Featuring: 

Rich Saunders, Senior Analyst

Show Notes:

Most CX teams are too reliant on feedback (survey) data, leading to limited insights and even misinformed action. Forrester senior analyst Rich Saunders joins us to make the case for advanced analytics. He outlines the path forward – even for those intimidated by advanced analytics. We discuss: 

  • Why do organizations need to implement more advanced analytic strategies in CX? 
  • How do advanced analytics help prepare CX programs for the future? 
  • How should organizations pursue implementing more advanced CX analytics? 
  • How can CX leaders think about the resources and capabilities necessary to implement more advanced analytics? 

For more on this topic, see the Forrester reports, Why You Need Advanced Analytics To Transform CX and How To Transform CX With Advanced Analytics.