Troy Powell

The Analytical Leader: Understanding Customer Experience Requires Thick Data

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplem...

The Analytical Leader: The Importance of Being Persuadable

Overview One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects of one’s life, but great leaders must also be persu...

Help us win: Analytics in football and business

As I have mentioned in a previous blog post and webinar, I am a big fan of the interplay between sports and scientific analysis. I...

Beware, predictive analytics can make you look like an idiot

If you apply predictive analytics to help make important decisions in your organization, I can guarantee that many people will think the predictions are...

Visualizing complex relationships

The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard's infographic of Napoleon's failed invasion of Russia in...

Defining Big Data, it’s all about the analytics

As is true of most analytic types, I've grown tired of the hype and hub-bub surrounding Big Data, but I love having lot's of...

One man’s trash is another man’s veracity

As many of you may know, Big Data has added a 4th 'V' to it's definition - the concept of Veracity. Oh wait, apparently...

Your racing success

In Indianapolis, the month of May is dominated by one thing - The Greatest Spectacle in Racing - and I just realized that we...

Pass the insights, please

In my last post I made the case that the future of business will require more reliance on powerful, computer-based analytics that interact with...

Augmenting human decision-making

A recent TED Talk by Shyam Sankar (also the subject of this recent blog post by Leslie Pagel) nicely argues that man-machine cooperation is...

My data’s not BIG! Are you sure?

If you've been alive and reading anything published in the last year, you've probably seen two terms - Big Data and The Cloud (a...

Building belief in your customer strategies

A few months ago I wrote this post on Walker's Hierarchy of Engagement. In it I made the case that employees who truly believe...

Making marketing research a strategic partner

I was cleaning off my desk today and found an article I meant to blog about back in March. The article is a few...

The right type of action is rare

Let's see what I can do in 140 words! You may have read one of these posts mentioning our Hierarchy of Engagement. I like to...

Product-focused or customer-centric

This is a false dichotomy. My previous blogs on service-dominant logic tried to make this point in a broad, theoretical way. This post will...

There is such a thing as a bad question

Another in my 140-word series. As customer experience professionals, we often conduct customer surveys that primarily ask customers to provide answers from a defined set...

Soft skills and the service recovery paradox

Entry # 2 in my macro-microblogging series. The Service Recovery Paradox says an effective problem resolution can result in a stronger customer relationship than if...

New Posts