We live in a Big Data world where everything is being quantified. In fact, data already touches many aspects of your lives. IBM just released a free e-book illustrating why everybody needs to be excited about data. This e-book talks about how data can: Power your business Impact your personal and professional life Make an difference to […]
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 […]
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 […]
Building a successful data science program in your company relies on a good understanding of the data professionals who extract insights and value from data and how they do it. Toward that goal, we asked over 600 data scientists about their skills, jobs, colleagues and more. We have summarized the results of this ongoing study in several blog posts […]
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 […]
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 […]
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. […]
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 […]
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.
Beyond the Ultimate Question: Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty and best practices of customer feedback programs.
Measuring Customer Satisfaction and Loyalty (3rd Ed.): Book includes discussion of how to measure the customer experience, including customer satisfaction and customer loyalty.