and multiplied by 100. This product is then rounded to the tenth decimal point and then sorted in descending order. You see your most important priority first and your least important priority last.

To view details about each measure:

• Click the More Information icon (...) to display details without leaving the dashboard, such as the measure’s Impact Date Range, N Count, CSAT Score, Rank Ratio, and Measure Activation Date.
• Click the Analyze Survey link to display the Measures Dashboard for analysis of the specific survey.

The Recommended Priorities by CX Measure card only shows the ranking of active measures with calculated impacts. However, you can also keep track of active measures still in the process of collecting enough n count to calculate impacts, which is 300. There are two messages within the card to aid in this:

• The number of measure included and the total measures available are displayed along the top of the card.
• A reminder at the end of the carousel to keep track of the progress. Click the See Progress link or the Settings icon () to display the Settings dialog containing which measures are not included and the status of the measure in reaching the minimum n count. The Settings dialog also offers the configuration options to hide or show each measure in the card.

CX Journey

The CX Journey card displays the customer journey view in an ordered sequence across your measures. This card compares each measure's performance to industry Benchmark Average and the ForeSee^® Top Performers. Measures display in an interactive bar chart:

• Hover over a score to view details, such as the CSAT, N Count, and date range.
• Click on a specific measure in the bar chart to display the Measure Dashboard and easily drill in to analyze the survey in more detail.

To customize this view:

• For measures of less interest, you can control which measures display in the CX Journey card. Click the Settings icon () and clicking the Hide/Show toggle.
• The ForeSee^® Website Index Benchmark Category displays by default, but other categories are available. Click the Settings icon () and select the desired Benchmark Category to display per measure in the CX Journey card.