
With a head full of numbers, data, and impossible algorithms, the Analyst is an indispensable type of CX-EE. If you’re the Analyst of the team you live for big data and love to dive headlong into numbers to figure out just what makes customers and employees tick. You won’t back down to a huge influx of feedback, structured and unstructured, and you show your stuff by knowing just how to break it down.
Your CX-EE hat screams strategizer, so your team knows that you will be the one to spearhead analytics efforts, seeing through the entire lifecycle of data gathering and analysis. NPS, NES, and NSS aren’t gibberish, but your way of keeping a pulse on and driving change; your team can trust you to communicate where these metrics stand and what they mean for your team and your company’s success.
However, the huge expectations from CX programs means that throwing around some attractive CX metrics isn’t enough. It won’t sustain budget. And certainly won’t increase it.
MAKE IT MORE CX-EE
Your Analyst needs to tie together your CX and EE activities with hard financial data. As the Analyst, you understand people through numbers, and that is truly CX-EE.