Several Big Data vendors have provided their predictions about what we might expect from the field of Big Data in 2014. These predictions come from articles from the following vendors (links provide each vendor’s predictions): IBM, SGI, Think Big Analytics, Xplenty, Pentaho, Alpine Data Labs, MapR Technologies, DataDirect Networks and Concurrent. For each article, I used […]
The use of data in driving business decisions is a competitive imperative in today’s business world, improving how companies market to, sell to, and service their customers. Yet IBM found that 1 in 3 business leaders do not trust the information they use to make decisions. When business leaders don’t believe their data, they likely are not going to […]
IBM just released the results of a global study on how businesses can get the most value from Big Data and analytics. They found nine areas that are critical to creating value from analytics. You can download the entire study here. IBM Institute for Business Value surveyed 900 IT and business executives from 70 countries […]
There is much talk of Big Data and how it is changing/impacting how businesses improve the customer experience. In this week’s post, I want to illustrate the value of Small Data. Internet Service Providers (ISPs) receive the lowest customer satisfaction ratings among the industry sectors measured by the American Customer Satisfaction Index (ACSI). As an […]
I recently talked to John Foley (Director, strategic communications) of Oracle Corp. about the field of customer experience management (CEM). In our conversation, we touched on a few topics that I cover in more detail in my new book, TCE: Total Customer Experience: 1) the difference/similarities between CEM and CRM, 2) the marriage of Big Data and CEM […]
Companies continually look for ways to outperform their competitors. One way is to apply analytics to their treasure trove of data. Researchers, for example, have found that top-performing businesses were twice as likely to use analytics to guide future strategies and guide day-to-day operations compared to their low-performing counterparts. Earlier this year, MIT and SAS […]
Oracle stands as a great example of a company that builds their business around the customer. In my new book on customer experience management (CEM), TCE: Total Customer Experience, I dedicate a chapter to Oracle’s CEM approach. In this inside look into how one major enterprise structures their CEM program, I explore how Oracle puts […]
I had the privilege of delivering a talk on the topic of Big Data on May 15, 2013 in Las Vegas as part of VOCFusion, the world’s largest voice of the customer event. I would like to thank Allegiance for hosting and organizing this excellent educational event for our industry peers. I highly recommend this multi-day event for VoC and […]
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.