Of course, you know what analytics is, and most likely, there are a bunch of talented colleagues doing analytics and building dashboards right now at your company. But what is “good” analysis? How is that applied on CX? And what questions beg for the hard questions? And, perhaps most importantly – what is necessary to reach beyond the “histogram story”?

How many times have you heard someone stating something that can be summarized by “the bar on the right-hand side is higher than the bar on the left-hand side, so we are doing good”? That is a symptom of being stuck on the “histogram level”.

That is not because of knowledge. Likely, it is because of lack of inspiration. What could be done – really?

• Break the Circle of Fatigue: Low response rates? Don’t know what customers who will churn (leave your company or don’t buy again)? Suspect that your company has sub-par data quality? Don’t get trapped in measures that will leave you with ever worse results. Instead, ask someone what to do. Ask us!
• Use the Motivation Gap: Your expertise is what motivates you, and makes you go to work. The same goes for your colleagues. Therefore, prerequisites for doing a good job, and presenting insights so that your audience will understand them, is key to success
• Have a plan! Analytics is all about the process. If your organization follows a decent process, it will inevitably lead you to actionable insights. In that sense we are super-boring, because we use the same plan and framework over, and over again. What goes into the plan is another story, though

We are most happy to guide you through the process and help you excel. We know CX, and how to use the right methods for you and your company to arrive at actionable insights.

Here is a short paper where we discuss our thoughts on the matter.

Please read it and let us know yours!