CX and CX analytics is an emerging trend. From experienced practitioners, what are the pain points in simple words?
I work in data and analytics, not in CX. Starting to hear and see a lot about CX BI and data analysts. Talked to enough hiring managers to get the big idea. We need people to connect to our numerous disparate CX data sources (call center, CRM, sales platforms, website, ad-hoc client satisfaction and campaign db’s and spreadsheets), perform analysis, create KPI’s and metrics, dashboards, and communicate the data story to stakeholders. From there we can make more timely data informed decisions and stay relevant. This is a plan vanilla business intelligence use case. Ive seen many data and analytics trends over the years. It’s about basics and fundamentals to me. Every industry has its distinct pain points and roadblocks. In the world of customer experience what are the actual pain points, obstacles, and business problems? My initial takeaways: Companies in all industries need non-technical people to be more data literate, this is well known and theres research and data on it. Is the CX world behind the times with understanding data? Post COVID reality has boosted online retail and some say revolutionizing it, theres research and data on this as well. Obviously this increases the business cycle, transactions, trends, etc. Is CX world becoming more interested in data and analytics to keep up with the pace of change? To improve timelines to trends, procurement, R&D and problem resolution? This is high level and a view from somebody on the outside. In your own words: What are the problems and roadblocks? Why data and analytics now? What are you looking for data and analytics to solve or address? submitted by /u/MonsieurKovacs [link] [comments]