Analytics to Measure and Improve Customer Experience

from Voices in Local Government · host Joe Supervielle, Brittany Carter

Specific topics include:How to standardize customer data and experiences across unique departments and situations.What resources are needed to implement this kind of program. And why it's important to find small and big wins to show the value of the work.Forming "CX Core Teams" to keep the framework and process sustainable even without constant support from an analyst.Working with IT to figure out software solutions.Reconciling how a disproportionate percentage of feedback is extreme positive or negative compared to the silent middle.Equity in CX and data analytics.Customer Experience Measurement Guidebook for a replicatable step by step process about how to implement a measurement framework to get customer feedback. Resources:Download the Free EBook: Measure What Matters: Tips for Aligned Strategic Priorities and watch the video on How Minneapolis Prepares for the Future with Strategic Budgeting

What this episode covers

Brittany Carter, research analyst, customer experience, King County, Washington joins Voices in Local Government to discuss how analytics can measure and improve Customer Experience.

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Analytics to Measure and Improve Customer Experience

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This episode is 20 minutes long.

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This episode was published on November 2, 2022.

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