Dave the CCO

Dave the CCO
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  • David has 30 minutes to gather his thoughts. He wants to show that he's knows whats going on and they made the right decision appointing him as Executive of Customer Insights.
  • Hi David, I been asked to call you to step into the boardroom as they are discussing customer satisfaction.
  • They want you to briefly talk through our customer satisfaction and NPS results and highlight areas that need attention
  • David needs to access the customer satisfaction and NPS results really quickly and put jot down a few talking points that will be valuable 
  • We measure customer satisfaction across 6 divisions. How do I get the key metrics from 6 BU's into a single picture?
  • As the Executive of Customer Insights, David usually spends his days in meetings and doesn't often login to inQuba or the reports. He wanders if he should call Cheryl to help him.
  • I'll log onto the CX Dashboard and see what I can put together. 
  • David is worried that he is going to iether get too much information or not enough detail. He wishes he was better prepared and had more time. 
  • Once David has logged into the inQuba Exec Dashboard he chooses the option to see customer satisfaction and NPS for the the entire Group.
  • Within minutes David is able to see customer satisfaction and NPS across the organisation. He has the information needs for the meeting with 20 minutes to spare.
  • David is pleasantly surprised that within seconds he is presented with an overall satisfaction and nPS score for the organisation. Clicking on that he gets scores for each BU an easy to read format. The Dashboard has also highlighted the 5 areas with the lowest customer satisfaction and NPS scores. 
  • David decides that he'l present the results directly from the CX Dashboard which has saved him a heap of preparation time and will be sure to impress his colleagues.
  • David heads for the boardroom, confident that he can has the information he needs for a valuable discussion. 
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