What are the best practices for presenting CX analytics insights to stakeholders?

At Unidas, we present CX insights efficiently, tailoring the message to each audience. Executives need to see business impact, while operational teams seek practical insights. Our team of specialists conducts in-depth survey analyses, identifying improvement patterns and uncovering opportunities. They closely monitor NPS results, creating committees for each business area and preparing reports for discussions with senior management and teams. We use storytelling to show the real impact on customer journeys and visualize data clearly. Additionally, we provide context, benchmarks, and recommendations to ensure everyone understands the insights and can take action to improve our service.

In my roles to date, I have always found it key to make sure all the insights you are gathering align very well with the needs of your stakeholders. Data is supposed to be translated into actionable strategies for continuous improvement. When you present CX analytics, this should involve: - Customised reports- aligning insights with stakeholder needs - Visual representation- Use charts, graphs, and infographics for better understanding. - Regular Updates: Schedule weekly and monthly updates to track progress and adapt strategies. - Storytelling Approach: Narrate data, connecting it to real customer experiences, to convey its significance.

Additionally, 1- Visualize personalized Data. 2- Provide Context: Relate analytics to overall business goals. 3- Benchmarking: Compare against industry standards for context. 4- Real-Time Insights. 5- Actionable Recommendations. 6 Feedback Loops: Encourage questions and open discussions. 7- Regular Updates: Maintain a consistent schedule for insights.

Presenting CX analytics insights to stakeholders is like telling a story. You want to make sure your audience is engaged and understands the impact of the data. Start by understanding your company's culture. Tailor your presentation to fit its values and goals. Use visuals and examples that resonate with your audience. Show real-life scenarios to make the data more relatable. Communicate clearly and concisely. Avoid jargon and technical terms that might confuse people. Be open to questions and feedback. Highlight the actionable insights. Provide practical recommendations that can improve customer experience. Show how these changes can benefit the organization.

Para apresentar insights de análise de CX de forma eficaz, é importante traduzir os dados em histórias claras e acionáveis. é importante destacar tendências e impactos, focar nos KPIs que se alinham aos objetivos da empresa e mostrar como os insights podem melhorar a experiência do cliente e gerar resultados de negócios. Permitir um espa?o para discuss?o e colabora??o, é outro aspecto relevante, pois facilita o entendimento e a tomada de decis?o em conjunto.

Collecting desired feedback topics and trends prior to sharing metrics and reports is helpful to ensuring feedback shared is as relevant as possible. This should not a "set-and-forget" type of report building. I have found regular syncs and meetings critical to ensuring reports are always relevant and evolving as the business needs.

Help leaders to think in 3’s to initiate action and accountability. Presenting CX insights to stakeholders involves categorizing findings into 3 actionable areas: "Expected Outcome” establishes expected business outcomes, "Experience Enhancement Initiatives" identifies actionable improvements in the customer journey, and "Business Risk Mitigation" flags potential risks to be addressed promptly. By employing these categories, stakeholders can prioritize objectives effectively, fostering a strategic and results-driven approach to CX management that aligns with broader business goals. This structured presentation enhances decision-making and facilitates a targeted focus on areas crucial for improving the overall customer experience.

Defining objectives in presenting CX analytics is akin to setting a compass for your journey. Articulating what you aim to achieve ensures focus, relevance, and effectiveness in your communication. Objectives could range from seeking buy-in for a CX strategy to identifying pain points for immediate resolution or even celebrating successes to motivate teams. Without defined objectives, you risk delivering a scattered message that fails to resonate or drive action. Therefore, take time to clarify your purpose, whether it's to inform, persuade, or inspire stakeholders, ensuring alignment with broader organizational goals. Ultimately, well-defined objectives serve as a beacon, guiding preparation and stakeholders' understanding and engagement.

Defining clear objectives is essential for crafting a focused and impactful presentation of CX analytics insights. Determine the key insights or recommendations you want to convey and their implications for stakeholders. Identify the desired actions or responses you hope to elicit from your audience. Craft a concise statement outlining your purpose and desired outcome, serving as a guide for content selection and organization. Clearly state your objectives at the beginning of the presentation and reinforce them at the end to ensure alignment and understanding. By articulating clear objectives, you enhance the effectiveness and relevance of your CX analytics presentation.

La mejor forma es que haya cadencia de los resultados y para hacer que generen impacto se deben presentar a los más altos niveles y que cada responsable tome el compromiso que generar acciones en los casos que estén en incumplimiento. Y posteriormente ellos mismos van presentando sus avances.

Read these 3 books to learn the art of storytelling with data. "Storytelling with Data" by Cole Nussbaumer Knaflic guides business professionals in transforming data into compelling visual narratives. Nathan Yau's "Data Points" offers practical insights into the meaningful visualization of data, while "The Big Book of Dashboards" by Steve Wexler, Jeffrey Shaffer, and Andy Cotgreave provides a comprehensive guide to creating impactful dashboards that tell stories with real-world business scenarios. These books collectively empower readers to enhance their data communication skills and make insights more accessible through effective storytelling.

