Getting to the heart of CX: Best practices in key driver analysis

Do you know what your customers want?

There’s a lot of potential business riding on every customer interaction. When you have a proven way to determine which aspects of the customer experience matter most, you can streamline your improvement initiatives and make sure your program is built to drive customer loyalty.

An effective key driver analysis technique enables you to:

• Understand the relationship of highly correlated CX measures
• Distill big data into intuitive insights for non-technical audiences
• Prioritize improvement efforts to amplify program impact