Customer Experience Data

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Table of Contents
What Is Customer Experience Analytics?

Why Do Companies Need Customer Experience
Analysis?

What Are The Various Types Of Customer Experience
Data Sources?

Which Are The Most Important Sources Of
Collecting Customer Insights?
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Sources of Customer Experience Data Insights
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If you want to improve your products, deliver a
stellar customer experience (CX), and be able to
generate more revenue, its vital that you
collect customer experience data. CX data
collection gives you the ability to gain valuable
insights into your customers needs and
expectations. There are several ways that this
data can be gathered. However, the proviso is
that the quality of customer experience data is
essential for good CX analysis. Lets understand
these data types, sources, and touchpoints where
this data is gathered.
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What Is Customer Experience Analytics?
Customer experience analytics is the process of
customer experience data collection and analysis
with the help of an AI-enabled sentiment analysis
API to get greater insights into how your
customers interact with your business. Based on
this analysis, you can implement necessary
measures and strategies to improve customer
experience across every touchpoint of your
business from your customers perspective.
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Why Do Companies Need Customer Experience
Analysis?

• Companies need customer experience analysis for a
  variety of reasons including
• Increasing customer satisfaction
• Improving brand engagement and awareness
• Improving sales conversions
• Making product improvements
• Enriching public relations
• Increased competitor awareness
• Better performance analytics
• Its important to remember that these are just
  some reasons why customer experience analytics
  are so important, and there are many others
  depending on the industry and audience
  demographic.

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What Are The Various Types Of Customer Experience
Data Sources?

• With customer experience data collection and
  analytics, you can use one of three data sources
  direct, indirect, or inferred. Lets look at
  these data sources in more detail.
• Direct Sources
• Direct sources include all data sources for
  customer experience data collection where you
  gather data as a result of direct interactions
  between the customer and yourself. These sources,
  for instance, include interactions on the phone,
  by email, through text chats, and by responding
  to surveys. We will examine these data sources in
  more detail later.

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• Indirect Sources
• Indirect data sources relate to customer
  viewpoints and opinions but are gathered from
  third-party platforms and websites like forums,
  review sites, and consumer pages. Although these
  sources might, as is the case with direct
  sources, suffer from bias, they could be more
  trustworthy because customers are likely to be
  more honest when theyre not directly speaking to
  a businesss representatives. More on some of
  these sources, social media, user review
  platforms, and news sites later on.
• Inferred Sources
• Finally, customer experience data collection is
  also possible by inferring customer sentiment
  from customer behavior. This behavior is based on
  data that you can get from your website, user
  interface with your links and web pages, purchase
  history, and competitor data.

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Which Are The Most Important Sources Of
Collecting Customer Insights?
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Which Are The Most Important Sources Of
Collecting Customer Insights?
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