Make it fun by taking one real customer example. Incorporating real customer examples can add an interactive dimension to your presentation. Ideally, choose a customer who interacted across the entire customer journey and ask the audience how they would have felt in the customer's shoes. This approach personalizes the data and encourages empathy, making the insights more relatable and actionable for stakeholders.

Utilizing storytelling techniques can significantly enhance the impact of your CX analytics presentation, making insights more engaging and memorable for your audience. Incorporate real-life stories to illustrate points and demonstrate the tangible impact of CX on customers. Utilize various storytelling formats, such as case studies, anecdotes, scenarios, or testimonials, tailored to your audience and objectives. Employ a clear and logical narrative structure, such as the situation-complication-resolution model, to guide your audience through the story. Infuse emotions, humor, or surprises strategically to captivate and maintain audience interest. By leveraging storytelling, you can effectively convey CX analytics insights.

It’s about telling a story, a true one. It’s about highlighting the efforts, commending the synergies, pinpointing the challenges, sharing forecasts, presenting strategies and tactics, commenting on setbacks, praising achievements, associating names to each and every accomplishment. What about data? Well, that is the means we use to tell that story. Akin to pictures or drawings we would use in a storybook. I, personally, have always found it key to make sure all the insights I gather align with the needs of my clients and stakeholders. There has to be a before and after. Between them, your audience wants to know: What happened? - How did it happen? - Who made it happen? - Where did it land us? In other words, what did we gain from this?

I personally rely on the Pyramid Principle approach (see Barbara Minto's book and website for more detail). Presenting in a pyramid follows a storytelling approach based on the SCORE format. S is the situation...very brief explanation. C is the complication or issue that the data suggests needs to be addressed. O is opportunity is often implied as a result of the complication. R is your recommendation, and is the most important point you want to make right away with your first slide. E are examples or more detail for your recommendation. Throughout most of my career I've presented to executive audiences, and I've learned that stating your recommendation/key finding up front is key to establishing credibility.

Read "The Big Book of Dashboards" by Steve Wexler, Jeffrey Shaffer, and Andy Cotgreave. This is an excellent resource for those looking to delve into the practical aspects of creating impactful dashboards. The book provides comprehensive guidance on designing dashboards that effectively communicate data-driven insights, catering to a broad audience. For CX leaders, mastering the principles outlined in this book is invaluable as it equips them with the skills to design dashboards that visualize key customer experience metrics and enable informed decision-making.

You might be having your data that resides on silos. So it is time to get them into the dashboards by preparing a CX Dashboard. Break data silos. Here are some of the things to consider when building this: - Visualisation should be clear / less complex - Try to tell a story though your dashboard - Build your story around the available data and your external findings. - Highlight the salient points, relationships, do compare, etc.

Visualize Your Data Choose Visuals: Use charts, graphs, and tables to illustrate trends, patterns, and key points. Emphasize Key Data: Highlight important takeaways with clear, compelling visuals. Design Clearly: Use colors, fonts, labels, and legends for readability and emphasis. Simplify: Avoid overly complex or numerous visuals; ensure they align with your objectives and message. Ensure Consistency: Maintain a consistent style and format to support your overall message. Effective visualization makes your CX insights clear, engaging, and memorable.

Visualizing data effectively is essential for conveying CX analytics insights in a clear and compelling manner. Utilize charts, graphs, tables, and other visual aids to illustrate trends, patterns, comparisons, and relationships within your data. Emphasize key points or takeaways through strategic use of colors, fonts, labels, and legends. Ensure visuals are easy to read and understand, avoiding complexity and overcrowding. Maintain consistency and alignment with your objectives and message throughout. By employing effective data visualization techniques, you enhance the accessibility and impact of your CX analytics presentation, facilitating better comprehension and decision-making among stakeholders.

Podemos integrar tecnologías actuales para captar la atención en lo que respecta a la visualización de datos y presentarla de una manera más lúdica. Por ejemplo, podríamos trabajar en una presentación inmersiva en realidad virtual, donde los líderes puedan caminar por un entorno virtual, como un sendero flanqueado por monta?as cuyos tama?os representen diferentes métricas. A medida que avanzan, los datos se presentarían en tiempo real, permitiendo una experiencia interactiva única. Este tipo de enfoques novedosos no solo captan la atención de la audiencia, sino que también garantizan que la información sea memorable y fácil de comprender.

I have found it best to remember that most people fall into these 2 categories: data literate and data illiterate. The data literate folks effortlessly weave through charts, graphs, and dashboards, transforming raw numbers into meaningful stories. On the flip side, the data illiterate may find themselves lost in a sea of data points, struggling to navigate the intricate landscape of visualized information. Bridging this gap, especially for CX leaders, involves not just presenting data but translating it into a narrative that resonates with both groups, ensuring everyone can contribute to informed decision-making.

