To be Successful at Data Science, Think Batman, Not Superman
I recently made a Batman analogy when discussing the topic of data science with some colleagues. In this post, I will explore this analogy further. Last week, a group of data professionals, including Jennifer Shin, Dion Hinchcliffe, Joe McKendrick, Joe Caserta and me, sat down with theCube‘s Dave Vellante and John Walls for a panel discussion on the topic of […]
Customer Analytics Best Practices: Free White Paper
We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., customer experience, customer success) to determine the state of analytics in customer programs as well as identify what analytical leading companies (companies who use analytics to gain a competitive advantage) do differently in their customer programs compared to their analytical lagging counterparts. We […]
State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the Data Science Skill Gap
A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. The use of multiple survey methods is the most common practice across companies (80% of companies). The use of […]
![Measure-Customer-Feedback-Chart-2[1]](https://businessoverbroadway.com/wp-content/uploads/2016/05/Measure-Customer-Feedback-Chart-21-100x106.png "Three Problems with Customer Surveys and How to Fix Them")
Three Problems with Customer Surveys and How to Fix Them
Customer surveys are the foundation of many CX programs. Improvements in the content of these surveys, however, have not changed for decades. Businesses now have a plethora of data sources to help them understand their customers. The use of these Big Data sources will necessarily impact the type of questions you need to ask in […]
25 Data Science Terms Every Customer Professional Needs to Know
We live in a Big Data world, one in which everything is quantified. As a result, customer-centric professional (e.g., customer experience, customer success) are increasingly using the practice of data science to extract value from these data. As the field of data science evolves, more terms are being used to define the process by which […]
Artificial Intelligence: The Customer Experience Imperative
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 […]
#DataProPoll: The State of Data Analytics
I am preparing to launch a data science survey in the next couple of weeks. This study will be help verify the findings from a similar study I conducted two years ago (see Investigating Data Scientists, Their Skills and Team Makeup) as well as help me explore additional topics of interest (e.g., satisfaction with data […]
What Data Science Skills Do You Need in a Big Data World?
A while back, I wrote about the three skills needed to practice data science. Based on a factor analysis of many different skills, data science skills fall into three broad skill areas. These skill areas are: 1) subject matter expertise, 2) technology/programming and 3) statistics/math. Data science is essentially a way to extract insight from data using […]
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)