How can you use analytical reasoning to evaluate process change impact on customer experience?

1 Identify the problem and the goal

Before you make any changes to a process, you need to have a clear understanding of the problem you are trying to solve and the goal you are trying to achieve. What are the pain points, gaps, or inefficiencies in the current process? How do they affect customer satisfaction, loyalty, retention, and revenue? What are the desired outcomes and benefits of the process change for customers and the organization? How will you measure and track them?

2 Gather and analyze data

To evaluate process change impact on customer experience, you need to collect and analyze relevant data from multiple sources. Data can include customer feedback, surveys, reviews, complaints, ratings, referrals, retention rates, churn rates, lifetime value, net promoter score, and more. You also need to consider data from internal sources, such as process metrics, performance indicators, costs, quality, time, resources, and risks. You need to use analytical tools and techniques, such as charts, graphs, tables, statistics, models, simulations, scenarios, and experiments, to visualize, compare, and interpret the data.

4 Implement and monitor the change

Once you have selected the best alternative for process change, you need to implement and monitor the change. You need to plan and execute the change in a systematic and structured way, following the best practices and standards for process design and improvement. You need to communicate and collaborate with the stakeholders, customers, and team members involved in the change. You need to monitor and measure the results and outcomes of the change, using the data sources and metrics you defined earlier. You need to use analytical tools and techniques, such as dashboards, reports, feedback loops, control charts, and more, to track and evaluate the change.