Homewebinarsbest practice driver analysis

Best Practice Driver Analysis

Key driver analysis is the tool which lets you measure which aspect of the customer experience to prioritise, but many organisations are using statistical techniques which are not really fit for purpose. In this webinar we discuss the weaknesses of commonly used techniques, and show the benefits of state of the art relative importance or structural modelling techniques.

You can watch this webinar on demand. Fill in the short form and you'll get access to the recording straight away.

Watch on demand now

Webinar host:

Stephen Hampshire

Client Manager @ TLF Research

After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.

Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.

Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.

You may also be interested in

Search the CX insights hub

Downloads

Finding the right statistical tool for you

Description not available

Webinar

Understand Statistical Significance And Confidence Intervals

Statistical significance can seem like a complicated and arcane world, but it’s vital to understand the basics if you want to make decisions with data. We’ll cover what you can and can’t do with survey data, why confidence intervals may make more sense than significance testing, ...

Customer Insight Magazine

Created and published in house, Customer Insight magazine is a home for longer features, case studies, and latest thinking on customer experience and insight. All designed to inform, stimulate, and sometimes to provoke. We hope you enjoy reading it as much as we do creating it!

Webinar

Understanding Causation from A/B Tests to Modelling

Businesses often want answers to questions about cause and effect (Why has the score gone down? What impact will this new process have on retention?), but research has traditionally been reluctant to make causal claims (“correlation is not causation”). Now big data, online A/B te...