{"id":5210,"date":"2024-09-03T10:48:11","date_gmt":"2024-09-03T10:48:11","guid":{"rendered":"https:\/\/noelbeane.com\/staging\/5285\/?p=5210"},"modified":"2025-01-12T05:29:53","modified_gmt":"2025-01-12T05:29:53","slug":"case-cx-drivers","status":"publish","type":"post","link":"https:\/\/noelbeane.com\/staging\/5285\/case-cx-drivers\/","title":{"rendered":"Case – CX Drivers"},"content":{"rendered":"
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Case Study: Verisk CX Drivers<\/p>\n<\/div><\/div>\n\n\n\n

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\"Verisk<\/figure>\n<\/div>\n\n\n\n

Verisk Analytics<\/p>\n\n\n\n

Role: Sr. Manager CX Strategy<\/p>\n\n\n\n

2021 – 2023<\/p>\n\n\n

CX Strategy<\/a>, <\/span>Human-Centered Design<\/a>, <\/span>System Thinking<\/a>, <\/span>User Research<\/a><\/div><\/div>\n\n\n\n
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CX Drivers: Monitoring The Moments that Matter<\/p>\n\n\n\n

Summary<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

Opportunity<\/p>\n\n\n\n

Understanding user behavior is key to improving customer satisfaction. Every interaction counts\u2014whether 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.<\/p>\n\n\n\n

Challenges<\/p>\n\n\n\n

At Verisk, one of the biggest hurdles we face is gathering the right data to truly understand behavior and trends. But the work doesn\u2019t stop there\u2014once 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.<\/p>\n\n\n\n

Outcome<\/p>\n\n\n\n

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\u2014a single health score that gives clear insights into each customer. It\u2019s all about using behavior analytics to truly understand and boost engagement!<\/p>\n\n\n\n

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Key Take Aways<\/p>\n\n\n\n

Understanding the overall health of your customer experience goes beyond monitoring NPS scores. A single survey that is published once or twice a year does not paint a true picture of customer satisfaction. It is a first step on the journey to understanding the perceptions of your customers.<\/p>\n<\/div>\n\n\n\n

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Related Strategies<\/p>\n\n\n\n

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Qualitative Coding<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

Case Study: Verisk CX Drivers Verisk Analytics Role: Sr. Manager CX Strategy 2021 – 2023 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 […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"wp-custom-template-nb-home","format":"standard","meta":{"nf_dc_page":"","_uag_custom_page_level_css":"","_swt_meta_header_display":false,"_swt_meta_footer_display":false,"_swt_meta_site_title_display":false,"_swt_meta_sticky_header":false,"_swt_meta_transparent_header":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[22],"tags":[27,76,81,78],"class_list":["post-5210","post","type-post","status-publish","format-standard","hentry","category-casestudies","tag-cx-strategy","tag-human-centered-design","tag-system-thinking","tag-user-research"],"yoast_head":"\nCase - CX Drivers | Noel Beane<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/noelbeane.com\/staging\/5285\/case-cx-drivers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Case - CX Drivers | Noel Beane\" \/>\n<meta property=\"og:description\" content=\"Case Study: Verisk CX Drivers Verisk Analytics Role: Sr. Manager CX Strategy 2021 – 2023 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. 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