Analytics Is Most Promising for Identifying Pain Points and Root Cause

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

2021 Survey Graph What Impact Does Analytics Have on Your CX Strategy and Decision Making?

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.

Author: Robyn Coppell

Published On: 7th Jul 2022 - Last modified: 10th Oct 2023
Read more about - Contact Centre Research, , , , ,

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