A worldwide survey of data professionals showed that adoption of machine learning methods in their company is 45%. Twenty-one percent of survey respondents said their employer is exploring ML methods. ML adoption rates varied by country with Israel (63%), Netherlands (57%) and the United States (56%) showing the highest and Egypt (31%), Morocco (24%) and […]
The practice of data science, including work in machine learning and artificial intelligence, requires the use of analytics tools, technologies and programming languages. A recent survey of nearly 20,000 data professionals by Kaggle revealed that Python, SQL and R continue to be the most popular programming languages. The most popular, by far, was Python (87% […]
Below is a list of topics, answers and articles in support of a recent Tweet Chat in which I was the guest. The chat (#CXChat) was on customer experience and emerging technologies. You can read the official summary of this CXChat by Sue Duris here. I was invited as a guest in a weekly tweet […]
Customer experience management (CXM) programs are necessarily a quantitative endeavor, requiring CX professionals to decipher insights from a sea of customer data. In this post, I will illustrate how you can use IBM Watson Studio to analyze one source of customer data, customer survey responses, to answer two important questions about the health of your […]
Retention marketing is about preventing your valuable customers from churning. Reducing customer churn requires you to know two things: 1) which customers are about to churn and 2) which remedies will keep them from churning. In this paper, I show you how marketers can improve their customer retention efforts by 1) integrating disparate data silos […]
Microsoft’s Imagine Cup student competition was held this week in Seattle (read about Day 1 and Day 2). On Day 3 of the competition, the set of judges awarded the championship title to smartARM, a robotic hand prothetic that uses a camera embedded in its palm to recognize objects and calculate the most appropriate grip […]
It’s day 2 of the Microsoft Imagine Cup, a global competition that empowers young computer science students to team up and use their creativity, passion and knowledge of technology and quantitative skills to create applications that improve the world in which we live. They just announced the recipients of the three Imagine Cup Awards and the […]
I’m attending the Microsoft Imagine Cup, a global competition that empowers young computer science students to team up and use their creativity, passion and knowledge of technology and quantitative skills to create applications that improve the world in which we live. This year’s event is the 16th annual event that includes 49 teams from around the […]
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.