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Discy Latest Articles

Marketers must go big on data to compete on customer experience

Marketers must go big on data to compete on customer experience

Australian organisations are not fully leveraging big data insights despite a growing understanding of the value of data analysis, according to the Teradata Data Analysis Index 2015. For marketers, this can mean missing opportunities to focus on differentiated customer-centric operations ...

The Strategic and Tactical Roles of Customer Surveys

The Strategic and Tactical Roles of Customer Surveys

Customer experience (CX) improvement efforts rely heavily on the use of customer feedback. While there are many different methods of collecting this feedback, customer surveys remain a popular choice among CX professionals. In this post, I will discuss how senior executives ...

6 Customer Experience Practices of Loyalty Leaders

6 Customer Experience Practices of Loyalty Leaders

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 companies can adopt in their CEM efforts to increase customer loyalty. Customer satisfaction is important ...

Development of the Customer Sentiment Index: Reliability, Validity and Usefulness

Development of the Customer Sentiment Index: Reliability, Validity and Usefulness

This is Part 3 of a series on the Development of the Customer Sentiment Index (see introduction, Part 1 and Part 2). The CSI measures the degree to which customers hold positive/negative attitude about your company/brand. The CSI is based on ...

Development of the Customer Sentiment Index: Lexical Differences

Development of the Customer Sentiment Index: Lexical Differences

This is Part 2 of a series on the Development of the Customer Sentiment Index (see introduction, and Part 1). The CSI assesses the extent to which customers describe your company/brand with words that reflect positive or negative sentiment. This post covers the development ...

Development of the Customer Sentiment Index: Introduction

Development of the Customer Sentiment Index: Introduction

In the next few blog posts, I will introduce a new metric, the Customer Sentiment Index (CSI). Integrated into your customer relationship survey, the CSI assesses the degree to which customers possess a positive or negative attitude about you. The development of the ...

The Hidden Bias in Customer Metrics

The Hidden Bias in Customer Metrics

Business leaders understand how their business is performing by monitoring different metrics. Metrics are essentially a summary all the data (yes, even Big Data) into a score. Metrics include new customer growth rate, number of sales and employee satisfaction, to name a ...

The What and Where of Big Data: A Data Definition Framework

The What and Where of Big Data: A Data Definition Framework

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. As a result these type of data are easily analyzable. Unstructured data refers to information ...

Improving Employee Empowerment Begins with Measurement

Improving Employee Empowerment Begins with Measurement

I read an article last week on employee empowerment by Annette Franz. She reflected on the merits of employee empowerment and also provided excellent examples of how employers can improve the customer experience by empowering their employees; she sites examples ...

Big Data Improves The Customer Experience Through Silo Integration

Big Data Improves The Customer Experience Through Silo Integration

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) Bay Area Local Networking Event in San Mateo, CA on February 26, 2014. I would ...