This is CX, Episode 19: Understanding your customers using data

In this episode, Paul and Mike are joined by Jamie Fishman, an Experienced Consultant in West Monroe's Advanced Analytics practice, to talk about how organizations use Descriptive Analytics to better under their customers, including who they are, what behaviors they show, and what drives their experience. Jamie and Paul walk through the analytical analysis to begin segmenting customers based on the data that companies have about their customers and some of the challenges organizations have when trying to complete this type of analysis.

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.