Gartner Research

Key Talent Competencies for High-Performing CX Analysis

Published: 16 January 2019

ID: G00704120

Analyst(s): Customer Experience Research Team

Summary

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.

Table Of Contents

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

Active Curiosity

Analytic Capability

Technical Proficiency

Communication Skills

Business Acumen

Mapping Key Competencies to Stages of Analytic Maturity

Descriptive Analytics

Diagnostic Analytics

Table 1: Key Competencies Mapped to Analytic Maturity: Descriptive and Diagnostic Stages

Predictive Analytics

Prescriptive Analytics

Table 2: Key Competencies Mapped to Analytic Maturity: Predictive and Prescriptive Stages

Implications of Mapping to Maturity

Functional Upskilling

Conclusion

About This Research

Presentation Deck

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