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Big Data Advances in Customer Experience Management

I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer Experience Management programs.  This talk was part of a larger webinar on competitive analytics that was co-sponsored by TCELab and Omega Management.  Some of the content below appears on prior blogs but not in […]

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Three Upcoming Talks on Big Data and Customer Experience Management

I have recently written on Big Data's role in Customer Experience Management (CEM) and how companies can extract great insight from their business data when different types of business data are integrated with customer feedback data. I have been invited to share my thoughts on Big Data and Customer Experience Management at three upcoming conferences in […]

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Beyond the Ultimate Question

Try these Customer Loyalty Questions for your Relationship Survey

Customer loyalty is the leading indicator of business growth. In fact, a main reason why companies implement voice of the customer (VoC) initiatives is to improve customer loyalty. Based on a 2010 study by Gleanster, asking 276 companies about their customer feedback management initiative, a majority of the loyalty leading companies said they implemented their […]

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