Webinar recording: Predictive Customer Experience analytics

Topic: Predictive Customer Experience analytics

Time: This webinar was held on Friday, January 29th 2021.

Speakers: Filip Franck (CEO) and Carl-Johan Larsson (eXperience Manager Nordics, Qualtrics).

The traditional way of monitoring customer experience is by collecting feedback in some form and taking action on it. The problem is that this is always reactive, and especially if the feedback is collected after a transaction or event has taken place, there isn’t much you can do to improve the experience anymore – other than for future transactions or events. However, if you ask for feedback early on in the customer relationship you can use that information to produce predictive analytics on how the current customer experience is likely going to develop and impact on business i.e. it empowers you to take proactive actions that can impact on sales and profitability. In this webinar we will talk about how this works in practice and how you can implement predictive analytics in your CX process as well.
 
Why does Experience Management matter, especially in times of crisis?

The most successful companies don’t just react to problems as they occur, they try to predict and mitigate those problems before they ever happen. Experience Management (XM) is the process of monitoring every interaction people experience with a company in order to spot risks and opportunities for improvement.When it comes to meeting the wants and needs of customers and employees, there’s a big disparity between how well companies think they perform and how well they actually do.

Who are we?

PBI is a research-based management consulting company that has conducted experience management projects for over 25 years especially in B2B industries. We deliver services together with our technology partner Qualtrics who provides the best-in-class platform for XM.