We believe that establishing the link between customer experience (CX) and business outcomes is critical to enable clients determine the return on investment from their CX strategy; not only from the research conducted, but more importantly from the actions you take to improve the customer experience.
At MaritzCX, we define this type of modelling as ‘Linkage Analysis’ and have applied this method successfully with clients for many years. The over-arching idea is to establish the link between customer experiences, as measured in surveys, with business outcomes, expressed as customer behaviours, which is reflected in your customer database and operational data.
In this webinar our experts Jeremy Griffiths and Smitha Chunduri will highlight how you can leverage linkage modelling to connect customer experience data with what your organisation does to impact these experiences. They will further introduce best practice models that highlight how this type of upstream linkage analysis can help you to isolate, which processes, policies, and employees’ actions positively or negatively influence the customer experience and help you to identify where improvements need to be made.