5 Customer Experience Analytics Tools That Will Up Your Game

Stacey McDaniel | 3/8/2024

Topics: Minitab, Customer Experience

Improving the customer experience (CX) is expected to become even more important for businesses going forward, as more customers demand personalized, convenient, and value-based experiences. According to Forrester, 64% of US CX leaders expect larger budgets in 2024. Forrester also said that more than 50% of CX leaders plan to grow capabilities that understand customer insights and customers’ experiences with the brand. These experience analytics tools can provide customer insights and analytics, digital intelligence, and customer feedback. 

Minitab has helped many companies gain greater visibility into customers’ motivations and pain points, get to the root cause, and take action to improveultimately building customer loyalty. Minitab can also help businesses optimize their customer service and contact center operations and enhance their customer interactions on digital platforms. Let’s explore 5 data analysis and visualization tools that can help.

  1. Predictive Analytics using CART®: By leveraging predictive analytics, organizations can quickly identify the key drivers of customer satisfaction. Leveraging the Predictive Analytics menu in Minitab Statistical Software, you can use CART to quickly identify the key drivers of customer satisfaction. CART is a useful tool for your analytics toolbox as it does not require many assumptions and can be done quite quickly. If you have data that you have not analyzed because predictive analytics and machine learning seem too intimidating for you — try CART — we have worked hard to make it user friendly!  Read this related blog to learn more. 

  2. The Eight Disciplines of Problem Solving (8D): Minitab Engage offers an 8D project template that adheres to the eight disciplines for identifying, correcting, and preventing recurring problems. 8D analysis will help you understand who and what does the problem affect, the root cause, and corrective measures to take. KYOCERA AVX, a Minitab customer, moved from using Excel to Minitab Engage to standardize their 8D template and processes and used them across the company to manage customer complaints. Learn more in this case study. 

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  3. Root Cause Analysis: You can perform this kind of analysis to identify the underlying reasons behind customer issues or dissatisfaction. That will enable you to address and remedy problems preemptively. This eBook explains how root cause analysis can be used in a healthcare setting to enhance patient outcomes and satisfaction.
  4. Statistical Process Control (SPC): Minitab Connect allows you to combine data from multiple sources and track changes in your key performance indicators in real time. Get a look at how to use control charts and capability analyses in the Minitab Connect SPC Tool to monitor your processes. 

  5. Design of Experiments (DOE): DOE refers to the creation of a series of experimental runs, or tests that provide insight into how multiple variables affect an outcome, or response. In a designed experiment, more than one factor can be changed at a time, statistical analysis is performed to determine what factors are important and identify the optimum levels for these factors. Using an easy-to-understand Pareto chart, you can quickly see which factors have the potential to contribute the most to customer complaints.  Learn how Edward Jones used Factorial Plots, Pareto Charts, and 3D Scatterplots to optimize their customer service in this case study

At a time when customer expectations are running high, there are many data analytics tools you can use to optimize your services. Your ability to deliver timely, accurate, and personalized services can give your company a leading edge.  

Ready to up your customer experience game? 

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