How do you ensure data quality and security for your CX analytics dashboard?

In my experience, I usually 1. Implement Access Controls: Restrict data access to authorized personnel only, ensuring sensitive information is protected. 2. Automate Data Quality Checks: Use automated tools to regularly check and flag inconsistencies or anomalies in the data. 3. Backup Regularly: Maintain regular backups of your data to prevent loss in case of system failures. 4. Stay Compliant: Ensure that your data handling processes comply with relevant data protection regulations and industry standards.

Para garantir a qualidade e a seguran?a dos dados no painel de análise de CX, sugiro três pilares: coleta precisa, governan?a sólida e prote??o rigorosa. Penso que implementar processos de valida??o contínua dos dados para garantir a integridade é algo relevante, além de políticas de seguran?a robustas, como criptografia e controle de acesso. Desta forma, é possível oferecer insights confiáveis e proteger as informa??es dos clientes.

A critical step before defining your metrics is to establish a clear and motivating goal, mission and vision for your Customer Experience (CX) function. These should be well-defined, documented and readily available to the entire organization. They should inspire a deep sense of service passion among all staff members and align harmoniously with your business objectives.

Make metrics easily understandable by thinking in 2 categories: operational and exerience data. I am a big fan of how Qualtrics has broken down CX metrics into these two categories. Operational data is derived from highly observable and measurable processes while experience data measures attitudes, emotions, and other things that cannot be easily observed. I use these 2 category framework to help me understand where to start in collecting and analyzing data.

Be cautious about metrics. Some way to start: - Considering NPS, CSAT, CLVE etc would be a good starting point. Make it concise and easy to understand. - Not forgetting what is real in the field often more important. How your customer treat your brand and turn into an advocate is a hard to measure metric but would be the ultimate - Non-arguably a good CX will always lead into a good revenue (increment). - Come back to CSAT, NPS, type of metrics & evaluate the way how it is collected to always iterate.

Some ways to get started: - Closely understand how your business operate. eg: if most of customer activities run offline, relying solely on online data may not the correct strategy - Prioritize data. Choose what is critical, validate if it is reliable and meaningful / meaningful if processed. - Plan accordingly. Make it easy and make sense to scale over the time.

This topic is complex which is why you need to work closely it your Technology business partners. Below are a few things I keep in mind: When choosing data sources for CX, prioritize critical and reliable sources with a focus on data accuracy and compliance with regulations. Ensure robust security measures, integration capabilities, and adherence to customer consent and transparency. Implement a data governance framework, conduct regular audits, and consider vendor reputation for sustained quality and security. These approaches helps create a trustworthy and efficient data ecosystem for effective customer experience management.

Here are some of the data sources I have considered as per my experience at multiple companies: - CRM - VoC (Voice of Customer) Platform - Customer interactions (if not captured in CRM) - Call centre (tickets, voice recordings) - Mobile App - Branches / Outlets - Social Media (From your social media management tool) - Corporate Website - Billing and Order Management platform (if done outside CRM) - Datawarehouse (To get any additional data) Please ensure that you are adhering to the data protection and data privacy regulations that are governing your industry and that are in place as per the local authorities. Because there could be data exchanges between public cloud and your local data centres.

Os dados utilizados nas análises e correla??es de CX, obrigatoriamente precisam ser da mesma fonte que os relatórios executivos. Quanto mais correlacionados os dados de experiência estiverem com dados de negócio que os executivos est?o acostumados a ver, trará maior credibilidade a sua estratégia de CX.

Selecting appropriate data sources is crucial for a robust CX analytics dashboard. Utilize sources like surveys, feedback forms, web analytics, CRM systems, social media, and call center logs. Ensure data consistency, reliability, and relevance across sources, obtaining necessary permissions and consent. Prevent data silos and duplication by employing a common data model and format. Implement robust data integration processes to streamline data flow into the dashboard. By choosing reliable and relevant data sources, you enhance the accuracy and effectiveness of your CX analytics.

