BA Brew - A Business Analysis Podcast24 Tammi 2025

Customer Experience Analysis

In AssistKD’s latest Business Analysis podcast the team discuss why every touchpoint of the customer journey matters... and how a deeper understanding of the customer experience can only benefit organisations and the wider economy.

Kerry, Mike and Jonathan get some serious mileage out of a restaurant analogy and Mike gets extra brownie points for mentioning POPIT™️within the first two minutes of the podcast.

Topics covered include: what is the customer experience; the difference between CX and UX (User Experience) and which elements of POPIT™️relate to each; plus useful techniques such as empathy maps, customer journey mapping and Jonathan’s favourite – the Zone of Tolerance.

AssistKD's CX Analysis course takes and in-depth look at the customer experience, and how an organisation can transform its existing processes to create engaged, responsive and connected customer experiences. It’s ideal if you want to deepen your understanding of CX, and the module counts towards the new A4Q Service Designer qualification. CX Analysis is now also available as an eLearning course.

You may be interested in this article by Debra Paul. The Rise of the CX Professional. 

You can find out more about AssistKD’s Service Design courses here:

https://www.assistkd.com/courses/service-design-courses

Enjoy bitesize learning? Watch our short learning videos  here:

https://www.youtube.com/playlist?list=PLEvIolukjraxfTJfMou8axtos6ec_0z2s

#CX #CXanalysis #voiceofthecustomer #surveys #interviews #storytelling #focusgroups #observation #ethnographicstudies #empathymaps #customerjourneymaps #customerjourney #servicedesign #servicedesigner  #customerexperience #businessanalysispodcast

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