Analytics to Measure and Improve Customer Experience

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