Diving Deeper & Predicting the Future: CX Analytics Explained


holly demuro

holly demuro

Author Bio


Tim Barker

Tim Barker

Author Bio

Tim is a CEM specialist with 15 years’ experience managing and delivering VoC programs. His early career was at BAA and British Airways where he developed decision support and planning models for airport and airline operations. Subsequently he moved into Customer Insight and managed BA’s customer experience and loyalty research for 5 years. He introduced bonus-related satisfaction targets to drive improvement throughout the organization and transformed the dissemination and use of customer feedback. Tim has also worked at British Gas, implementing their Journey NPS program, and at one of London’s leading social housing providers where he created and managed a Resident Insight program and associated team.

Tim is passionate about the importance of great customer service and persuading organizations to act on the feedback customers give them.

Wouldn’t it be lovely if your business had a crystal ball that would tell you what the future holds and how to improve it? With that information, you could plan the most effective steps to drive revenue or beat out the competition.

Unfortunately, there are no crystal balls in business. But that doesn’t mean businesses can’t make well-informed, proactive decisions based on more data-centric predictions. Analytics are a data-driven, statistically sound way for businesses to identify areas for improvement, predict the future, and identify the best actions to push your business forward.

In this webinar, Confirmit's Holly DeMuro, Product Marketing Director and Tim Barker, Director of Customer Experience Consulting teamed up to demystify CX Analytics at every level.

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