Welcome to the World’s #1
“CX ANALYTICS MASTERS” COURSE

Class #1

1. General CX, Touchpoint CX, and Competitive CX
2. The CX measurement question
3. Channel
4. The power of an open-end question
5. Optional Closed question

*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)

Class #2

1. Framework
2. Categorizing text feedback: Process, Do’s, and Don’ts
3. Key Driver Analysis
4. Dashboarding, Prediction, and Prescription

*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)

Class #3

1. Manual, unsupervised, and supervised categorization
2. Dos and Don’ts for category definitions and labeling conventions
3. Finding new categories
4. Managing consistency
5. Dealing with multiple languages
6. Maintaining comparable frequency tracking

*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)

Class #4

1. The impact frequency illusion
2. Risk of comparing promoters with detractors
3. Examples from Tesla, Sonos & Co.
4. Benefits of using a causal driver analysis approach
5. Example from Real Estate
6. Benefits of using Machine Learning instead of Regression
7. Examples and Validation of different approaches

*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)

Keep Yourself Updated

On the Latest Indepth Thought-Leadership Articles From Frank Buckler

Class #5

1. Visualizing Frequency and Impact
2. Explaining Changes in NPS
3. Predicting Outcomes
4. Predicting Fiscal Impact
5. Measuring the fiscal impact of 1 NPS point

*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)

Class #6

1. Benchmarking: Why your company only can lose in benchmarking
2. Why do companies want to benchmark
3. Consequences of bad comparisons
4. How to achieve benchmark goals

*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)

Need a 1-on-1 Session on How to Put Your Learnings Into Action?

Class #7

1. What’s the selection bias and when is it harmful 
2. Strategies to reduce it. What’s a proper reply rate?
3. Controlling the bias with modeling

*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)

Class #8

1. Reasons for sparse feedback
2. Leveraging Audio and Video feedback
3. Active Listening Methods

*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)

Class #9

1. Reasons and impact for CATI interviewer bias
2. How to avoid CATI interviewer bias

*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)

Class #10

1. What makes CX scores instable
2. Simple tactics to mitigate the effect
3. Calibration Methods: Stabilizing scores up to sample size of zero.

*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)

Bonus: Class #11

How to Implement “CX Analytics Masters Course” Learnings

CX.AI is Happy to Help Toward Successful Implementation of Your CX Analytics Learnings

Thru our flexible packages, you get to choose what is right for you and enjoy
exclusive discount of 9,000 USD or more!

Our limited-time offer until June 30 will ensure you get on a full kick-start!

Live Sessions Calendar

*Live Session is Your Perfect Way to Engage/Provide Feedback/Ask Questions

About the Classes Content and Get up Close and Personal with Your Instructor, Frank Buckler😊.

Ask a Question

CX.AI is Happy to Help Toward Successful Implementation of Your CX Analytics Learnings

Thru our flexible packages, you get to choose what is right for you and enjoy
exclusive discount of 9,000 USD or more!

Our limited-time offer until June 30 will ensure you get on a full kick-start!

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