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Author Archive | Bob Hayes

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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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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Industry Differences in Data Science Roles, Skills and Project Outcomes

The AnalyticsWeek and Business Over Broadway Data Science Survey survey revealed industry differences in data science roles, proficiency in data science skills and satisfaction with work outcomes. The Information Technology industry is home to most data scientists. Data scientists who are Researchers outnumber the other types of data scientists in six of the top 10 industries […]

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Are You Using the Right Data Science Tools for Your Big Data Projects?

Data scientists rely on tools/products/solutions to help them get insights from data. Gregory Piatetsky of KDNuggets conducts an annual survey of data professionals to better understand the different types of tools they use. Here are the results of the 2015 survey. He followed his initial posting with additional analyses to better understand which tools go together. […]

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Data Science Job Roles Across Organizational Levels

Data scientists work at all levels of the organization. Our survey of data professionals revealed that Director-level data scientists have the highest level of proficiency across many data science skills and work with more of their peers compared to data scientists who are Individual Contributors, Managers or even Executives. Satisfaction with outcome of analytics projects did […]

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bob@businessoverbroadway.com | 206.372.5990

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