Customer surveys remain the primary source of customer feedback for many companies, despite the growth in adoption of other customer feedback sources like social media,… Read More »Four Ways Big Data Can Improve Customer Surveys
In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that… Read More »6 Customer Experience Practices of Loyalty Leaders
Big Data is about solving problems by bringing technology, data and people together. Sure, we can identify ways to get customers to buy more stuff or click… Read More »IBM and Hadoop Challenge You to Use Big Data for Good
I read an article today on the topic of Big Data. In the article, the author claims that the term Big Data is the most… Read More »Is Big Data The Most Hyped Technology Ever?
I recently read a good article on the difference between structured and unstructured data. The author defines structured data as data that can be easily organized.… Read More »The What and Where of Big Data: A Data Definition Framework
I had the privilege of delivering a talk on the topic of Big Data and Customer Experience as part of the Customer Experience Professional Association (CXPA)… Read More »Big Data Improves The Customer Experience Through Silo Integration