Accenture recently released a report about the use of analytics in business. In the summer of 2012, they surveyed 600 executives from the US and UK about their use of analytics. Accenture found that adoption of analytics is up and interest continues to grow. Predictive analytics is up threefold (33% in 2012) since 2009. 68% […]
It is no surprise that many businesses are taking advantage of the power of analytics. In 2010, researchers from MIT Sloan Management Review and IBM found that organizations that used business information and analytics outperformed organizations that did not. Top-performing businesses were twice as likely to use analytics to guide future strategies and guide day-to-day operations compared […]
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 […]
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]")
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 […]
![tumblr_mctue0vzIz1rzr7en[1]](https://businessoverbroadway.com/wp-content/uploads/2012/11/tumblr_mctue0vzIz1rzr7en1-100x100.jpg "The Value of Opinion versus Data in Customer Experience Management")
Senior executives make business decisions based on different types of information. They can use their gut feelings to guide their decisions, they can use data to inform their decisions or they can use both. Executives’ decisions can be guided by their prior experiences or an examination of a whole host of business data to help […]
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 […]
Unless you have been living under a rock, you know that Big Data is the latest buzz word in the world of business. The concept of Big Data is broad one and I consider it an amalgamation of different areas that help us try to get a handle on, insight from and use out of […]
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.
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