Data Analysis for Customer Experience Event, 13.Jan.2025

Introduction

In today's competitive business landscape, understanding and improving customer experience is essential for success. Data analysis is a powerful tool for uncovering insights that can drive better customer experiences. This 5-day course is designed to equip participants with the knowledge and skills needed to analyze customer data effectively, identify pain points, and make data-driven decisions to enhance customer satisfaction. Through a combination of theory, practical exercises, and case studies, participants will learn how to leverage data analysis techniques to gain a deeper understanding of their customers and improve their overall experience.

Course Objectives

• Introduce participants to the importance of data analysis in enhancing customer experience.
• Provide a comprehensive understanding of customer data sources and collection methods.
• Equip participants with data analysis techniques for uncovering customer insights.
• Teach participants how to visualize and present data effectively to drive actionable results.
• Enable participants to apply data-driven decision-making to enhance customer satisfaction.
• Foster the ability to measure the impact of customer experience improvements.

Course Outlines

Day 1

Introduction to Data Analysis for Customer Experience

• Understanding the Role of Data Analysis in CX
• Overview of Customer Data Sources and Types
• Introduction to Data Analysis Tools and Techniques

Day 2

Data Collection and Preprocessing

• Effective Data Collection Strategies
• Data Cleaning and Preprocessing Techniques
• Ensuring Data Quality and Consistency

Day 3

Customer Segmentation and Profiling

• Importance of Customer Segmentation
• Methods for Customer Segmentation
• Creating Customer Profiles for Targeted Marketing

Day 4

Analyzing Customer Journeys

• Mapping Customer Journeys
• Identifying Pain Points and Opportunities
• Applying Data Analysis to Improve Customer Journeys

Day 5

Data Visualization and Reporting

• Visualizing Customer Data for Insights
• Creating Impactful Dashboards and Reports
• Communicating Data-Driven Insights to Stakeholders