Standard Investment:
🞂 $1800 – now until April 30, 2023 just 890 USD (890 EUR)
Increases by 200 USD every month
Gaining insights requires much more than collecting data and feedback.
There are little to no courses out there, that really focuses on how to get insights that drive impact, as opposed to, collecting “somehow” feedback data that packages itself into arbitrary storytelling.
As a “CX Analytics Master”, you will be the go-to expert in CX Analytics – no matter where you go. This builds your reputation, shapes your personal brand and elevates your career.
“I like that this is not an introductory course. Experienced professionals learn cutting-edge methods. Still simple and practical.”
“The course really focuses to solve key challenges in CX analytics – not just teaching again the 101s.”
“The material is condensed to things that matter and drive impact. Amazing stuff.”
“The learnings enlightened us that it is certainly possible to predict financial impact in every CX actions.”
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
1. Framework
2. Categorizing text feedback: Process, Do’s, and Don’ts
3. Key Driver Analysis
4. Dashboarding, Prediction, and Prescription
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
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
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
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
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
1. Reasons for sparse feedback
2. Leveraging Audio and Video feedback
3. Active Listening Methods
1. Reasons and impact for CATI interviewer bias
2. How to avoid CATI interviewer bias
1. What makes CX scores instable
2. Simple tactics to mitigate the effect
3. Calibration Methods: Stabilizing scores up to sample size of zero.
$1800 – now until April 30, 2023 just 890 USD (890 EUR)
Increases by 200 USD every month
APPLY NOW
“CX Analytics Masters” becomes recurring with regular interactive sessions and a community for peer exchange.
You’ll get advance access to on-demand videos (Classes content) before the interactive sessions.
*Live session (online, via Zoom) 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😊.
Standard Investment:
🞂 $1800 – now until April 30, 2023 just 890 USD (890 EUR)
Increases by 200 USD every month