Big Love to All Our "Fall" Course Attendees
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)
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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)
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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
*Always on Thursdays via Frank’s Zoom meeting room
from 11am to 12pm ET (8-9am PT, 5-6pm CET)
Live Sessions 2022 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😊.
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