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As Seen On

My work appears across the interwebs. Below is a sample.

IBM Big Data Hub

IBM Big Data Hub

write about Big Data and Customer Experience Management. For example, Big Data is impacting the field of customer experience management by allowing companies to 1) ask (and answer) bigger questions about their customers, 2) build the business (in data form) around the customer and 3) predict real customer behaviors.

I also participate in IBM Big Data hangouts on the topic of improving the customer experience through Big Data.


Oracle posted two articles on Forbes about their CEM program which featured my new book, TCE: Total Customer Experience. In the first article, Jeb Dasteel, Senior Vice President and Chief Customer Officer at Oracle, mentions my new book in the context of how Oracle designs their CEM program. In the second article, I was interviewed by John Foley (Director, strategic communications) of Oracle Corp. about the field of customer experience management (CEM). In the interview, we touched on a few topics that I cover in more detail in the book: 1) the difference/similarities between CEM and CRM, 2) the marriage of Big Data and CEM and 3) taking a holistic approach in understanding your customers. John provides an excellent summary of our conversation in a new post on Forbes, Customer Experience: Will Your Company Pass The Toothbrush Test?

Information WeekInformationWeek

Paul Cerrato, Editor InformationWeek Healthcare, arguing for the importance of engaging the patient for purposes of true healthcare reform, provided links to my research on the state of the patient experience in US hospitals and an interactive map of the US hospitals and their health outcome metrics.

Consumer Financial Protection BureauConsumer Financial Protection Bureau

The Consumer Financial Protection Bureau (CFPB) referenced my research on the validation of the CFPB credit card complaint database. I found that complaint frequency (from CFPB) was related to customer satisfaction across the major credit card providers.


I provide syndicated and unique content to CustomerThink's global online community of 200,000 business leaders. I am a top 10 contributing author (total number of page views) in the areas of customer analytics (#3) and regularly speak at CustomerThink's educational events.


I provide syndicated content to Business2Community's community of business professionals. B2C provides a balanced view of the current business landscape based on industry news and trends, as well as the real-life experiences from their 4,000+ expert contributors.

The International Year of Statistics (Statistics2013)Statistics2013

Statistics2013 invited me to be a guest blogger to help spread the good word about statistics. I wrote about the one thing you need to know about statistics: sampling error. Also, you might want to know that 2013 was the international year of statistics. | 206.372.5990