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What do you do if your team managers aren't using data and analytics to improve the customer experience?

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In the competitive realm of business, leveraging data and analytics is paramount for enhancing customer experience. However, if your team managers are not utilizing these powerful tools, it's crucial to address the gap swiftly. Data-driven insights can reveal customer behaviors, preferences, and pain points, enabling managers to make informed decisions that can significantly improve service quality and customer satisfaction. Without the application of data and analytics, your team risks making decisions based on assumptions rather than facts, which can lead to suboptimal customer experiences and potentially harm your brand's reputation.

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Christopher Santamaria Castillo

Especialista de Investigaciones AML FCP en BBVA
Nitish Sharma

Cloud Solutions Architect || Ex Kyndryl | IBM | Deloitte | IQVIA | ARIS Global | Bioclinica | MCA - JLPT N2
Vignesh Sethuraman

Customer Experience Leader | Top Customer Experience Voice | B2B Demand Acceleration | Alturist | Strategy & Innovation…

1 Educate Managers

To bridge the gap, start by educating your managers on the importance of data and analytics in customer experience. Explain how data can uncover trends and patterns that are invisible to even the most experienced eye. Highlight successful case studies where data-driven decisions led to enhanced customer satisfaction and business performance. Offer training sessions that demonstrate practical applications of analytics tools, ensuring managers understand how to interpret data and translate it into actionable improvements.

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Nitish Sharma

Cloud Solutions Architect || Ex Kyndryl | IBM | Deloitte | IQVIA | ARIS Global | Bioclinica | MCA - JLPT N2
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Initiate a data-driven culture by showcasing the value of analytics in CX enhancements. Offer training sessions to upskill managers on data interpretation and its practical application. Implement user-friendly analytics tools and provide ongoing support for utilization. Encourage regular data reviews and discussions to identify insights and actionable strategies. Recognize and reward managers who effectively leverage data for CX improvements. By fostering a data-driven mindset and providing necessary resources, your team can unlock the full potential of analytics to enhance the customer experience.

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Vignesh Sethuraman

Customer Experience Leader | Top Customer Experience Voice | B2B Demand Acceleration | Alturist | Strategy & Innovation | Brand Steward |
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The only way to provide an exceptional customer experience is through analyzing customer feedback and customer analytics — then using all the data to make your next decisions. Few important things that you need to educate your Manager's to use Data Analytics are 1. Identify Patterns and Trends 2. Uncover Customer Behaviour and Preferences 3. Make Data driven Decisions 4. Improve Customer Satisfaction and Loyalty 5. Increase Customer LTV and Retention Managers will start using Data analytics to improve Customer Experience.

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Ricardo Saltz Gulko

Customer Experience and Success - Professional Services Transformation - Design & Innovation - Growth and Revenue Generation
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Hypothetically, if team managers aren't utilizing data and analytics to enhance the CX, it's crucial to address this gap effectively.Would be a rare case. Start by educating managers on the importance and benefits of leveraging data-driven insights to improve customer interactions. Assess the availability and suitability of existing tools and resources for data analysis within the organization. Set clear objectives for utilizing it to optimize customer experiences, aligning them with broader business goals. Foster a culture that values data-driven decision-making and encourages managers to incorporate analytics into their strategies. Provide ongoing support, training, and resources to empower managers in utilizing data effectively.

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Rodrigo Fernández de Paredes

?? Asesor Customer Experience en 15 Países ?? Autor Best Seller Construyendo Xperiencias ?? Keynote Speaker +400 eventos ?? CEO CX Latam Group ???? ?? Te ayudo a dise?ar experiencias rentables
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Un aspecto clave en la gestión de la experiencia del cliente es la recolección y gestión de la información de nuestros clientes. En mi experiencia, los responsables de CX en las empresas se preocupan más por las herramientas de recolección de voz del cliente, que en gestionar la información que se obtiene. ?De qué sirve tener información en tiempo real, medir NPS, CSAT, CES, realizar mediciones relacionales, transaccionales y al término de cada journey, si al final no hacemos nada con la información. Es clave recolectar información, pero no servirá de nada si no la convertimos en insumos para tomar decisiones. Los datos bien gestionados son muy valiosos.

