Customer experience (CX) analytics provides valuable insights, beyond key performance indicators (KPIs) and helps businesses understand customer needs and intents.
With data analytics being critical in achieving marketing objectives and building consumer relationships, brands should use CX analytics. Use this to gather information about their customers' behaviour and guide marketing, advertisement, and service teams' decisions with gathered insights.
To collect accurate data, implement the right technologies and integrate them with all data connecters, real-time APIs, and ensure that CX data is centralised and easily accessible. Using CX analytics and predictive tech allows businesses to quantify data from various systems and processes to automate CX.
Create a report with key performance metrics like retention and engagement rates using CX analytics to measure the customer journey. Marketers can then use this data to identify consumer needs, build and test experiences, plan marketing strategies and support their consumers.
[6 minute read]