Customer Experience Analysis

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Will the Future of Search be Semantic in 2021?

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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?
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Guide To Customer Experience Analysis

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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 customers entire buyers 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.
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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

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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

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How Is Customer Experience Analysis Done?
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What are the challenges in managing consumer
insights data?
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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

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