We want to show you the latest feature of our customer experience platform, namely the ability to compare your sales and customer experience performance between countries and customer journeys.
This feature is visible when you have benchmarked more than one customer journey, a customer journey in more than one country, or both.
Visual upgrade of your home screen
To start with, you might have noticed that the platform has received a visual upgrade. And to help you navigate even faster, we've placed your latest dashboards at the top of the home page. Additionally, you can easily invite new team members to the platform, view your recently benchmarked journeys, and access all your recent files. !
Customer journeys or countries
Let's look at what you can do with the new dashboard. When you enter this dashboard, you get the option to choose between comparing customer journeys and comparing countries.
Comparing customer journeys
If we take ING's example, we can see how well their journeys perform in their markets, looking at the discoverability and conversion of the benchmark studies. Imagine we want to zoom in further, and we want to look at the customer journeys of investing, mortgages, and personal loans. When you select these three journeys, we see immediate differences. We see, for example, that discoverability differs between these three journeys. Interesting insight. ! We can also see the average sales performance of the selected customer journeys, the average position in the ranking compared to competitors, and the average score. The same applies to the average CX performance. If you want to know how these scores are calculated, we can look at the performance per journey and the specific scores on the different journeys we've selected on the left side. ! Now suppose you want to know how well we're doing compared to the competition on these journeys, then we can select Rabobank, for example, and then see for the same journeys how well they're doing on the different metrics of discoverability and conversion. And how well we're doing, and how that's plotted in the graph. Then we can make an easy comparison between journeys, between competitors. !
Comparing countries
We can also look at this from a country perspective. We see the average performance of these journeys we've selected for ING, in the specific countries where they've been benchmarked. And we can see how many journeys this score is based on. ! If we now select Rabobank again, we can naturally see how well we're doing compared to them in the countries where they were active for the journeys we've selected. And if we want to get an overarching insight, we can also choose "average" above the bubble chart. You can imagine that these new types of views give you many new insights into how well you're performing, related to your journeys, the competition, and the specific countries you're interested in. And that's why it shows you whether you're on the right track to win from your competitors and become number one in your market. We wish you much pleasure with the update. And if you have questions, don't hesitate to contact us.
