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.
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.
Related Research
To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below:
- What Contact Centres Are Doing Right Now (2023 Edition)
- What Contact Centres Are Doing Right Now (2022 Edition)
- What Contact Centres Are Doing Right Now (2021 Edition)
- What Contact Centres Are Doing Right Now (2020 Edition)
- What Contact Centres Are Doing Right Now (2019 Edition)
- What Contact Centres Are Doing Right Now (2018 Edition)
- What Contact Centres Are Doing Right Now (2017 Edition)
- What Contact Centres Are Doing Right Now (2016 Edition)
- What Contact Centres Are Doing Right Now (2015 Edition)
You can also download the full copies of our ‘Is Your Contact Centre Delivering Exceptional Customer Service?’ survey reports by following the links below:
- Is Your Contact Centre Delivering Exceptional Customer Service? (2020 Edition)
- Is Your Contact Centre Delivering Exceptional Customer Service? (2019 Edition)
- How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition)
For more great information check out our other Contact Centre Research
Author: Robyn Coppell
Published On: 7th Jul 2022 - Last modified: 10th Oct 2023
Read more about - Contact Centre Research, Akixi, benchmarking, Future, Polls, Survey
