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Three Problems with Customer Surveys and How to Fix Them

Customer surveys are the foundation of many CX programs. Improvements in the content of these surveys, however, have not changed for decades. Businesses now have a plethora of data sources to help them understand their customers. The use of these Big Data sources will necessarily impact the type of questions you need to ask in […]

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25 Data Science Terms Every Customer Professional Needs to Know

We live in a Big Data world, one in which everything is quantified. As a result, customer-centric professional (e.g., customer experience, customer success) are increasingly using the practice of data science to extract value from these data. As the field of data science evolves, more terms are being used to define the process by which […]

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Artificial Intelligence: The Customer Experience Imperative

Customer Experience Management (CXM) is the process of understanding and managing customers' interactions with and perceptions about the company/brand. In our Big Data world, improving the customer experience is increasingly becoming data-intensive endeavor. Consider CRM systems, surveys, social media sources, telemetry systems, and publicly available data sources; using the combined power of statistics and today’s […]

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#DataProPoll: The State of Data Analytics

I am preparing to launch a data science survey in the next couple of weeks. This study will be help verify the findings from a similar study I conducted two years ago (see Investigating Data Scientists, Their Skills and Team Makeup) as well as help me explore additional topics of interest (e.g., satisfaction with data […]

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Descriptive Statistics of and Correlations Among Different Data Science Skills

What Data Science Skills Do You Need in a Big Data World?

A while back, I wrote about the three skills needed to practice data science. Based on a factor analysis of many different skills, data science skills fall into three broad skill areas. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. Data science is essentially a way to extract insight from data using […]

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Looking for Machine Learning Talent Among Data Scientists

Data scientists have a variety of different skills that they bring to bear on Big Data projects. These skills cut across Subject Matter Expertise, Technology, Programming, Math & Modeling and Statistics. One valuable skill that is becoming popular in data science is machine learning. Machine learning is a method of data analysis that automates model building […]

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