The Insider’s Guide to Customer Experience Analysis is a must read!
“How we measure and manage the value in delivering consistent branded customer experiences has been challenging for many of us in the field of CX. This book provides easy to understand CX analysis tools and frameworks, which are really useful in the context of data driven decision making. I personally enjoyed the part about visualising how to identify pain points and track progress to build trust in customer focused design and implementation. I also love the Ubuntu philosophy. Very powerful in an agile world.”
– Candice Collier, Marketing Lead at Westpac New Zealand
“I've found it to an easy read, and definitely useful in terms of bringing everything together. It's good at demystifying a lot of things that I think are causing confusion in the world of CX.”
– Cyrus Facciano, Director, X is Y
Connect the Dots! Get your customers involved in discussing what they need and where they see opportunities to transact simpler, better and faster.
Use this repeatable methodology to design, explore and visualise how your customers perceive, experience and assign value to your goods and services.
Apply common data science principles to profile, evaluate what your customers think and how they respond to your company. Make actionable decisions about how to improve your customer’s experience.
