Business leaders understand the advantage of using the power of artificial intelligence and machine learning to stay ahead of their competitors. However, understanding the power of AI is a lot different than actually successfully implementing it in companies. For example, in 2017, Gartner estimated that Big Data projects have a success rate of only 15%. […]
I attended IBM’s inaugural Think event in Las Vegas last week. This event, IBM’s largest (estimated 30,000+ attendees!), focused on making your business smarter and included keynotes and sessions on such topics as artificial intelligence, data science, blockchain, quantum computing and cryptography. I was invited by IBM as a guest to share some insights from […]
As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Predictive analytics and artificial intelligence capabilities provide a way to extract insights from that data to help you improve the customer experience and optimize customer loyalty. Artificial Intelligence and Predictive Analytics […]
Data science requires the effective application of skills in a variety of machine learning areas and techniques. A recent survey by Kaggle, however, revealed that a limited number of data professionals possess competency in advanced machine learning skills. About half of data professionals said they were competent in supervised machine learning (49%) and logistic regression […]
Customer Experience Management (CXM) is the process of understanding and managing customers’ interactions with and perceptions about the company/brand. In our Big Data world, improving the customer experience is increasingly becoming data-intensive endeavor. Consider CRM systems, surveys, social media sources, telemetry systems, and publicly available data sources; using the combined power of statistics and today’s […]
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.