The CX Leader Podcast: The Influence of Technology on CX

A resource for CX leaders

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Ever felt like there was nothing new and exciting happening in your data? Need new inspiration for your CX analytics plan? You won’t want to miss this session. We’ll explore Todd Rose’s “The End of Average” as context for a deeper conversation around CX analytics. As customers’ demands for personalized services increase, we need CX analytics that accommodate customer uniqueness rather than statistical averages.

In this session you will learn:

  • Why identifying and understanding outlier customers is vital for your company’s current and future success
  • How looking at changes in customers over time or simple segmentation analysis can alert you to unique customers who need attention
  • How to perform a multi-dimensional analysis for analyzing large numbers of cases or fields to find areas of unusual risk or opportunity
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