Customer Experience Analytics
Kickstart Tag

Kickstart Your Customer Experience Analytics!

Ensure your organization is armed with the data to deliver a great customer experience across all channels in just two weeks.

80% of businesses think they deliver a superior customer experience.
But only 8% of their customers agree.

Why the disconnect? Because today’s customers are multi-channel.

In fact, 74% of consumers use at least three channels to interact with big companies around customer service issues. Great data is the linchpin that drives better business decisions. Companies must leverage advanced analytics to become more customer-centric and unlock hidden value.

Our 2-week Kickstart will enable your organization to:

Overcome siloed channels

Identify data “black holes” along your customer journey

Improve the quality of your data

Implement omni-channel analytics

Our Approach

Our Customer Experience Analytics Kickstart follows four key steps:

Our Process

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Maturity Assessment

First, we evaluate the maturity of your existing CX Analytics. Using our CX Analytics Framework, we assess your CX landscape, including Business Drivers, Channels, Owners/Stakeholders, System of Records and KPIs. Additionally, we gauge your technical maturity across architectures, in terms of Data Access; ETL (Extract, Transform and Load) for systems of record, data storage and governance, Natural Language Processing (NLP) and Machine Learning (ML), and analytical visualization.

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Business Needs Analysis

The second step prioritizes your business need by ranking concepts based on Business Impact, Organizational Readiness, and Ease of Implementation. Next, we identify your CX Analytics impact “Hot Spots” across Sales Effectiveness, Customer Satisfaction, Contact Center Efficiency, Customer Churn, Compliance, and Product Quality.

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Roadmap & Recommendations

Lastly, our ML Readiness Roadmap fills any gaps, and phases and prioritizes IT projects and tactics based on their alignment to business needs, IT readiness, and cost. This proven process ensures the end result is realistic and easily obtainable.

What You’ll Get


Sales Effectiveness

  • Conversation
  • Users, IT Staff trained to support O365
  • Cross-Sell & Upsell Rate
  • Sales Objections
  • Service / Product Messaging

Customer Satisfaction

  • Net Promoter Score (NPS)
  • Customer Satisfaction
  • Score (CSAT)
  • Customer Effort Score (CES)
  • Customer Sentiment & Emotion

Contact Center Efficiency

  • Average Handle Time (AHT)
  • First Call Resolution (FCR)
  • Customer Satisfaction Score (CSAT)
  • Customer Sentiment & Emotions

Prioritized & Phased Roadmap

  • Customer Churn Rate (CCR)
  • Customer Lifetime Value (CLV)
  • Customer Complaints
  • Customer Sentiment & Emotion

ML Project Portfolio

  • Non-Compliant Messaging
  • Reportable Health Events
  • Fraud Rate

Executive Readout

  • Product Quality Issues (PQI)
  • Costumer Complaints
  • Percentage Defective

Let’s get the conversation started

Reach out now to begin your digital transformation
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