In my experience, when you get to this stage you need to strongly consider what budget and resources you have to take on this task. Building and maintaining dashboards while ensuring data quality and security requires dedicated resources due to the ongoing and critical nature of these tasks. Hiring skilled professionals, such as data analysts, data engineers, and cybersecurity experts, is essential to design robust dashboards, perform regular data quality assessments, and implement security protocols. These resources play a crucial role in ensuring that the data used for CX analysis is accurate, reliable, and secure, contributing to informed decision-making and sustained customer trust over time.

Having dirty unvalidated data for actions is today's reason of most people tired with brand customer experience. This may heard simple but a lot of time mistaken. Missing this step means irrelevancy & it impact CS the most. After the data ingested, customer data model should've been planned. What's matter to the business and customer are importantly equal. Getting full context of the customer helping content activation smoothness.

Cleaning and validating data is essential to ensure the accuracy and reliability of your CX analytics. Utilize methods such as data cleansing, validation, normalization, and transformation to remove errors, outliers, duplicates, and irrelevant data. Regularly update and refresh data to maintain accuracy. Implement robust quality control processes to identify and rectify discrepancies promptly. By ensuring clean and validated data, you enhance the credibility and effectiveness of your CX analytics, facilitating informed decision-making.

Once your data sources are in place, the next step is ensuring the data is clean and reliable. The biggest risk at this stage is making decisions based on inaccurate or outdated data, which can lead to poor business outcomes. To avoid this, focus on processes like removing duplicates, correcting errors, and dealing with outliers that could distort your analysis. Regular updates are also essential to keep the data current. Neglecting this can result in a loss of trust in the data and the insights it provides, ultimately reducing the effectiveness of your dashboard.

Es importante salvaguardar los datos personales de nuestros cliente y para ello es vital entender y participar con las áreas legales, comerciales para conocer a plenitud la política de la empresa. Miremos este ejemplo: "Acepta transferir sus datos personales a nivel nacional con la finalidad de cumplir XXXX, YYYY; así como transferir los datos a los socios comerciales y empresas vinculadas etc etc etc" Queramos o no aceptarnos, esto en la mayoría de los casos es autorizar la venta de datos. Evitemos hacernos de la vista gorda y que el área de Seguridad tecnológica y legal sean parte vital del equipo CX.

Design your data with GDPR in mind. In my experience in both technology and cybersecurity and while working in the U.S., designing your data infrastructure with GDPR in mind is essential when creating dashboards to ensure data quality and security. Even though GDPR is a European regulation, its principles apply to the processing of personal data of EU residents, regardless of the geographical location of the organization. By incorporating GDPR-compliant practices, such as data anonymization, explicit user consent, and robust security measures, you not only enhance data quality and security but also demonstrate a commitment to global privacy standards, which is increasingly important in the interconnected digital landscape.

Security has been a single word haunting people the most over decades. The control over customer data has to be given (back) to them. 3rd party data cookies depreciation lead into 1st party data centered business where it is giving a space and opportunity for customer control their data. Complying to GDPR/CCPA/HIPAA is always good under the paper. What really matters is how customer trust brands over their data usage. Choosing the right power tools is crucial, defining proper process is mandatory, empowering (your/brand) people is daily routine.

Securing data is paramount for maintaining trust and compliance. Adhere to best practices like encryption, authentication, and authorization to safeguard against unauthorized access or loss. Comply with relevant data privacy laws such as GDPR, CCPA, or HIPAA, ensuring protection and confidentiality. Educate staff and users on safe and responsible data handling practices through training and awareness programs. Implement robust backup and recovery mechanisms to mitigate risks. By prioritizing data security, you safeguard sensitive information and uphold customer trust.

Protecting data from unauthorized access or loss is crucial. Use encryption, authentication, and backup measures, and comply with privacy laws like GDPR and CCPA. The key risk is a data breach, which can cause financial damage and harm your reputation. Training staff on data security is essential to prevent mishandling and reduce vulnerabilities.

