Oracle stands as a great example of a company that builds their business around the customer. In my new book on customer experience management (CEM), TCE: Total Customer Experience, I dedicate a chapter to Oracle’s CEM approach. In this inside…
Blog Archives
The Total Customer Experience: How Oracle Builds their Business Around the Customer
Tagged with: big data, Customer Experience Management, Oracle
Posted in Best Practices, Big Data, Customer Experience Management, Total Customer Experience
Posted in Best Practices, Big Data, Customer Experience Management, Total Customer Experience
Which Customer Loyalty Metric is the Best? My Interview with Jeff Olsen of Allegiance Radio
I gave a talk at VoCFusion last month on the value of Big Data in customer experience management (CEM). After the talk, I was interviewed by the multi-talented Jeff Olsen of Allegiance (the conference organizer). Listen to the interview >> Jeff’s questions…
Big Data – What it Really Means for VoC and Customer Experience Professionals
I had the privilege of delivering a talk on the topic of Big Data on May 15, 2013 in Las Vegas as part of VOCFusion, the world’s largest voice of the customer event. I would like to thank Allegiance for hosting and organizing this excellent…
Tagged with: analytics, big data, Customer Experience Management
Posted in Analytics, Big Data, Customer Experience Management
Posted in Analytics, Big Data, Customer Experience Management
Share a Joke for a Chance to Win the New Book, Total Customer Experience
My new book, TCE – Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com. The book, available in both a Kindle edition and paperback, contains research-supported insights on the proper use of customer-centric measurement and analytics that will help…
New Book, Total Customer Experience, Now Available on Amazon
My new book, TCE – Total Customer Experience: Building Business through Customer-Centric Measurement and Analytics, is now available on Amazon.com. The book, available in both a Kindle edition and a paperback edition, contains research-supported insights on the proper use of customer-centric measurement…
The Final Four of the IBM Smart Sixteen Big Data Challenge
IBM recently set up a March Madness bracket for a field of 16 Big Data teams. Last week, Natasha Gabriel listed the elite eight who made it past the first stage. Well, after another grueling week of competition, the stage…
Tagged with: big data, Customer Experience Management, IBM
Posted in Big Data, Customer Experience Management
Posted in Big Data, Customer Experience Management
March Madness for Big Data Enthusiasts: The Smart Sixteen Big Data Challenge
I have never participated in a March Madness bracket until now. IBM set up a March Madness bracket for a field of 16 Big Data teams. These 16 Big Data teams are from four areas: Marketing, Finance, IT and Operations.…
Tagged with: analytics, big data, Customer Experience Management, Customer Loyalty, IBM
Posted in Analytics, Big Data, Customer Loyalty, Predictive Modeling
Posted in Analytics, Big Data, Customer Loyalty, Predictive Modeling
Improving the Value of Customer Experience Analytics
It is no surprise that many businesses are taking advantage of the power of analytics. In 2010, researchers from MIT Sloan Management Review and IBM found that organizations that used business information and analytics outperformed organizations that did not. Top-performing businesses were…
Tagged with: analytics, big data, Customer Experience Management
Posted in Analytics, Big Data, Competitive Analytics, Customer Experience Management, Customer Loyalty
Posted in Analytics, Big Data, Competitive Analytics, Customer Experience Management, Customer Loyalty
Learn how to build your business around the customer using customer-centric measurement and analytics. Available in Kindle and paperback. Learn more about TCE: Total Customer Experience.
