CX Drivers: Monitoring The Moments that Matter

Summary

At Verisk Analytics, I teamed up with business intelligence data scientists to blend qualitative and quantitative analysis. This helped us dive deeper into organizational data and uncover actionable insights. By breaking down satisfaction metrics by customer, revenue, and other factors, we gained a sharper understanding of user behavior and engagement, ultimately driving better decision-making.

Opportunity

Understanding user behavior is key to improving customer satisfaction. Every interaction counts—whether it’s a smooth, helpful chat with support or a frustrating delay in getting product information. These critical moments can turn a happy customer into a dissatisfied one, or vice versa. By using behavior analytics, we can track and address these moments in real-time, empowering us to proactively enhance the customer experience and keep satisfaction on the rise.

Challenges

At Verisk, one of the biggest hurdles we face is gathering the right data to truly understand behavior and trends. But the work doesn’t stop there—once we consolidate this data into one source, we need to ensure its accuracy and reliability. Trust in the data is everything. Without it, even the best insights can fall apart. Using behavior analytics allows us to overcome these challenges, giving us a clearer, more dependable picture of user engagement and actions.

Outcome

We pinpointed over 80 key data sources and brought them together in a single, easy-to-use dashboard. Then, we took it a step further by creating a streamlined Customer Scorecard—a single health score that gives clear insights into each customer. It’s all about using behavior analytics to truly understand and boost engagement!

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