I was invited by David Pittman of IBM Big Data to participate in a Google Hangout about Big Data and customer experience management (CEM). Stacy Leidwinger, Sr. Dir. of Product Management at IBM Vivisimo, and I talked about how businesses can improve the customer experience using Big Data principles. Also, you can read more about CEM and Big Data in my […]
Archive | Big Data
One Thing You Need To Know About Statistics. Maybe Two
In my professional work, I use statistics to help businesses make sense of their data. By applying statistics to their wide array of business data, senior executives can gain deep insight about actions they can take to drive their business forward. Apart from this narrow application of statistics, I am a big believer that understanding statistics […]
![The Hazards of Bad Data in Customer Experience Management [INFOGRAPHIC]](http://cdn.qas.com/media/marketing/images/infographics/customer-experience.jpg "The Hazards of Bad Data in Customer Experience Management [INFOGRAPHIC]")
The Hazards of Bad Data in Customer Experience Management [INFOGRAPHIC]
Customer experience management is a data-intensive effort. Relying on a variety of different data sources, businesses try to gain insight to optimize business process, improve outbound marketing efforts and maximize cross-channel understanding of their customers. It is important to consider the quality of your data. Poor data will lead to poor decisions about how to manage […]
Top 10 B.O.B. Blog Posts of 2012: Big Data, Patient Experience and Customer Metrics
The field of customer experience management (CEM) has seen much growth in 2012. I tried to keep pace with this growth which, I hope, is reflected in the content of my blog posts this past year. My posts included a variety of topics, ranging from how Big Data principles can help the field of CEM […]
In the Absence of Data, Everyone is Right
I wrote a post last week that compared two ways to make decisions/predictions: 1) opinion-driven and 2) data-driven. I am a big believer of using data to help make decisions/predictions. Many pundits/analysts made predictions about who would win the US presidential elections. Now that the elections are over, we can compare the success rate for […]
The Big Data Problem in Customer Experience Management: Understanding Sampling Error
Big Data is being touted as the next big thing for businesses. The benefits of Big Data are apparent in many areas, from search results and recommendation engines to customer experience management. By analyzing massive amounts of quickly expanding, diverse data, businesses are able to gain the insights they need to beat their competitors. A […]
Big Data Provides Big Insights for U.S. Hospitals
The U.S. government provides a variety of publicly available databases that include metrics on the performance of US hospitals, including patient experience (PX) database, health outcome database, process of care database and medical spending database. Applying Big Data principles on these disparate data sources, I integrated different metrics from their respective databases to better understand […]
Big Data Advances in Customer Experience Management
I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer Experience Management programs. This talk was part of a larger webinar on competitive analytics that was co-sponsored by TCELab and Omega Management. Some of the content below appears on prior blogs but not in […]
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)