Using Predictive Analytics to Improve the Customer Journey

This entry-level class offers something for designers and business leaders who want to apply Big Data to solve real-world problems, and for data wizards who want to understand the practical applications for their abstract algorithms and insights.

A recent survey showed that 89% of companies want to use predictive analytics to improve their business. One of the biggest problems in the realm of Big Data is now that organizations have built teams to generate all these analytics - they’re struggling to figure out what to do with it. In this course, Using Predictive Analytics to Improve the Customer Journey, you'll learn how to address this problem by harnessing Big Data in a way that leads to real-world benefits. First, you'll learn what predictive customer analytics are, how they are generated, and why they are valuable for making sure your products, customer experience, and websites don’t fall behind. Next, you’ll explore how to use customer journey mapping to spot hidden opportunities (as well as “pain points”) that need to be addressed. Finally, you’ll meld predictive analytics with journey mapping to reveal how you can improve your products and increase customer satisfaction. At the end of this course, you not only will be able to build data-informed visualizations that improve UX and boost sales, but you’ll also gain insights that will help you better manage teams comprised of both data geeks and design nerds.

• Course Overview 2mins
• Generating Predictive Analytics 21mins
• Identifying Relevant Data Sources 23mins
• Mapping the Customer Journey: Why It Matters and How to Do It 39mins
• Using Data to Map the Touchpoints 37mins
• Combining Predictive Data and Journey Maps 46mins