In my experience helping to design dashboards, you can’t go wrong by browsing Amazon for books on this subject. Look into: The top book recommendations for dashboard design include "Information Dashboard Design" by Stephen Few, offering in-depth guidance on creating clear and effective dashboards. "Storytelling with Data" by Cole Nussbaumer Knaflic emphasizes the narrative aspect of data visualization, promoting compelling storytelling in dashboard design. "The Big Book of Dashboards" by Steve Wexler, Jeffrey Shaffer, and Andy Cotgreave provides practical insights through real-world examples, while "Data Points" by Nathan Yau explores broader data visualization principles applicable to enhancing dashboard effectiveness.

There are two primary methods: scores and stories. Both provide confidence; one rationally and the other emotionally. What's important is to ensure they are a double act. If you present a customer performance dashboard, ensure the dashboard design team know its purpose is to 'explain why a score is where it is'. Practitioners can stare at a 8.3CSat or a 35NPS, but they cant do anything with it. They can work with, 'because you ordering platform duplicates effort with re-keying data you've asked for already'. Make sure both are topics. And in terms of storytelling, treat the internal landscape as a canvass. Be inventive and showcase stories.

Visualizing and communicating data effectively is crucial for driving informed decisions and actions. Choose appropriate charts, graphs, tables, or visual elements that align with your data and audience preferences. Utilize colors, labels, and filters to enhance readability and customization of the dashboard. Provide context, explanations, and recommendations to support insights and goals effectively. Regularly update and refine visuals based on feedback and evolving needs. By presenting data in a clear, concise, and compelling manner, you empower stakeholders to derive actionable insights and drive meaningful outcomes.

Selecting the right chart is like choosing the right map for an expedition. Pie charts offer a familiar overview, like a bird's-eye view of the landscape. But sometimes you need the detailed contours of a line chart to trace the journey, or the layered complexity of a heatmap to reveal hidden connections within the terrain.

Dashboards are ‘living’ projects that require regular updates to ensure all users have access to tailored, actionable intelligence. Here are a few considerations: - Data Sources: updated with the latest surveys and reflects recent changes. Consider adding sources from your internal systems to enrich the analysis. - KPIs: analyze data in a way that provides trackability across organization-wide, team, and individual KPIs. - Usage and Usability: identify who is accessing the dashboard and how often. Engage with your internal customers to understand their needs, how the dashboard assists them, and what might be missing. If they are not utilizing the dashboard, find out why? It may be as simple as A&E or UX issue.

CX leaders should conduct an annual review of their dashboards to ensure data quality and security. This process involves verifying the accuracy and relevance of the data being collected, checking for potential discrepancies, and updating metrics based on evolving business priorities. Additionally, CX leaders should assess and enhance security measures, ensuring that customer data is protected, and compliance with data privacy regulations is maintained, fostering a trustworthy and reliable foundation for data-driven decision-making throughout the organization.

Continuously monitoring and improving your dashboard is essential for maximizing its effectiveness. Track usage metrics and assess impact on customer satisfaction, loyalty, and business goals. Collect feedback from users and customers to identify areas for optimization and enhancement. Stay abreast of emerging trends and technologies in CX analytics and dashboard design, incorporating relevant updates to maintain relevance and efficacy. Regularly iterate and refine the dashboard based on insights and feedback, ensuring it remains a valuable tool for driving informed decisions and achieving strategic objectives.

Your dashboard shouldn't be a 'set it and forget it' tool. It needs to evolve along with your business and customer needs. Regularly review its performance, gather feedback, and make adjustments to keep it relevant and impactful.

Empresas mais estruturadas geralmente tem uma base dados "oficial" para consulta, mas se você trabalha em uma empresa que ainda n?o tem essa maturidade de gest?o de dados, garanta e confira periodicamente, se os dados de negócio que está utilizando em suas análises e correla??es de CX s?o idênticas as dos relatórios executivos.

Ensuring Data Quality: Establish Clear Data Governance Data Collection and Integration Data Cleaning and Transformation Data Monitoring and Quality Control Ensuring Data Security: Implement Strong Access Controls Data Encryption Secure Data Storage Compliance with Regulations By following these steps, you can ensure high data quality and robust security for your CX analytics dashboard, enabling you to make accurate, informed decisions while protecting customer information.