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Question 149 - CBDA discussion

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A consumer products company is interested in finding ways to innovate utilizing business analytics. The team is reviewing a database of customer complaints. Interested in knowing how the organization currently interacts with its customers, the analyst proposes the use of which technique?

A.
Document analysis
Answers
A.
Document analysis
B.
Journey map
Answers
B.
Journey map
C.
Current state assessment
Answers
C.
Current state assessment
D.
Interface analysis
Answers
D.
Interface analysis
Suggested answer: B

Explanation:

A journey map is a visual representation of the interactions and experiences of a customer or stakeholder with an organization, product, or service over time. A journey map can help identify pain points, gaps, opportunities, and emotions along the customer journey. A journey map can also help understand the current state of the customer experience and how it can be improved or innovated using business analytics.

asked 18/09/2024
Faviola Gomez Carbajal
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