Collecting customer experience data is challenging and very valuable for companies to better understand customers’ perception of their brand and products/services. Traditional analysis through operational reporting makes it difficult to view trends, apply predictive analytics, and manage customer experience data. Using SAP Analytics Cloud, SAP Cloud Platform, and main statistical language (R language), understand how a chocolate company in Brazil combined operational data (O-data) with experience data (X-data), generating smart insights through the augmented analytics approach. Customer profile data, combined with satisfaction survey, can drive a production line to optimize results. This information allows for measuring customer satisfaction and loyalty through the net promoter score (NPS) KPI. Through the R language, you can view the most relevant opinions of the services consumed by customers. All information shared by users about the company or products is collected and interpreted through a Twitter API integration, allowing for a multifaceted analysis (operational, experience, social networks). This analytics solution—combining augmented analytics concepts and the combination of X-data with O-data—enabled the company to view its business from a new perspective, improving their internal processes and increasing the level of customer satisfaction.
Key session takeaways:
- Generate business insights with an augmented analytics approach.
- Leverage data to enhance customer experience.
- Learn how to use SAP Analytics Cloud to combine X-data with O-data.
