Ensure your organization is armed with the data you need to deliver a great customer experience across all channels in just two weeks.
Happier customers start here.
80% of businesses think they deliver a superior customer experience. But only 8% of their customers agree.
Because today’s customers are multi-channel. In fact, 74% of consumers now use three or more channels when interacting with big companies around customer service issues. Customer experience is a battlefield and a valuable innovation opportunity for marketing leaders.
Great data is the linchpin that drives better business decisions. Companies must embed advanced analytics into their operations to become more customer-centric and unlock hidden value.
Overcome siloed channels
Identify data “black holes”
along your customer journey
Improve the quality
of your data
The first Kickstart step evaluates the maturity of your existing CX Analytics. We assess your CX landscape using our CX Analytics Framework, including Business Drivers, Channels, Owners/Stakeholders, System of Records and KPIs. Further, we gauge your technical maturity across architectures in terms of Data Access; ETL (Extract, Transform and Load) for systems of record, data storage and governance, natural language processing and machine learning, and analytical visualization.
The second step of the Kickstart prioritize your business need by ranking Business Impact, Organizational Readiness, and Ease of Implementation. Next, we identify your CX Analytics impact “Hot Spots” across Sales Effectiveness, Customer Satisfaction, Contact Center Efficiency, Customer Churn, Compliance, and Product Quality.
In the final two steps, we create sample analytics visualizations to bring to light the six CX Analytics framework blocks.
What you’ll get:
Upon completion of this Kickstart you’ll take away the following artifacts:
Business Priority & Maturity
Big Block Targets
CX Analytics Heatmap
CX Analytics Roadmap
Timeline & Next Steps