Customer experience (CX) is one of the most important differentiators for your business. Exceptional experiences help build brand loyalty but require deep CX insights that are actionable. For many organizations, the missing link for CX insights is the depth of analysis data pros provide for increasingly complex quantitative, analytical, and predictive data.
If your internal CX team lacks profound analytical skills, it is impossible to execute advanced insights strategies. Therefore, it is essential to build effective partnerships with external data professionals to gain a clearer understanding and evolve your CX practices.
Predicting Customer Behavior
To find actionable insights, your organization needs to harness the power of diverse data. However, this requires advanced analytics produced with complex data infrastructure and resources most organizations lack. It is more likely that you focus on domain-specific data to gain insights measured directly from siloed internal sources because this is within your capabilities. Unfortunately, this data lacks depth.
When you rely on feedback from customers to gain insights into customer experience, you create data disconnects due to missing links between your customer perception data and financial outcome data. As a result, you can’t produce predictive customer behavior models. An external data professional forges that link and completes your data infrastructure to inform your CX insights.
Integration of Data
By partnering data professionals with your customer experience experts, you can avoid the obstacles disconnected customer data presents. Instead, you’ll have the information you need for solid predictive CX analytics to produce the holistic CX insight models that make data actionable.
To create advanced customer insights models, you can leverage the following process:
- Combine perceptions, interactions, and outcomes of what customers think and feel with what happens during their interactions with your brand to understand what actions they take as a result of their experiences.
- Conduct data exploration and modeling that are statistically tested, fitted and modeled to break down the cause and impact experience changes.
- Analyze relationships to predict behavior and prioritize where you can improve to provide more CX value to your business.
- Operationalize insights to drive action that improves business performance by creating elevated experiences.
Data professionals play a pivotal role in supporting your customer experience and sharing deep-dive insights. You can capture the most relevant analytics and insights and merge your customer perceptions, interactions, and outcomes into predictive models that facilitate improved CX. This in turn improves financial performance.
There has never been greater emphasis on elevating the customer experience and the need for professional data assistance to help shape your CX insights. By partnering with an external partner to provide those additional insights, you can perfect your CX strategy and leverage your partnership to take CX to the next level. Data pros will help shape your CX insights and allow you to fill the gap created by common data disconnects.
Anexa, places “customer experience” at the forefront of our customer-centric services, allowing you to remain in an agile CX position. Contact Anexa today for more information on how to deliver an exceptional customer experience.