Customer Experience Analytics Master

Learn how to optimise the use of customer feedback in CX.
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Start 7 Dec, 14:00 UTC
End 9 Dec, 16:00 UTC
Type Live event
Digital Yes

Overview

14.00-16.00 UTC / 15.00-17.00 CET - Three days. Two hours each day.

Gaining insights requires much more than collecting data and feedback.

As a “Customer Experience (CX) Analytics Master” you will become the go-to expert in CX Analytics – no matter where you go. This builds your reputation, shapes your personal brand, elevates your career because you’ll know what the consumer wants.

What will you learn?

After completing this training you should be able to:

  • Consult your business on how to best infer strategic actions from customer feedback

  • Be able to build an implementation strategy for CX Analytics

  • Know key tricks and trade, benefits and limits of this system to be the go-to person for CX-Analytics

Who should attend?

Insights, data and analytics roles focusing on customer feedback.

Suggested level of expertise?

Ideally, you’re already working with customer feedback and you know what NPS is and how it is computed. You may have already heard of or seen techniques like Key Driver Analysis – although no deeper knowledge is required.

What's on the menu for you:

In this course we are covering:

  • CX Measurement Basics

  • The Analytics Framework

  • Handling Unstructured Feedback

  • Understanding Drivers

  • Dashboarding, Prediction, and Prescription

  • Benchmarking

  • Handle selection bias

  • Handle sparse text feedback

  • Handle CATI interviewer bias

  • Handle Unstable CX scores due to low sample size

Meet your trainer

Frank Buckler
Founder & CEO at Success Drivers
Melanie Funk
Senior Market Research Manager at BASLER Insurance