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7th July 2022
We asked our readers ‘What Impact Does Analytics Have on Your CX Strategy and Decision Making?’ This article looks at what 224 contact centre professionals think.
The results have been taken from the Future Innovations chapter of our ‘What Contact Centres Are Doing Right Now’ 2021 survey report, which was sponsored by Akixi.
Impact of analytics on CX strategy and decision making – results:
| Analytics Impact | Percentage |
|---|---|
| Identifying Pain Points in the Customer Journey | 60.2% |
| Helps with Root Cause Analysis | 49.7% |
| Helps Guide Our Strategic Direction | 48.5% |
| Central to Our Decision Making | 43.3% |
| Used to Get Buy in from Other Departments | 25.1% |
| We Don’t Use Analytics | 12.3% |
Over 60% of organizations use customer experience analytics to identify pain points within the customer journey. This makes it the most common use of the initiative.
The second most common is root cause analysis (49.7%). By combining these top two uses, organizations can systematically find and remove frictions within customer journeys.
Such a finding links in well with the underlying theme that monitoring and reducing customer effort is a key future trend.
This survey was done in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow.
To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below:
You can also download the full copies of our ‘Is Your Contact Centre Delivering Exceptional Customer Service?’ survey reports by following the links below:
For more great information check out our other Contact Centre Research
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
Connect with Robyn on LinkedIn
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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