Chief Digital Officer (CDO) Dashboard pillars

  • Release version: Zurich
  • Updated September 1, 2025
  • 2 minutes to read
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    Summary of Chief Digital Officer (CDO) Dashboard pillars

    The CDO Dashboard is designed to provide Chief Digital Officers and other leaders with real-time insights into the health and productivity of digital initiatives. It focuses on consolidating data related to user sentiment, platform usage, operational performance, and financial outcomes from digital transformation efforts.

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    Key Features

    • Strategic Pillars: The dashboard is built around five strategic pillars that include metrics for digital experience sentiment, platform adoption, operational performance, self-service maturity, and financial outcomes.
    • Sentiment Metrics: Measures customer satisfaction (CSAT) and identifies low satisfaction drivers to improve user experience.
    • Usage Metrics: Tracks application usage and engagement trends to ensure active customer and employee participation in digital solutions.
    • Operations Metrics: Monitors incident handling and SLA performance to maintain operational stability and reliable service delivery.
    • Transformation Metrics: Assesses self-service enablement and automation adoption to enhance service resolution and reduce manual workloads.
    • Outcome Metrics: Provides visibility into cost savings and spending patterns to evaluate the financial impact of digital initiatives.

    Key Outcomes

    The CDO Dashboard enables leaders to:

    • Monitor digital adoption and identify areas for increased usage.
    • Assess customer satisfaction with digital platforms and touchpoints.
    • Track major incidents and SLA delivery for critical services.
    • Measure automation and self-service maturity to support transformation efforts.
    • Evaluate digital spending patterns and identify cost-saving opportunities.

    This dashboard is essential for senior digital and technology leaders aiming to drive platform adoption, operational excellence, and measurable outcomes in their organizations.

    Organizing insights into these five pillars promotes Chief Digital Officer (CDO) focus on delivering value quickly, improving productivity and optimizing risks.

    Strategic pillars

    The strategic pillars of the CDO dashboard show metrics related to digital experience sentiment, platform adoption and engagement, operational performance, self-service and automation maturity, and the financial outcomes of digital transformation initiatives
    Pillar Focus Area Key metrics Description
    Sentiment Customer satisfaction
    • CSAT
    • Response volume
    • CSAT trends
    • Low cSAT drivers
    		 Measures digital experience quality and user feedback to understand satisfaction levels and identify areas for experience improvement.
    Usage App usage
    • MAU
    • Hits
    • Usage by application
    • Engagement trends
    		 Monitors digital platform usage and adoption across applications to ensure that customers and employees are actively engaging and receiving value from digital solutions.
    Operations Continuous improvement
    • P1 volume
    • P1 resolution trend
    • SLA attainment
    		 Tracks major incident handling and SLA performance to safeguard operational stability and ensure dependable digital service delivery.
    Transformation Self-service enablement
    • Self-service %
    • Automation %
    • Self-service resolution channels
    • Automation trend
    		 Evaluates progress toward digital self-sufficiency, automation adoption, and shift-left initiatives to reduce manual workloads and accelerate service resolution.
    Outcome Spend optimization
    • Cost savings
    • Total spend
    • Savings trends
    • Spend by business function
    		 Provides financial visibility into digital transformation impact, tracking spending patterns and savings achieved from technology and automation initiatives.
    CDO Dashboard with Sentiment, Usage, Operations, Transformation, and Outcome pillars, each containing key metrics and visualizations.

    CDO Dashboard overview

    This dashboard is for the Chief Digital Officer and others who require real-time insights into the health and productivity of your company's digital properties.

    Purpose

    The CDO Dashboard provides a comprehensive, real-time view of digital experience, platform usage, operational performance, and transformation outcomes across the enterprise. It consolidates insights on user sentiment, technology adoption, self-service enablement, automation progress, and digital spend to help leaders evaluate how effectively digital initiatives are driving value, efficiency, and customer impact.

    This dashboard enables Chief Digital Officer to:
    • Monitor digital adoption and identify areas where usage must be increased.
    • Assess customer satisfaction with digital platforms and experience touch-points.
    • Track major incident performance and SLA delivery for critical digital services.
    • Measure automation and self-service maturity to accelerate transformation initiatives
    • Evaluate digital spend patterns and cost-saving opportunities
    Target audience

    The CDO Dashboard is designed for senior digital, technology, and business transformation leaders who require deep visibility into digital readiness, consumption trends, automation efforts, and experience quality. It supports strategic and operational decision-making for teams responsible for driving platform adoption, operational excellence, and measurable digital outcomes.

    Primary Stakeholders
    • Chief Digital Officer (CDO)
    • Chief Information Officer (CIO)
    • Chief Information Security Officer (CISO)
    • IT Service Management process owners
    • Service Desk and operations managers