Analytics Is Most Promising for Identifying Pain Points and Root Cause

We asked our readers ‘What Impact Does Analytics Have on Your CX Strategy and Decision Making?’ This article looks at what 224 contact centre professionals think.

The results have been taken from the Future Innovations chapter of our ‘What Contact Centres Are Doing Right Now’ 2021 survey report, which was sponsored by Akixi.

What Impact Does Analytics Have on Your CX Strategy and Decision Making?

Impact of analytics on CX strategy and decision making – results:

Analytics Impact	Percentage
Identifying Pain Points in the Customer Journey	60.2%
Helps with Root Cause Analysis	49.7%
Helps Guide Our Strategic Direction	48.5%
Central to Our Decision Making	43.3%
Used to Get Buy in from Other Departments	25.1%
We Don’t Use Analytics	12.3%

Identifying Pain Points and Root Cause Is Where Analytics Is Most Promising

Over 60% of organizations use customer experience analytics to identify pain points within the customer journey. This makes it the most common use of the initiative.

The second most common is root cause analysis (49.7%). By combining these top two uses, organizations can systematically find and remove frictions within customer journeys.

Such a finding links in well with the underlying theme that monitoring and reducing customer effort is a key future trend.

This survey was done in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow.