I would love to hear from anyone who has experience in revamping their customer experience analytics platform. What insights or advice would you be willing to share? Also curious if you have seen the ROI and how that matched up with expectations.

Data & Analytics Customer Engagement Contact Center & Telecom

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Executive Director of Technology in Healthcare and Biotech7 months ago

Upon assuming my position, addressing the inefficiencies of our existing platforms was a priority on my agenda. These platforms were cumbersome and underutilized, highlighting a need for improvement. There was too much "friction" in the old platforms. My focus was on several key objectives aimed at enhancing the analytics experience. I aimed to minimize the friction users experienced with the system. This goal was approached by reducing the number of clicks required and revamping the way people would access reports, resulting in a more intuitive system with simplified navigation. Another objective was to tailor the presentation of information to meet user preferences, which involved conducting stakeholder discovery to understand specific needs and preferences, thereby making the information more universally accessible.

From a ROI perspective, quantifying the impact posed a challenge, given our role as an IT group. However, I implemented a comprehensive auditing strategy that logged every interaction with the system. Initially, this data was reviewed daily to gauge the system's usage and effectiveness. We compared the actual number of users to the potential user base, monitoring these metrics over time to assess adoption rates. Furthermore, we sought feedback from key stakeholders, inquiring not just about their general impressions but also the tangible effects of the new analytics on outcomes such as publications and grants.

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CIO7 months ago

We did an update to one of our SaaS analytics platforms based on feedback from a customer. Our analytics platform was focused on technical optimization of Energy Companies high risk/high cost operations. The customer wanted to add analytics around overall ROI from their various operations at any point of time so that their executive management could use that to make timely decisions. Based on the customer feedback post this change, they were able to cut down their decision making time from 10 days to a few hours.