A specialized framework for mapping customer journeys, identifying friction points, and optimizing satisfaction metrics.
Install & Download
1. ClawHub CLI
The fastest way to install a skill directly from the registry.
npx clawhub@latest install customer-experience
2. Manual Installation
Copy the skill folder to one of these locations
~/.openclaw/skills/ <project>/skills/ Priority: Workspace > Local > Bundled
3. Prompt Installation
Copy this prompt to OpenClaw to install it automatically.
Help me install customer-experience using Clawhub. If Clawhub is not installed, install it first (npm i -g clawhub).
Prefer to download?
Get the raw skill files in a ZIP archive.
What is Customer Experience Analysis?
The Customer Experience Analysis skill is a comprehensive toolkit designed for Openclaw Skills users to systematically evaluate and improve the end-to-end customer journey. It provides a structured methodology to analyze interactions across awareness, consideration, purchase, usage, and loyalty stages, ensuring no touchpoint is overlooked.
By leveraging this skill, teams can bridge the gap between current performance and target satisfaction levels. It transforms raw customer feedback into actionable insights, utilizing industry-standard metrics like NPS, CSAT, and CES to drive data-informed decision-making and enhance long-term customer retention.
Customer Experience Analysis Use Cases
- Mapping the end-to-end customer journey for new product launches or existing services.
- Identifying high-friction touchpoints that lead to customer churn or cart abandonment.
- Quantifying customer sentiment and emotional transitions across different interaction stages.
- Prioritizing product roadmap features based on CX impact and implementation effort.
- Benchmarking current experience metrics against organizational targets and industry standards.
How Customer Experience Analysis Works
- Stage Mapping: The skill identifies key touchpoints and customer actions across the five primary journey stages.
- Sentiment Analysis: It evaluates emotional states (e.g., curious, frustrated, engaged) at every point of contact.
- Metric Evaluation: The system calculates current performance using formulas for NPS, CSAT, CES, and Retention rates.
- Gap Analysis: It compares current data against defined targets to identify specific performance deficits.
- Priority Matrixing: Issues are categorized by impact and effort to determine the most efficient path to improvement.
- Actionable Output: The skill generates a structured roadmap with immediate and short-term remediation steps.
Customer Experience Analysis Setup
To integrate this capability into your environment, install it via the Openclaw Skills manager:
openclaw install customer-experience
Once installed, trigger the analysis by providing the target product or service as an argument to the agent.
Customer Experience Analysis Data Schema & Taxonomy
The skill organizes customer data into a multi-dimensional taxonomy focused on journey phases and performance indicators:
| Data Layer | Components |
|---|---|
| Journey Stages | Awareness, Consideration, Purchase, Use, Loyalty |
| Touchpoint Attributes | Pain points, Opportunities, Emotional state |
| Performance Metrics | NPS Score, CSAT Percentage, Effort Score (CES), Retention Rate |
| Prioritization Meta | Impact (High/Medium/Low), Effort (High/Medium/Low) |
| Timeline Data | Immediate (0-30 days), Short-term (30-90 days) |
Customer Experience Analysis Advanced Features
- Multi-Agent Integration: Can be paired with research agents to pull real-time competitor CX benchmarks.
- Automated Gap Detection: Visually flags metrics falling more than 10% below target thresholds.
- Dynamic Action Plans: Generates time-bound remediation steps based on the severity of the identified friction points.
- Emotional Peak-End Analysis: Specialized focus on identifying the 'Peak' and 'End' moments of the journey to maximize long-term memory of positive experiences.
SKILL.md
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