Worldwide Customer Experience Dashboard
Mision
To develop a global customer experience dashboard that provides real-time, actionable insights, enabling the company to prioritize business initiatives, improve customer satisfaction, and align teams under a unified CX strategy.
Vision
To create a seamless, customer-centric car rental experience by leveraging data-driven insights that improve service quality and optimize business performance across all markets.
Industry
Car Rental
Size
Big Corp
Markets
World Wide
Timeline
6 Months
Team Member
1 CX Designer
Type of Project
Implant
Need For Cange
To optimize customer experience, efficiency, and business performance, the company required a centralized, real-time dashboard that provided:
A clear view of customer pain points across the journey.
Prioritization of business initiatives based on data-driven insights.
Cross-team collaboration by ensuring all departments had access to unified CX and business data.
Business Background
A leading car rental company aimed to enhance its customer experience strategy by creating a comprehensive dashboard that would provide real-time insights into customer pain points, business priorities, and overall experience across the customer journey.
The project was designed for global deployment, ensuring alignment between HQ and local teams across various departments, including customer experience, operations, marketing, and customer satisfaction.
The Company
Operating in multiple markets worldwide, the company needed a centralized, data-driven approach to measure customer experience and business performance. The dashboard had to integrate CX metrics and business KPIs, allowing for strategic decision-making along the customer journey that improved customer interactions while supporting operational efficiency and business growth.
Key Challenges
Cross-Departmental Alignment: Facilitating collaboration between teams to address CX challenges and ensure alignment in interpreting and utilizing data metrics for decision-making.
Balancing CX and Business Metrics: Aligning customer experience goals with financial and operational performance indicators.
Technology & System Integration: Consolidating data from multiple sources into a single dashboard was challenging due to inconsistent formats, fragmented systems across teams
Fragmented Data Collection: Different markets and teams used inconsistent methods for gathering CX and business metrics.
Resistance to Change & Adoption: Some teams and countries were accustomed to their own dashboards, making it challenging to drive adoption. Demonstrating the added value and efficiency of the new dashboard was key to ensuring company-wide buy-in.
Real-Time Data Accessibility: Some teams required immediate, real-time access to CX insights, but data synchronization and reporting capabilities varied across platforms.
Objectives
Develop a global CX dashboard that integrates customer and business metrics.
Simplify data collection and standardize reporting across all markets.
Align all teams (CX, operations, marketing, customer satisfaction) under a unified vision.
Identify key customer pain points and suggest the definition of actionable priorities.
Improve decision-making by tracking CX performance at each journey stage.
Ensure scalability for global deployment across the company and HQ teams.
Overcoming Obstacles
Resistance to Change → Ensured early stakeholder engagement and hands-on training.
Data Silos & Inconsistencies → Standardized data collection methods across regions.
Cross-Team Misalignment → Established a structured framework for collaboration and decision-making.
Balancing CX & Business Metrics → Integrated a mix of customer insights and financial KPIs to guide priorities.
Lessons Learned
Cross-Team Alignment is Key to a Unified CX Strategy
A customer experience initiative cannot exist in isolation. Involving operations, marketing, and customer satisfaction teams from the beginning ensures stronger adoption and more effective decision-making.A Well Based Standardized Data Collection Improves Decision-Making
Inconsistent data creates blind spots. Establishing clear data collection methods and ensuring reliable input from all regions allowed for a more accurate understanding of customer needs.Balancing CX and Business Priorities Leads to A Deeper Perspective of the CX. A successful dashboard must integrate both customer satisfaction metrics and business KPIs. The right balance ensures CX initiatives drive measurable impact on revenue, retention, and operational efficiency.
Impact
Increased efficiency in identifying and addressing customer pain points.
Better cross-team collaboration, with all departments working from the same insights.
Results
A centralized dashboard providing clear insights into customer experience and business performance.
Faster decision-making by identifying and prioritizing key customer pain points.
Improved collaboration between CX, operations, marketing, and customer satisfaction teams.
Conclusion
By developing a global customer experience dashboard, the company could streamlined decision-making, aligned cross-functional teams, and established a structured approach to improving CX. The tool serves as a foundation for prioritizing business initiatives, tracking customer pain points, and driving sustainable growth.
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