Big Love to All Our 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
Do you have questions?
Book a session with Frank to discuss the classes.
Class #2
1. Framework
2. Categorizing text feedback: Process, Do’s, and Don’ts
3. Key Driver Analysis
4. Dashboarding, Prediction, and Prescription
Do you have questions?
Book a session with Frank to discuss the classes.
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
Do you have questions?
Book a session with Frank to discuss the classes.
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
Do you have questions?
Book a session with Frank to discuss the classes.
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
Do you have questions?
Book a session with Frank to discuss the classes.
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
Do you have questions?
Book a session with Frank to discuss the classes.
Get your FREE hardcopy of the “CX Insights Manifesto”
FREE for all client-side Insights professionals.
We ship your hardcopy to USA, CA, UK, GER, FR, IT, and ESP.
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
Do you have questions?
Book a session with Frank to discuss the classes.
Class #8
1. Reasons for sparse feedback
2. Leveraging Audio and Video feedback
3. Active Listening Methods
Do you have questions?
Book a session with Frank to discuss the classes.
Class #9
1. Reasons and impact for CATI interviewer bias
2. How to avoid CATI interviewer bias
Do you have questions?
Book a session with Frank to discuss the classes.
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.
Do you have questions?
Book a session with Frank to discuss the classes.
Bonus: Class #11
How to Implement “CX Analytics Masters Course” Learnings
Do you have questions?
Book a session with Frank to discuss the classes.
Get Your Certification
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
About the Classes Content and Get up Close and Personal with Your Instructor, Frank Buckler
Ask a Question
IMPRINT
Our Group: www.Success-Drivers.com
Privacy Policy
Copyright © 2023. All rights reserved.
FOLLOW CX.AI
