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Two Surveys Every Customer Experience Program Needs

Executives use customer surveys to help them improve the customer experience. In this post, I will describe two types of customer surveys, each providing insight to help executives make better, customer-centric decisions. These surveys are relationship surveys and transactional surveys. Relationship Surveys Relationship surveys give executives the 30,000 ft view of the customer relationship landscape. Relationship […]

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Hybrid Data Scientists: Key to Leading and Optimizing Analytics Efforts

The hybrid data scientist is one whose work reflects many different data science roles. Hybrid data scientists, compared to data scientists who play a single, narrower role, possess deeper knowledge in particular data science skills such as machine learning, managing unstructured data and optimization. Organizations can leverage their deeper knowledge to improve their data science […]

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How Data Scientists Extract Value from Data [Infographic]

Building a successful data science program in your company relies on a good understanding of the data professionals who extract insights and value from data and how they do it. Toward that goal, we asked over 600 data scientists about their skills, jobs, colleagues and more. We have summarized the results of this ongoing study in several blog posts […]

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Customer Loyalty Measurement Framework

Selecting the Right Customer Loyalty Measures for your CX Efforts

Customer loyalty plays a key role in any customer experience management program. Customer loyalty reflects the degree to which customers engage in positive behaviors toward and experience positive feelings about a company or brand. Your customer loyalty metrics plays large part in your customer experience analytics efforts; the goal of analytics is to uncover ways […]

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bob@businessoverbroadway.com | 206.372.5990

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