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Automating Your CX Analytics

This week, Walker is out in Las Vegas with EMC, a leading cloud computing, big data and IT solution provider, who are hosting their largest annual gathering of more than 15,000 customers and partners – EMC World.  This year’s event tagline is “Modernize” and more specifically how modernization strategies and technology automation will transform business.

EMC’s Total Customer Experience (TCE) booth is a showcase for how the company has been deploying cutting edge CX practices to modernize the customer experience.  One of several cool interactive features at the booth is the Experience Customizer interactive touchscreen, which creates a real-time demo personalized to each customer that features TCE data, insights and best practices.

In this three part blog, we’ve been taking a look at how each of the EMC World themes of Modernization, Automation and Transformation can be applied to your CX program.  In part one we discussed approaches for CX Modernization and now for part two we’ll look at how Automation can enhance your CX analytics.

Do either of the following apply to your CX program?

  1. Our business decisions are made based on customer feedback.  If you answered “yes”, then you’re already off to a great start!
  2. We’re making decisions based on customers that never completed a survey.  If you answered “yes”, then you’re ahead of the curve in transforming the customer experience!

You’re probably wondering how can you make decisions based on customer feedback if they never gave it to you?  If a customer responds to a survey we know if they’re satisfied or not, but what about those who never responded?  Using big data analytics, Walker finds patterns in large data sets to identify dissatisfaction triggers and flag whether customers who never took a survey are likely to be dissatisfied based on a recent experience.

Now you might be thinking, great, you might be able to find one dissatisfied customer individually, but what about finding many?  Automation is the key!  Evaluating thousands of events at a time allows Walker to help clients automate an alert process to proactively notify when there are potential issues without the customer ever saying a peep.

Proactively calling the customer about an issue without them first telling you they had a problem – now that’s a CX differentiator!  

If you happen to be attending EMC World, please stop by and see us at the TCE booth (#247).


About the Author

Sean Clayton

Sean Clayton

As senior vice president and strategic account manager, Clayton works with Walker’s clients to help them increase customer retention, accelerate growth, and improve profitability. Clayton brings more than twenty years of experience in the customer satisfaction and loyalty industry. Most recently he was responsible for the management of Ipsos Loyalty’s CX initiatives with West Coast-based technology sector clients, serving as senior advisor during the design, insights generation and deployment phases of their global programs.

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