Customer experience analysis highlights how customers interact with important aspects of a business and how to meet their expectations. In this article we explore what customer experience analytics (CX analytics) is; how you can gather relevant consumer data for conducting CX analysis; and what results you can expect from the platform you choose for this function.

1. Will the Future of Search
be Semantic in 2021?
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2. Table of Contents
● What is Customer Experience Analytics?
● Why Do Companies Need Customer Experience Analysis?
● Which Are Major Sources Of Gathering Customer
Experience Insights?
● How Is Customer Experience Analysis Done?
● What Insights Does A Customer Experience Dashboard
Deliver?

3. Guide To Customer
Experience Analysis
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4. Customer experience analysis highlights how customers interact with
important aspects of a business and how to meet their expectations. In
this article we explore what customer experience analytics (CX
analytics) is; how you can gather relevant consumer data for conducting
CX analysis; and what results you can expect from the platform you
choose for this function.
What is Customer Experience Analytics?
Customer experience analytics is the process of mapping your customer’s entire buyer’s journey in their
experience with your brand. An AI-based machine learning platform processes all voice of the customer data
derived from various sources and customer touchpoints as per your specific needs so that you can make data-
backed decisions. Customer experience analysis takes into account both quantitative as well as qualitative data
so you can monitor customer satisfaction, whatever route you take - customer service emails, call logs, surveys,
social media listening including YouTube or TikTok consumer insights, and such.

5. Why Do Companies Need Customer
Experience Analysis?
Businesses need customer experience analytics because only accurate data-backed insights can enable you
to make the right decisions. A sentiment analysis API driven customer experience analysis platform can
streamline your CX processes and replace time-consuming manual segregating and analyzing of customer
remarks, feedback, interactions, and iterations. You can use the insights collected from an AI-driven model
for:
● Product enhancements
● Increased customer satisfaction
● New market outreach
● Brand engagement & awareness
● Better sales conversions

6. Which Are Major Sources Of Gathering
Customer Experience Insights?
The most important sources of collecting CX insights are from customer feedback mechanisms such as
surveys or review websites, or even from third-party channels such as social media and news articles. Key
sources for customer experience analytics include:
● Consumer surveys
● Customer emails
● Call Centre tickets and voice logs
● Social media channels
● Web footprint
● Purchase history

7. How Is Customer Experience Analysis
Done?

8. What are the challenges in managing
consumer insights data?

9. What Insights Does A Customer
Experience Dashboard Deliver?
A CX dashboard gives numerous customer experience analysis insights such as topic and aspect clustering to
show what aspects and topics are most commonly associated with each other. It gives insights from multiple
channels like blogs, videos, podcasts etc, all in one place. It reads all formats such as text, video, or image, and
allows for you to submit alerts for keywords or mentions of your brands that pop up in social media listening, and
more. Other important customer experience analytics insights include:
● Omnichannel Insights
● Topic & Aspect clustering
● Sentiment analysis of experience
● Topic, aspect & emotional experience co-occurrence
● Change in experience over time

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