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- CX leaders seeking to demonstrate the ROI of CX initiatives
- CX, Customer Support, and Insights Teams aiming to optimize NPS and CSAT metrics and align them with key business goals
- Analysts looking to quantify the impact of CX on key business metrics

### Success Planning

Understand what key metrics you need to track when analyzing the voice of customer

### Data Collection

Learn how to design surveys, collect customer feedback, and combine it with behavioural and transactional data

### VoC Analysis

Find out why your NPS or CSAT changed, which customers were affected, and how it impacts your strategic goals

### Sharing & Reporting

Share insights with different stakeholders and build cross-organizational reporting

### Taking Action

Use insights to optimize customer journeys, drive customer loyalty and retention

### Return of Investment

Everything you need to know about measuring the impact of the changes you made

1. ### Introduction
   1. Introduction to Voice of the Customer Analysis

2. ### Key Metrics in VOC Analysis
   1. Overview of the Key Metrics

3. ### Use Case Delivery Framework
   1. Achieving the Benefits
   2. Inputs for Analysis
   3. Data Enrichment
   4. Data Classification
   5. Insights Sharing & Reporting
   6. Insight Extraction
   7. Taking Action & Prioritisation
   8. Measuring Impact
   9. Culture & Organisational Set Up

4. ### Voice of the Customer Analysis Quiz
   1. Voice of the Customer Analysis Quiz

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### About this course

* * *

- Free
- 12 lessons
- 0.5 hours of video content

Dmitry Isupov

Co-Founder of Chattermill

Dave Ascott

Strategy Lead