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Last week Sean Otto and Michael Nealey of Ingersoll Rand presented a webinar on how they are using Alteryx and Tableau to run their Customer Experience Management program.
You can hear the webinar recording here, and you can download the slide deck here.
The session included a lively Q&A where attendees from KPMG, Nike, Wells Fargo, United Airlines, Cardinal Health, Schneider Electric, and Target took part in the discussion, which Michael and Sean personally answered most of the questions.
Would this also handle offline surveys?
Sean Otto: Yes, this would handle offline surveys. Any survey data regardless of source.
Do you use any tools that will clean the respondent email address list prior to sending to achieve maximum deliverability?
Michael Nealey: Yes... we use the REGEX tools (within Alteryx) for this.
Do you use Alteryx or the survey tool API to input data into your CRM system (e.g. Salesforce)? Or does that not apply?
Sean Otto: That is our goal, but we are in the process of upgrading our CRM to enable this functionality.
Can Alteryx handle non-structured data?
Brian Dirking: YES! Alteryx is great at handling unstructured or semi-structured data as well.
Have you tried to blend business data with survey data? e.g. customer profitability, revenue etc. Is this easy with Alteryx? How do you handle different spellings, etc?
Michael Nealey: absolutely… we do a lot of that analysis ... as for different spellings, there is a fuzzy matching tool that allows you to handle these!
Can Alteryx be used as a master data management cleansing tool?
Sean Otto: Yes, we currently have a project where we are using Alteryx to do this. Any type of data you have, big or small, can be cleansed with Alteryx. Said another way, if you have a data process in Excel, move it to Alteryx.
With Alteryx, can we create customer match login with different fields as part of cleansing process. For example, can we match fields to update customer address that are standardized?
Sean Otto: yes, they also have a link to Melissa Data to standardize and fix customer addresses. Alteryx is extremely useful and nimble when it comes to geo-location data.
Can you generate "services" which run, say on daily basis, to do the data cleansing, automatically? Or is there a requirement for a user to have the application open and "run" a 'solution' to do the job?
Sean Otto: Great question. Yes, with the Alteryx Server you can schedule jobs to run daily.
In Tableau, does that email trigger email alert available in Tableau Server license only, or is it also available via Tableau Desktop license?
Sean Otto: The email trigger is done in our survey tool, but we use Alteryx to enhance the process.
A huge thank you to Michael and Sean for their work in putting together the content for the webinar – they have built a world class Customer Experience Management program, and we appreciate their willingness to share their expertise with the analytics community.
