CX teams don’t traditionally include the data scientist role, but adding one can help derive more value from customer data than a CX analyst or canned analytics software can.?
Customer experience must be a team effort. Enterprises that appoint a chief experience officer or chief customer officer are off to a good start, but a bigger team is more beneficial and can include a CX manager; an apps manager; analysts; a data scientist; and help from IT, sales, marketing and the service desk. CX analysts cover a range of data-crunching tasks and are necessary for a well-designed CX team.
Author: Scott Robinson