CX Dashboards & Reporting:
How Do You Create Role-Based CX Dashboards?
Build role-based dashboards that turn Customer Experience (CX) data into decisions. Define audiences, map their actions, choose the right KPIs and visuals, and publish one governed system that teams can trust.
Create role-based CX dashboards by aligning audience → decisions → metrics → visuals → cadence. Build tailored views for Executive, CX/Ops, Product, Success, Support, Sales/Account, and Marketing. Each tile needs an owner, target, alert rule, and next-best action—all sourced from a single glossary and data lineage.
Principles For Role-Based CX Dashboards
The Role-Based Dashboard Playbook
A practical sequence to define audiences, wire data, and publish actionable views.
Step-By-Step
- Inventory roles & questions — Executive, CX/Ops, Product, Success, Support, Sales/Account, Marketing; list the decisions each must make.
- Map metrics to actions — Choose outcomes (retention, expansion), indicators (adoption, time-to-value), and risk signals (backlog, SLA).
- Design role visuals — Exec tiles & trends; Ops funnels & cohorts; Success risk heat maps; Support SLA tiles; Product adoption curves.
- Unify identity & glossary — Person/account IDs, consent, and a shared definition library with owners and thresholds.
- Automate alerts — Red/yellow triggers, account watchlists, and renewal proximity flags routed to owners.
- Pilot & iterate — Launch with two roles, capture feedback, harden lineage, and expand to remaining audiences.
- Operationalize governance — Refresh cadence, versioning, access rules, and a weekly review ritual.
Role-Based CX Dashboards: Who Sees What
| Role | Primary Decisions | Core KPIs | Must-Have Widgets | Refresh Cadence | Owner |
|---|---|---|---|---|---|
| Executive / Board | Investment, priorities, risk tolerance | Retention, Net Revenue Retention, Churn, Revenue at Risk | North-star tiles, trend lines, risk heat map | Weekly / Quarterly packet | CX Leadership + Finance |
| CX & Operations | Journey fixes, capacity, SLA rules | Conversion, Time-in-Stage, SLA, Backlog Aging | Funnel, Sankey, backlog tiles | Daily / Weekly | Operations |
| Customer Success | Renewal risk, expansion plays | Health Score, Adoption Depth, Renewal Pipeline | Account risk heat map, watchlist, renewal timeline | Daily | Success Managers |
| Support | Case routing, deflection, quality | Time to First Response, Resolution Time, Reopen Rate | SLA tiles, Pareto of drivers, aging bars | Hourly / Daily | Support Leads |
| Product | Onboarding, adoption, roadmap | Activation, Time-to-Value, Feature Usage, DAU/WAU/MAU | Cohorts, usage curves, feature heat map | Weekly | Product Analytics |
| Sales / Account | Upsell targeting, save plays | At-Risk ARR, Expansion Pipeline, Engagement | Account 360, intent signals, next-best action | Daily / Weekly | RevOps |
| Marketing | Content gaps, advocacy, lifecycle programs | Referral Rate, Advocacy Volume, Education Completion | Theme trends, content performance, cohort uplift | Weekly | Marketing Ops |
Client Snapshot: One System, Many Views
A global SaaS firm launched role-based CX dashboards anchored to one glossary and lineage. Within two quarters, time-to-value improved 18%, escalation rates dropped 12%, and upsell win rate rose 8% as each team acted from a tailored, governed view.
Define acronyms in your glossary: CX = Customer Experience; NPS = Net Promoter Score; CSAT = Customer Satisfaction; CES = Customer Effort Score. Clear definitions align roles and accelerate action.
FAQ: Creating Role-Based CX Dashboards
Quick answers for leaders and operators.
Launch Role-Based CX Dashboards
We’ll define audiences, wire reliable data, and publish governed dashboards that drive outcomes.
Develop Content Elevate Marketing Operations