Course description

This course introduces a mainly non-technical approach to capturing and analysing the right data for instant and accurate decision making in the developing, managing and innovating of customer experience. It is aimed at managers and leaders, preparing them to ask the right questions and know how to interpret complex results and analysis about internal and externally drive data. The focus of the course is on what data is needed, how to capture it, what analysis methods are most appropriate and how to check for data reliability. The course focuses on customer, service process and employee driven data.

Archived offerings