There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback.
Yes, metrics are a crucial element of every successful CX program. With metrics, you can establish a clear performance baseline and track trends based on actions you take over time.
But how do you know in advance if the actions you take will be the right ones? Wouldn’t it be great to have a crystal ball that lets you know exactly what to do to have the biggest impact on your anchor metrics?
Here’s some good news: You don’t need to have psychic powers to excel at CX. Instead, you need to use predictive analytics to clarify expected returns before you take every step—and to ensure you have clean data to power your CX metrics program. Only then can you take meaningful action based on your customer data.
In this blog, Richard Boehmcke shares how predictive analytics can benefit your business and therefore fundraising successes.