Published: 16 January 2019
Analyst(s): Customer Experience Research Team
CX leaders need to generate actionable insights from customer feedback and behavioral data. However, the broad set of analytic skills and responsibilities required — from survey research to data analysis to communication of insights — complicates assessment of skill gaps and talent needs.
The Search for High-Performing Analytic CX Talent
A Lack of Standards
Characteristics of High-Performing Analysts
5 Key Competencies of High-Performing Analytic Talent
Mapping Key Competencies to Stages of Analytic Maturity
Table 1: Key Competencies Mapped to Analytic Maturity: Descriptive and Diagnostic Stages
Table 2: Key Competencies Mapped to Analytic Maturity: Predictive and Prescriptive Stages
Implications of Mapping to Maturity
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