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
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1. Framework
2. Categorizing text feedback: Process, Do’s, and Don’ts
3. Key Driver Analysis
4. Dashboarding, Prediction, and Prescription
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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
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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
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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
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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
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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
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1. Reasons for sparse feedback
2. Leveraging Audio and Video feedback
3. Active Listening Methods
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1. Reasons and impact for CATI interviewer bias
2. How to avoid CATI interviewer bias
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1. What makes CX scores instable
2. Simple tactics to mitigate the effect
3. Calibration Methods: Stabilizing scores up to sample size of zero.
Do you have questions?
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Do you have questions?
Book a session with Frank to discuss the classes.
Once you finalized the course and got your questions answered we will send you a micro exam.
Passing it gives you the certificate. 😊
*1 on 1 Session is Your Perfect Way to Engage/Provide Feedback/Ask Questions
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