Bob Hayes: Improving the Practice of Customer Experience Analytics

Use Machine-Assisted Predictive Analytics to Capture Your Customer’s Heart, Mind, and Pocketbook!

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Predictive analytics and machine learning capabilities provide a way to extract insights from that data to help you improve the...

Data Science Helps Answer 5 Important Questions About Customer Churn

Business professionals are relying heavily on the practice of data science to answer important questions to improve how they manage customer relationships. Data scientists, in turn, rely on the power of machine learning to help them extract those insights. In this post, I will...

How to Create the Right Customer Health Score

Businesses have been putting the customer at the center of their strategy for decades. Adopting a customer-centric strategy, businesses are building their company around the customer to ensure their customers remain ...

Are You Asking Customers Too Many Questions? Try Just Two

Customer feedback plays a central role in customer-focused programs. Last month, I argued that we need fewer questions in our customer survey. In this post, I will present a new customer survey method that...

Reimagining Your Customer Survey: Fix Three Common Problems

Businesses have a plethora of data sources to help them understand their customers. From CRM systems and web analytics to enterprise ...

Where Can You Find Machine Learning Talent Among Data Scientists?

Data scientists have a variety of different skills that they bring to bear on Big Data projects. These skills cut across Subject Matter Expertise, Technology, Programming, Math & Modeling and Statistics. One valuable skill that is becoming...

What are the Differences in Data Science Skills and Satisfaction Across Job Functions?

The AnalyticsWeek and Business Over Broadway Data Science Survey survey revealed job function differences in data science roles, proficiency in data science skills and satisfaction...

“Hybrid” Data Scientists are Key to Leading and Optimizing Analytics Efforts

The "hybrid" data scientist is one whose work reflects many different data science roles. Hybrid data scientists, compared to data scientists who play a single, narrower role, possess deeper...

Are You Using the Right Tools for Your Big Data Projects?

Data scientists rely on tools/products/solutions to help them get insights from data. Gregory Piatetsky of KDNuggets conducts an annual survey of data data professionals to better understand the different types of tools they use. Here are the results...

Data Science Skills Needed in a Big Data World

Last month, I wrote about the three skills needed to practice data science. Based on a factor analysis of many different skills, data science skills fall into three broad skill areas. These skill areas...

3 Data Science Skills Needed to Get Value from Your Data

We live in a Big Data world where everything is being quantified. As a result, businesses are trying to make sense of their ever-expanding, diverse, streaming data sources to drive their business forward. If your competitors have...

Simplifying Annual Customer Surveys: Is Customer Sentiment Stable Over Time?

I recently developed a method to measure customer sentiment, the Customer Sentiment Index. This method combines a structured and unstructured approach to measuring attitudes. I've gathered evidence of the reliability and validity of this measure (also, see here,here and ...

Getting More Value from Data: 6 Facts About the Structure and Practice of Data...

The value of data is measured by what you do with it, and organizations are relying on data scientists to extract that value. I recently conducted a survey of data professionals to better understand what it means to...

The Predictive Power of Customers’ Words

Last month, I illustrated a new method of measuring customers' attitudes about a company's product or brand. This method is unique because it combines both a structured and unstructured measurement approach. Companies can use an open-ended survey question...

Wireless Brand Satisfaction: Are Customers Own Words Better than a Rating Scale?

I recently developed a methodology that combines both a structured and unstructured measurement approach.The methodology is based on a single open-ended survey question in which respondents are asked to provide one word that best describes the brand of...

Making Sense of Our Big Data World: Measurement Scales

Our world of Big Data is defined by the quantification of everything. In order to make sense of all the data around us, we need to understand statistics and statistical thinking. Statistics, after all, is the language of...

Data Science Talent is Key to Analytical Innovators

Companies continually look for ways to outperform their competitors. One way they are trying to get ahead is through the application of analytics on their data. Researchers, for example, have found that ...

One Word Can Speak Volumes About Your Company Culture

Employee surveys are used to help manage the employee relationship. The questions in the employee survey are used to elicit employee responses that will be used to better understand how to improve that relationship. I crafted a...

Four Ways Big Data Can Improve Your Customer Surveys

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, call center conversations and emails. Customer surveys typically contain structured questions, asking...

Why You Need Relationship and Transactional Surveys in your Customer Experience Program

Customer experience (CX) improvement efforts rely heavily on the use of customer feedback to help companies determine where to make improvements and how to make these improvements occur. This article will discuss how companies can use two...

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