Advanced Analytics


A resource for CX and XM professionals.

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Going beneath the surface

Often, it’s not enough to simply secure customer intelligence. Rather, we need to interpret it and understand it. At Walker, we go beneath the surface to provide clarity and direction. 

Our advanced analytic services are designed to help companies make the most of their customer information so they can take action, and have the confidence to drive needed change. 

While the uses of advanced analytics are potentially endless, the most common applications include:

  • Improving customer retention by targeting customers most at-risk
  • Growing sales by identifying customers most likely to upgrade or increase purchases
  • Increasing revenue by accurately seeking customers in need of new products or services
  • Optimizing productivity by pinpointing customer service demands and trends

Walker advanced analytic services include the following:

  • Text Analytics

    Use of natural language processing (NLP) technology to analyze unstructured text to understand customer sentiment and guide business decisions.


    Customers, employees, and partners provide valuable input through a variety of channels, including emails, participating on councils, responding to surveys, social media commentary, calls to the support center, and many more. As communication methods multiply, companies are challenged with analyzing all these written and spoken communications, and turning them into something that can be used to better understand and serve customers. Walker clients combine text analytics with structured feedback to create a holistic view – a complete picture of their customers.

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  • Descriptive Analytics

    Use of simple descriptive statistics, tables, cross-tabulations, and bivariate correlations to reveal key characteristics of data across pre-defined segments.


    Sometimes you just want a simple summary of your data to understand how your company is performing, how that performance may vary across one or two variables, or whether differences you observe are statistically significant. Most of these explorations can be done through Walker’s robust technology and reporting platforms, but Walker’s analysis can also answer customized or complex questions.

  • Predictive Analytics

    The use of current and historical information to estimate the probability that each customer will behave in a certain way or hold a specific opinion, which is used to help companies optimize key customer outcomes.


    At Walker, we believe predictive analysis is an incredibly powerful tool for enabling your customer-facing employees and processes to provide a personalized customer-experience in a cost-effective manner. We set up a system that supports the decisions your organization makes about customers every single day by utilizing all sources of customer information to understand what they are likely to do and what your people and systems can do to maximize those outcomes. Walker has the tools, resources, and process to ensure predictive analysis has a direct, meaningful, and measurable impact on your customers.

  • Customer segmentation and profiling

    Analytically partitioning customers into segments that are similar on multiple dimensions and describing how the resulting segments look and behave differently than one another.


    Companies generally create divisions and segments to structure and manage their strategies more effectively. Customers are usually segmented and analyzed in the same way. At Walker, we use segmentation analysis to group customers into homogeneous groups based on their needs or expectations towards your company and then create a profile or description of these segments that allows you to identify, understand and create more personalized strategies to interact with these customer groups.

  • Key driver analysis

    The use of multivariate statistics to determine the independent impact of customer experiences and attitudes on their loyalty and ultimate behaviors.


    We all know there are multiple experiences and interaction points that affect customer perceptions of your company and their ultimate behaviors. With key driver analysis, Walker provides your company with an objective, empirical view of how those touch points interact with each other and which ones are most impactful for determining a customer’s loyalty toward your company. These results help companies understand how to allocate resources and focus to the areas that will yield the most impact on customers.

  • Linkage analysis

    Linking customer feedback to financial, operational, employee and other types of data to analyze and understand their interrelationships.


    Walker understands the value of linking customer perceptions to the key internal metrics your organization uses to manage itself on a day-to-day basis. While everyone agrees customer perceptions are important, a majority of your employees spend their time managing metrics related to internal processes and efficiencies. Linking customer feedback to internal metrics provides you the ability to validate the metrics you are tracking and show employees how their efforts can impact customer perceptions and ultimate financial performance. Walker has the experience and data infrastructure necessary to understand the complexities of integrating and analyzing data from disparate sources that exist at multiple levels of your organizational and customer hierarchy.

  • Longitudinal analysis

    Analysis of time-series trend data to understand drivers of observed patterns and the presence of subgroups with divergent trends


    All companies monitor and manage based on trends over time for their key performance metrics. Longitudinal analysis at Walker takes this focus on trending deeper by decomposing trends, determining key drivers of trends, controlling for potential seasonality or external shocks, and analyzing lag factors to help understand why scores change over time and what can be done to affect future trends.