Using IBM Watson to Answer Two Important Questions about your Customers

Customer experience management (CXM) programs are necessarily a quantitative endeavor, requiring CX professionals to decipher insights from a sea of customer data. In this post, I will illustrate how you can use IBM Watson Studio to analyze one source of customer data, customer survey responses, to answer two important questions about the health of your customer relationship: 1) what is the current level of satisfaction across the CX touch points and 2) which of these touch points is responsible for ensuring customers are loyal? Customer Experience Management (CXM) programs rely on different types of data that come from a variety of sources. The most popular source of customer feedback is surveys. These two questions will help you understand how well you are meeting the needs of your customers and, more importantly, understand what you need to do to improve customer loyalty.