In my previous role, I analyzed customer feedback and usage data to identify pain points in our digital platform. By segmenting the data, I discovered that users struggled with a specific feature. I collaborated with the UX team to redesign the interface, resulting in a 20% increase in user satisfaction scores and a 15% reduction in support tickets related to that feature.

I measure success using a combination of quantitative and qualitative metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and task completion rates. For example, after implementing a chatbot, I tracked its impact on response times and customer feedback. The initiative reduced average response time by 30% and improved CSAT by 10%, demonstrating its effectiveness.

I use tools like Google Analytics, Hotjar, and Tableau to track customer behavior and identify trends. For instance, I used Hotjar to analyze heatmaps and session recordings, which revealed that users were abandoning a checkout page due to a confusing layout. This insight led to a redesign that increased conversion rates by 12%.

I prioritize based on impact and feasibility. For example, when faced with multiple CX issues, I assessed which changes would deliver the most significant improvement with the least effort. By collaborating with stakeholders and using data to guide decisions, I ensured that high-impact issues, like reducing cart abandonment, were addressed first, leading to measurable improvements.

I stay informed by attending industry webinars, reading blogs from thought leaders, and participating in professional communities like CX Network. Recently, I explored the growing use of AI in personalization, which inspired me to propose a pilot project for personalized product recommendations, resulting in a 10% increase in customer engagement.