I am Business over Broadway (B.O.B.). I like to solve problems using the scientific method. My interests are at the intersection of customer experience, data science and analytics.
What I Do
I conduct research in the area of customer experience, data science, customer feedback (e.g., identify best practices in CX/Customer Success programs, reporting methods and loyalty measurement) and provide consultation to help clients improve how they use their customer data to gain insights that move their company forward.
Recognition as Subject Matter Expert
- 50 Top Digital Influencers to Follow at the End of 2022 and in 2023 (September 2022)
- 200 most powerful influencers to follow in 2022 – Customer Experience and Artificial Intelligence (November, 2021)
- 50 Top Digital Influencers – Data Science and Machine Learning – to Follow at the End of 2021 and in 2022 (November, 2021)
- Top 20 AI Social Influencers on Twitter (September, 2021)
- Top 20 influencers revolutionizing the eCommerce industry (June, 2021)
- Top Researcher of Who’s Who in Data Science and Machine Learning (March, 2021)
- Top Social Amplifier of Who’s Who in Data Management (January, 2021)
- 200 CX Thought Leaders to follow in 2021 (December, 2020)
- Top Influencer in RPA (Robotic Process Automation) (December, 2020)
- 2nd place in 2020 Data Leaders Brief MVP Awards Data Collection category (December, 2020)
- 50 Top Digital Influencers to Follow at the End of 2020 and in 2021 – Data Science and Machine Learning (November, 2020)
- Top 100 Global Thought Leaders and Influencers to Follow in 2020 (October, 2020)
- Engati’s Customer Experience’s Top 14 Experts (September, 2020)
- Top Data and BI Victors of 2020 (August, 2020)
- Ranked #37 in Big Data: Top Influencers and Brands (March, 2020)
- Top Data Science Influencers to Follow in 2020 (January, 2020)
- Top Data Science Influencers on Twitter to Follow in 2020 (January, 2020)
- 50 Top Digital Influencers to Follow at the end of 2019 and in 2020 (November, 2019)
- Ranked #5 Top Influencers on LinkedIn (October, 2019)
- 50 Most Popular AI Influencers of North America (September, 2019)
- Top 6 Big Data Blogs (September, 2019)
- 50 Top Digital Influencers to Follow in 2019 (June, 2019)
- Top 100 Influencers in Artificial Intelligence and Big Data (April, 2019)
- Big Data Thought Leaders (March, 2019)
- 5 Top Data Science Bloggers to Follow in 2019 (January, 2019)
- Ranked #37 Top Digital Influencer to Follow in 2019 (November, 2018)
- CustomerThink Hall of Fame Award (June, 2018)
- Ranked #24 Business Intelligence Entrepreneur (June, 2018)
- Ranked #44 Data Science Influencer (April, 2018)
- Ranked #5 Customer Experience Author (January, 2018)
- Top 15 Analytics and Data Science Influencers You Need to Follow (August, 2017)
- Ranked #22 Big Data Influencer (May, 2017)
- Top 20 Big Data Blogs and Influencers (February, 2017)
- Ranked #1 Customer Experience Author (January, 2017)
- Ranked #5 Data Science Influencer (April, 2016)
- Ranked #7 Big Data Expert (February, 2016)
- Ranked #2 Customer Experience Author (January, 2016)
- Ranked #14 Big Data Expert (January, 2016)
- IBM Big Data and Analytics Hero (Sept, 2015)
- Ranked #8 Big Data Expert (January, 2015)
- Ranked #14 Big Data & Customer Experience (February, 2014)
- Ranked #27 Big Data Expert (November 2013)
- Ranked 25 Big Data Expert (July 2013)
Experience
I have over 25 years of consulting and research experience in enterprise and midsize companies, including Microsoft, Oracle, Agilent Technologies, Sophos, Virtual Instruments, Netsmart Technologies and Genstar Capital. I have managed customer satisfaction research as an employee to Fortune 500 firms, and as an independent consultant. I have published numerous articles in both scientific and trade journals and presented at national and international conferences as a keynote speaker on such topics as customer experience management (CEM) best practices, implications of Big Data for CEM and selecting the right loyalty metric.
Books
- TCE: Total Customer Experience: Building business through customer-centric measurement and analytics
- Measuring Customer Satisfaction and Loyalty: How to develop and use customer surveys
- Beyond the Ultimate Question: Customer feedback programs best practices
Social Media Presence
- Google+: Bob Hayes
- Twitter: @bobehayes
- LinkedIn: Bob Hayes, PhD
- Blog: Business Over Broadway
Education
- University of Washington, BS, 1985
- Bowling Green State University, MA, 1987
- Bowling Green State University, PhD, 1992
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)