Customer Experience Analysis

Will the Future of Search be Semantic in 2021? www.repustate.com

Table of Contents ● What is Customer Experience Analytics? ● Why Do Companies Need Customer Experience Analysis? ● Which Are Major Sources Of Gathering Customer Experience Insights? ● How Is Customer Experience Analysis Done? ● What Insights Does A Customer Experience Dashboard Deliver?

Guide To Customer Experience Analysis www.repustate.com

Customer experience analysis highlights how customers interact with important aspects of a business and how to meet their expectations. In this article we explore what customer experience analytics (CX analytics) is; how you can gather relevant consumer data for conducting CX analysis; and what results you can expect from the platform you choose for this function.

What is Customer Experience Analytics?

Customer experience analytics is the process of mapping your customer’s entire buyer’s journey in their experience with your brand. An AI-based machine learning platform processes all voice of the customer data derived from various sources and customer touchpoints as per your specific needs so that you can make data-backed decisions. Customer experience analysis takes into account both quantitative as well as qualitative data so you can monitor customer satisfaction, whatever route you take - customer service emails, call logs, surveys, social media listening including YouTube or TikTok consumer insights, and such.

Why Do Companies Need Customer Experience Analysis?

Businesses need customer experience analytics because only accurate data-backed insights can enable you to make the right decisions. A sentiment analysis API driven customer experience analysis platform can streamline your CX processes and replace time-consuming manual segregating and analyzing of customer remarks, feedback, interactions, and iterations. You can use the insights collected from an AI-driven model for: ●

Product enhancements

●

Increased customer satisfaction

●

New market outreach

●

Brand engagement & awareness

●

Better sales conversions

Which Are Major Sources Of Gathering Customer Experience Insights?

The most important sources of collecting CX insights are from customer feedback mechanisms such as surveys or review websites, or even from third-party channels such as social media and news articles. Key sources for customer experience analytics include: ●

Consumer surveys

●

Customer emails

●

Call Centre tickets and voice logs

●

Social media channels

●

Web footprint

●

Purchase history

How Is Customer Experience Analysis Done?

What are the challenges in managing consumer insights data?

What Insights Does A Customer Experience Dashboard Deliver?

A CX dashboard gives numerous customer experience analysis insights such as topic and aspect clustering to show what aspects and topics are most commonly associated with each other. It gives insights from multiple channels like blogs, videos, podcasts etc, all in one place. It reads all formats such as text, video, or image, and allows for you to submit alerts for keywords or mentions of your brands that pop up in social media listening, and more. Other important customer experience analytics insights include: ●

Omnichannel Insights

●

Topic & Aspect clustering

●

Sentiment analysis of experience

●

Topic, aspect & emotional experience co-occurrence

●

Change in experience over time

Understand your data, customers, & employees with 12X the speed and accuracy.

Thank you!

Visit: www.repustate.com to learn more