Leverage the Power of Customer Experience Survey Data Through Predictive Analytics & ROI Modeling
The UW E-Business Consortium (UWEBC), in collaboration with Customer Care Measurement & Consulting, proudly presents the exclusive Boot Camp in Predictive Analytics and ROI Modeling for the Customer Experience to the UWEBC network.
UWEBC membership is not required to participate.
The UW E-Business Consortium (UWEBC), in collaboration with Customer Care Measurement & Consulting, proudly presents the exclusive Boot Camp in Predictive Analytics and ROI Modeling for the Customer Experience to the UWEBC network. UWEBC membership is not required to participate.
With the customer experience (CX) revolution in full swing, CX practitioners have become adept at establishing a robust voice of the customer (VOC) measurement systems. These systems invite, collect, and analyze customer feedback from various sources, such as social media content, complaints, warranty data, and more. While these VOC measurement platforms are valuable, CX surveys continue to play a critical role in formulating CX strategies and driving CX operational excellence efforts. However, CX leaders face three major challenges when leveraging CX survey data and creating compelling CX business cases. UWEBC’s Boot Camp in Predictive Analytics & ROI Modeling equips CX trailblazers with a framework, methodology, and cohesive set of analytical tools to tackle these challenges head-on.
Challenge #1: Transforming simple and descriptive CX survey results into actionable data. Many CX programs fail to provide clarity and actionable recommendations regarding CX priorities, leading to difficulties for organizations in embracing definitive CX actions. This Boot Camp shares a set of time-tested social scientific predictive modeling techniques that help market leaders extract actionable recommendations from CX survey data.
Challenge #2: Building a CX business case with a clear return on investment (ROI) estimate for CX initiatives. CX practitioners often compete for finite resources across the organization without a way to demonstrate the bottom-line impact of CX investments. This Boot Camp introduces the Market Damage Model, a proven model used by global companies across sectors to strengthen the business case for CX transformation. By combining CX survey data with company financial data, the Market Damage Model enables CX practitioners to estimate the current ‘cost’ of an imperfect CX and the ROI of various CX initiatives.
Challenge #3: Operationalizing CX survey insights to drive action and transform CX. Many organizations invest significant resources in building survey platforms and collecting data but fall short in converting CX insights into actionable strategies. This Boot Camp introduces innovative techniques that market leaders have used to engage their organizations in the process of translating CX insights into action.
Benefits and Outcomes
- Identify and articulate your company-specific challenges in Predictive Analytics & ROI Modeling.
- Design a questionnaire that supports predictive analytics, ROI modeling and more actionable insights.
- Learn to interpret survey results and translate them into a compelling business case for CX priorities.
- Master the calculation of market damage and conduct a simple sensitivity analysis to quantify the ROI of selected CX initiatives.
- Practice building and presenting a comprehensive business case for CX improvement, incorporating key driver analysis and market damage assessment.
Three full-day, in-person sessions on the UW-Madison campus:
- September 19-21, 2023, 9:00am-4:00pm each day
Also includes three virtual follow-up sessions to share and discuss experiences around applying class concepts with classmates, all facilitated by UWEBC Customer Service Practice Director Matthew Cone.
- October 10, 2023, 9:00am-12:00pm
- October 24, 2023, 9:00am-12:00pm
- November 21, 2023, 9:00am-11:00am
Interested in this Boot Camp, but unable to attend this time for whatever reason?