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Ragna Ghoreishi

Human centric AI | Retention by focusing on customer value | SaaS B2B | E2E focused CX | Subscriber retention | Customer Success | Scaleup heart with corporate foundation | GTM | Mentor | CS Connect chapter co-lead
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Well - I would make it as real as possible - create videos of your customer personas doing what they need to do and adding the verbatims that you get along the journey (or create a visual) - make it as appealing and realistic as possible so that we do not talk about data but about reality of the customers that is undermined with data.then have the people in charge (product managers) do as if they are their customer personas with the biggest nagtive feedback to improve. let the product team learn first hand what the experience is and then talk again about the analytics and data you have at hand.

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2 Assess Tools

Assessment of the current tools and systems in place is the next step. Sometimes, the issue isn't the reluctance to use data but the lack of appropriate tools or the complexity of existing ones. Evaluate whether your analytics tools are user-friendly and if they integrate well with other systems. Consider upgrading to more intuitive platforms that offer clear insights without requiring deep technical expertise, thereby making it easier for managers to adopt data-driven practices.

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Rodrigo Fernández de Paredes

?? Asesor Customer Experience en 15 Países ?? Autor Best Seller Construyendo Xperiencias ?? Keynote Speaker +400 eventos ?? CEO CX Latam Group ???? ?? Te ayudo a dise?ar experiencias rentables
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Hay diversas herramientas de medición en el mercado, más que buscar las marcas de moda, debemos evaluar cuál se adapta mejor a nuestras necesidades. Un factor diferenciador en algunas empresas es el acompa?amiento que te brindan las empresas de medición, ?realmente te ayudan a gestionar, a analizar la información obtenida,a dise?ar planes de acción? ?o lo que hacen es darte solo una herramienta? En resumen, analiza y selecciona aquella que mejor se adapte a tu necesidad.

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3 Set Objectives

Setting clear objectives for using data in improving customer experience is essential. Work with your managers to establish specific, measurable goals that are directly linked to customer satisfaction metrics. These objectives will serve as a roadmap for managers to follow and will provide a clear rationale for why using data and analytics is beneficial. They will also act as a benchmark to measure the success of their data-driven initiatives.

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4 Foster Culture

Fostering a culture that values data-driven decision-making is critical. Encourage an environment where questioning assumptions and making decisions based on data is the norm. Recognize and reward managers who effectively use analytics to enhance customer experience. Share stories of how data has positively impacted customer interactions within your organization to inspire others to follow suit.

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5 Provide Support

Managers may need ongoing support as they navigate the world of data and analytics. Offer continuous learning opportunities and make sure there is access to experts who can assist with data interpretation and application. Regular check-ins can also help managers feel supported as they apply new strategies to improve customer experience. This support system can alleviate apprehension and encourage the consistent use of data analytics.

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Christopher Santamaria Castillo

Especialista de Investigaciones AML FCP en BBVA
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Muchas veces los jefes y gerentes se encuentran inmersos en muchas reuniones y actividades que no les permite incluir dentro de sus ajustados horarios la aplicación de los datos y la analítica, por lo que es muy importante ser el soporte, apoyo o mano derecha de nuestra jefatura para la presentación de estos datos, abordar el tema en las reuniones de equipo, usualmente 1 hora a la semana, dependiendo de la organización, donde podamos mostrarles los resultados de las mediciones y el impacto positivo que se puede lograr en el desempe?o del equipo en la experiencia del cliente.

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6 Monitor Progress

Finally, it's important to monitor progress and provide feedback. Use performance metrics to track improvements in customer experience and share these results with your managers. This feedback loop not only helps in fine-tuning strategies but also motivates managers by showing them the tangible benefits of their data-driven efforts. Continuous monitoring ensures that the use of data and analytics remains aligned with the overall goal of enhancing customer satisfaction.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Ricardo Saltz Gulko

Customer Experience and Success - Professional Services Transformation - Design & Innovation - Growth and Revenue Generation
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Continuously monitor progress and provide feedback to ensure that data-driven approaches are effectively enhancing the customer experience. By taking these steps, organizations can better equip their managers to leverage data and analytics for improved customer satisfaction and business success.

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What do you do if your team managers aren't using data and analytics to improve the customer experience?

1

2

3

4

5

6

7

1 Educate Managers

2 Assess Tools

3 Set Objectives

4 Foster Culture

5 Provide Support

6 Monitor Progress

7 Here’s what else to consider

Customer Experience

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What do you do if your team managers aren't using data and analytics to improve the customer experience?

1

2

3

4

5

6

7

1 Educate Managers

2 Assess Tools

3 Set Objectives

4 Foster Culture

5 Provide Support

6 Monitor Progress

7 Here’s what else to consider

Customer Experience

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感谢您的反馈

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