Customer Experience Analytics

Customer Experience Analytics (CXA) is the process of collecting, processing, and analyzing customer experience data for the purpose of driving customer journey design and creating meaningful engagement for maximum retention. In very simple terms, CX analysis aims to analyze customer data to drive meaningful changes.

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How Big Data Helps to Improve CX ?

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Deliver Self-Service

Once you see what kind of queries your customers have most often, you can create FAQ pages and chatbots that allow them to solve their own issues.

Predictive Analytics

Predictive Analytics

We can learn from the huge amounts of data that we have about customers and their journeys to predict what people might need in the future. This could mean that you can get ahead of your customer’s needs and deliver better experiences as a result.

Improve Productivity

Deliver Self-Service

Companies can also use big data to determine which processes are the most effective in their business, and where productivity gaps exist. This leads to better opportunities for employee performance in the future..

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Empower Employees

Companies can use big data to empower employees with an internal knowledge base. You can even attach that knowledge base to a virtual assistant that can deliver answers to questions in seconds, and support staff with notes on specific accounts

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Personalize Customer Service

With access to useful insights about your customers and their preferences, it’s much easier to make recommendations on the kinds of products and services that will benefit them most

CX Analytics Applications

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Social Media

Knowing where your customers are (and how they’re talking to/about you) is important.

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Website

Checking the most popular pages, testing elements to see which ones are working and evaluating metrics (time on site, bounce rate, etc.) are valuable for a site check.

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Marketing

From emails you send to ads you take out. All forms of marketing displayed for you to see is a great way to check efficiency.

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Sales

Once a lead becomes sales-qualified until they are either won or lost.

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Competition

You can do a specific, or in-depth analysis of your competitors, too. While you won’t be privy to private data, there is a large amount of data publicly available.

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Support

All interactions and communications after sales. This would include both interactions with products and with you (for instance follow-up emails).

CX Analytics Steps

CX Lifecycle

CX Analytics Steps

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Data Collection

A data-driven decision is only as strong as the data it’s based on. One way is to collect data yourself

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Data wrangling

Data wrangling or preparation is the act of manipulating (or pre-processing) raw data (which may come from disparate data sources) into a form that can readily and accurately be analyzed. It can include many tasks such as loading data or data ingestion, data fusion, data cleaning, data augmentation, and data delivery

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Data Visualization

Data visualization is an interdisciplinary field that deals with the graphic representation of data and information. It is a particularly efficient way of communicating when the data or information is numeric. Moreover, interactive data visualization enables direct actions on a graphical plot to change elements and link between multiple plots

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Actionable Insight

Nowadays, organizations generate and capture a vast amount of raw data, however, they fail to effectively harness the potential business of this data. Extracting insights from raw data and making data-driven decisions has now become pertinent to organizations around the world. Businesses driven by data insights and analytics are effectively growing at an average of more than 30 percent every year, and by 2021, they are expected to take $1.8 trillion worth of business from their less-informed counterparts.

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Statistical Analysis

Accessing and utilizing statistics is a critical asset in decision-making, particularly in a time when more data than ever is being produced. Business and organizational leaders are tasked with making one decision after another in a world where the volume of information to consider is ...

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Sentiment Analysis

Sentiment analysis is the process of detecting positive or negative sentiment in text. It’s often helping a business to understand the social sentiment of their brand, product, or service while monitoring online conversations.

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Diagnosis Analysis

Diagnostic analytics helps companies better understand the internal and external factors (by drawing data from both internal and external sources to illustrate a series of connections and correlations between two variables to find new and unexpected links) that affect its outcomes. It paints a more comprehensive picture of each situation, which helps businesses make better decisions.

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CLV

Customer Lifetime Value is the total income a business can expect from a customer over the entire period of their relationship.

Customer churn predict

CCP

Customer churn (also known as customer attrition) refers to when a customer ceases his or her relationship with a company.

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RFM

Recency, frequency, monetary value (RFM) is a model used in marketing analysis that segments a company’s consumer base by their purchasing patterns or habits.

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DDDM

Data-driven decision making (or DDDM) is defined as using facts, metrics, and data to guide strategic business decisions that align with your goals, objectives, and initiatives. DDDM is an essential process for any professional to understand, and it is especially valuable to those in data-oriented roles.

Basic

Users 100

Access Level 2

Storage 25G


Data Preprocessing

Visualization Dashboard

Actionable Insight

Statistical Analysis

Diagnosis Analysis

Sentiment Analysis

Customer Lifetime Value

Customer Churn Prediction

RFM Segmentation

Data-Driven Decision Making

Professional

Users 500

Access Level 5

Storage 100G


Data Preprocessing

Visualization Dashboard

Actionable Insight

Statistical Analysis

Diagnosis Analysis

Sentiment Analysis

Customer Lifetime Value

Customer Churn Prediction

RFM Segmentation

Data-Driven Decision Making

Enterprise

Users UNLIMITED

Access Level UNLIMITED

Storage UNLIMITED


Data Preprocessing

Visualization Dashboard

Actionable Insight

Statistical Analysis

Diagnosis Analysis

Sentiment Analysis

Customer Lifetime Value

Customer Churn Prediction

RFM Segmentation

Data-Driven Decision Making