Episode notes
The CX Goalkeeper had a smart discussion with Peter Dorrington
Peter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify.
“Analysis without actions is academy, actions without analysis is anarchy”
Key learnings:
Experience Management is the intersection among Customer Experience, Employee Experience and Partner Experience
·Predictive behavioral analytic is the combination of data science and behavioral science (e.g., from neuromarketing, behavioral economics)
The analytical approach tries to answer the following question: why people do the things that they do, what they are going to do next and what an organization should do with that
Keywords
analytics