What 5 Years of XM Data Tells Us: Predictive Analytics for the Customer Experience

While these four fundamental themes are all individual driving forces of the customer experience, they can also be highly correlated. For example, if the Altair Customer Experience Consultant clearly explains the relocation process, the customer is more likely to be highly satisfied with ease of the relocation overall.

"This is a significant discovery and contrary to established thinking about customer satisfaction in the industry," said Chad Sterling, CEO at Altair Global. "This data tells us that ease of process and a positive experience is equal to or even more impactful than many of the stressors once thought to be significant drivers in a customer's journey."

Kelly Tepera, SVP of Customer Experience at Altair Global, elaborates, "When we began our XM journey, we all had preconceived ideas of what the data would eventually tell us. What we have now discovered has surpassed our wildest expectations. To see that customer effort ease, communications, integrity, and financial delivery act as a multiplier on how our Customer Experience Consultants and our organization is evaluated is significant in our process and technology design, training and development, and experience delivery. Furthermore, to see that these factors play a key role in how relocating employees evaluate their employer's mobility program directly extends the value of XM to our client's employee experience. This is the power of XM."