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A good customer experience drives customer retention, brand loyalty and revenue growth. There are many routes to improve your customer experience, such as creating better service based on the evidence from data. This 2-day course will enable you to take advantage of data analytics to understand what really matters to a customer. The metrics to assess customer touchpoints and data points against which you can track and analyse are included in the course. This will demonstrate accountability and allow you to better understand, act on and align efforts in customer experience innovation. At the end of the course, participants will be able to: • Understand how to measure customer experience effectively. • Apply analytics to customer journey, customer feedback and review. • Make evidence-based decisions in customer experience management.

Programme Outline • Customer Experience and Customer Journey • Customer Research Methods • Online Customer Experience • Survey Questionnaire Design • Customer Data Analytics Methods • A Primer of Text Analytics • Data Visualisation and storytelling