A survey of over 19,000 data professionals showed that nearly 2/3rds of respondents said they analyze data to influence product/business decisions. Only 1/4 of respondents said they do research to advance the state of the art of machine learning. Different data roles have different work activity profiles with Data Scientists engaging in more different work […]
A recent survey by Kaggle revealed that data professionals used a variety of different algorithms, tools, frameworks and products to extract insights. Top algorithms were linear/logistic regression, decision trees/random forests and Gradient Boosting Machines. Top frameworks were Scikit-learn and TensorFlow. Top tools for automation were related to model selection and data augmentation. While half of […]
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 […]
A recent survey revealed that 84% of data pros have used at least one ML framework in the last 5 years while 51% of data pros have used at least one ML product in the last 5 years. The most popular ML frameworks include Scikit-Learn, Tensorflow and Keras. The most popular ML products include SAS, […]
The practice of data science requires the use of analytics tools, technologies and programming languages to help data professionals extract insights and value from data. A recent survey of nearly 24,000 data professionals by Kaggle revealed that Python, SQL and R are the most popular programming languages. The most popular, by far, was Python (83% […]
The importance of data science and machine learning continues to grow in business and beyond. I did my part this year to spread interest in data science to more people. All of my top blog posts of 2018 (most reads) are all related to data science, with posts that address the practice of data science, […]
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 […]
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.