Now, remember, not everyone will read the charts and graphs with the same ease. When presenting, do not forget the narrative. A picture (or a chart) may be worth a thousand words but context will always be essential. Your words will give life and shape to all the data. A rise could be reassuring or distressing. A decrease may be cause for concern or good news. Status quo could translate into stability or be understood as stagnation. Whatever the case may be, the words you choose to utter will have an impact.

Contextualizing and interpreting data elevates it from mere numbers to actionable insights. Raw data lacks context and can lead to misinterpretation. By offering explanations, comparisons, and implications, stakeholders gain a deeper understanding of the data's significance. Highlighting correlations and causations provides clarity on relationships within the data, while outlining potential impacts on customer behavior or business outcomes enables stakeholders to make informed decisions. This approach ensures that insights are not only understood but also applied effectively, driving meaningful improvements in customer experience and business performance.

Providing context and interpretation alongside visual data is crucial for facilitating a comprehensive understanding of CX analytics insights. Explain the significance of the data, its relevance to objectives, and implications for stakeholders. Offer benchmarks, comparisons, or references to contextualize data against goals, expectations, or industry standards. Address any limitations, assumptions, or uncertainties in the data, fostering transparency and credibility. Acknowledge alternative perspectives or interpretations to encourage critical thinking. Avoid unsupported claims or conclusions that may confuse or mislead the audience.

Provide Context and Interpretation Explain Data: Clarify what your data means and why it matters. Relate to Objectives: Show how the data supports your goals and message. Include Benchmarks: Compare your data to goals, expectations, or industry standards. Address Limitations: Note any data limitations, assumptions, or uncertainties. Acknowledge Perspectives: Consider alternative explanations or viewpoints. Avoid Misleading Claims: Ensure all conclusions are data-supported and clear. Contextualizing your data helps your audience grasp its significance and relevance, making your insights more impactful and credible.

I have found that CX analytics and insights need to be actionable if stakeholders are to take them seriously. “What should I do next?” “What actions should I take to increase loyalty?” We must be ready to answer these when presenting to stakeholders. Sometimes the answer will require further investment in a process with a difficult-to-calculate ROI. Understandably, this is a tough decision to make but I have found the following to work well: 1) Design and track a Progress KPI linked to the new process. (Can be NPS, CSAT, etc.) 2) Schedule short meetings with key stakeholders to align on the Progress KPI after launching the new process The results of the new process will be easy to see, and the stakeholders will be more engaged

I present CX data to be acted on in 3 ways. 1) Normal business outcome 2) Risk to the business 3) CX improvement identified Humans are wired to think in groups of 3, and leaders want to be presented with a easy decision making framework to take actionable next steps. I have found this approach works best.

Clearly articulate the next steps or actions you recommend based on the insights presented. Whether it's allocating resources, adjusting strategies, or launching new initiatives, a call to action ensures that stakeholders understand their role in driving CX improvements and are motivated to take meaningful steps forward.

Concluding your CX analytics presentation with a clear call to action is essential for driving action and engagement among stakeholders. Clearly articulate what you want the audience to do next, whether it's implementing recommendations, accessing resources, or taking specific actions aligned with objectives. Provide a detailed action plan, timeline, or next steps to guide implementation efforts effectively. Encourage feedback, questions, or suggestions to foster dialogue and collaboration. Express gratitude for the audience's attention and participation, reinforcing their importance in driving CX initiatives forward. By incorporating a compelling call to action, you inspire stakeholders to translate insights into tangible outcomes.

Una idea que me compartió un cliente para la presentación de los resultados de CX es hacer que el ownership de los datos esté en cada uno de los stakeholders. De esta forma, en lugar de que sea el área de CX quien presenta los resultados... es responsabilidad de cada área presentar los datos que el área de CX les ha compartido con anterioridad.

Ultimately, it's about aligning insights with stakeholder and company priorities. Presenting CX analytics insights involves tailoring them to stakeholders' backgrounds. For executives, focus on strategic impact. Middle managers need actionable solutions for departmental pain points. Frontline staff benefit from insights contextualized to their interactions with customers, actionable feedback, and training opportunities.

Remember, there are “Analytical” leaders and “Pragmatic leaders. Business leaders who prioritize data and insights can be classified as "Analytical Leaders." They focus on comprehensive data analysis, seek patterns, and base decisions on a thorough understanding of information. On the other hand, those who primarily care about actions and next steps may be termed "Pragmatic Leaders." They prioritize results, efficient processes, and tangible outcomes, often valuing actionable insights over extensive data analysis. Both personas contribute distinct perspectives to strategic decision-making, balancing the need for comprehensive understanding with a practical orientation towards achieving measurable results.

Your analysis and subsequent insights should be tied directly to how it impacts your company's strategy and the value created. Nothing else.

Know Your Audience Structure Your Presentation Use Visual Aids Effectively Focus on Key Metrics Make Comparisons Encourage Interaction and Feedback By following these best practices, you can effectively present CX analytics insights to stakeholders, ensuring that the data is understood, valued, and acted upon to improve the overall customer experience.