Troy Powell, Ph.D
Troy consults on solutions to derive insights from customer information that optimize business performance. He has primary responsibility for deploying advanced analytics and developing innovative solutions for understanding and driving customer behavior. Troy has fifteen years of research across multiple research disciplines for both academic and corporate organizations. Troy holds a Ph.D. from Duke University.
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…
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…
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...
If you apply predictive analytics to help make important decisions in your organization, I can guarantee that many people will think the predictions are...
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...
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...
As many of you may know, Big Data has added a 4th 'V' to it's definition - the concept of Veracity. Oh wait, apparently...
In Indianapolis, the month of May is dominated by one thing - The Greatest Spectacle in Racing - and I just realized that we...
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...
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...
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...
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...
I was cleaning off my desk today and found an article I meant to blog about back in March. The article is a few...
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...
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...
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...
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...