Shawn Phillips

Chief Technology Officer, Heart of the Customer

How a Customer-Focused Dashboard Puts You in the Driver’s Seat
April 20, 2021
3:00 – 3:45 p.m.

See Full Agenda

Customer-focused dashboards are one of the hardest working tools in CX. To reap the benefits of CX platforms, you need to be smart about what you’re measuring, identify the metrics that best reflect what is happening during the customer journey, and determine what matters most to your customers and your business. Shawn Phillips will show you how to build a dashboard that incorporates the journey analytics you need to grow your business. His research shows that programs with a customer-focused dashboard are 10 times more likely to drive change.

By the end of this session you will learn:

  • How a customer-focused dashboard can have a dramatic impact on your organization
  • How to determine which metrics to include in your dashboard
  • How successful CX programs are utilizing data analytics and other CX technology to drive ROI and show business impact