Keepify rounded up some facts about the customer experience (CX) and presented them in an infographic titled “14 Customer Experience Facts Marketers Can’t Ignore.” These facts illustrate how companies are getting value from their CX data. I took away two things from these 14 facts: two more facts. For me, these two new facts help summarize the infographic. I’m also providing a couple of suggestions based on those facts. What do you take away from Keepify’s infographic.
Bob Hayes, PhD
Bob Hayes, PhDTCELab
0 comments 835 readsPosted on 2013-11-12
0 comments 608 readsPosted on 2013-11-04
The use of data in driving business decisions is a competitive imperative in today’s business world, improving how companies market to, sell to, and service their customers. Yet IBM found that 1 in 3 business leaders do not trust the information they use to make decisions. When business leaders don’t believe their data, they likely are not going to support an effort to collect more of it, let alone use it. How can you improve executive trust in the information they use? They need to start by looking at the veracity of their data.
0 comments 534 readsPosted on 2013-10-30
IBM Institute for Business Value surveyed 900 IT and business executives from 70 countries from June through August 2013. The 50+ survey questions were designed to help translate concepts relating to generating value from analytics into actions. They found that business leaders adopt specific strategies to create value from data and analytics. Leaders:
- are 166% more likely to make decisions based on data.
- are 2.2 times more likely to have a formal career path for analytics.
- cite growth as the key source of value.
- measure the impact of analytics investments.
- have predictive analytics capabilities.
- have some form of shared analytics resources.
Read my summary of IBM’s study here. Download the entire study ...
0 comments 489 readsPosted on 2013-10-29
IBM just released the results of a global study on how businesses can get the most value from Big Data and analytics. They found nine areas that are critical to creating value from analytics. You can download the entire study here.
IBM Institute for Business Value surveyed 900 IT and business executives from 70 countries from June through August 2013. The 50+ survey questions were designed to help translate concepts relating to generating value from analytics into actions.
Nine Levers to Value Creation
0 comments 276 readsPosted on 2013-09-23
The recreational marijuana industry is about to open for business. What can this emerging industry learn from the field of customer experience management? Service is still important.
Washington and Colorado became the first states to legalize marijuana for recreational use....
1 comments 707 readsPosted on 2013-08-07
There is much talk of Big Data and how it is changing/impacting how businesses improve the customer experience. In this week’s post, I want to illustrate the value of Small Data.
Internet Service Providers (ISPs) receive the lowest customer satisfaction ratings among the industry sectors measured by the American Customer Satisfaction Index (ACSI). As an industry, then, the ISP industry has much room for improvement, some more than others. This week, I will use several data sets to help determine ISP intra-industry rankings and how to improve their inter-industry ranking.
0 comments 920 readsPosted on 2013-06-27
Companies continually look for ways to outperform their competitors. One way is to apply analytics to their treasure trove of data. Researchers, for example, have found that top-performing businesses were twice as likely to use analytics to guide future strategies and guide day-to-day operations compared to their low-performing counterparts. Earlier this year, MIT and SAS released the results of a study which identified some of the reasons behind...
0 comments 612 readsPosted on 2013-06-11
Oracle stands as a great example of a company that builds their business around the customer. In my new book on customer experience management (CEM), TCE: Total Customer Experience, I dedicate a chapter to Oracle’s CEM approach. In this inside look into how one major enterprise structures their CEM program, I explore how Oracle puts theory into practice across each of the six components of Oracle’s CEM program (Strategy, Governance, Business Integration, Method,...
0 comments 1,978 readsPosted on 2013-06-03
0 comments 839 readsPosted on 2013-05-28
I had the privilege of delivering a talk on the topic of Big Data on May 15, 2013 in Las Vegas as part of VOCFusion, the world’s largest voice of the customer event. I would like to thank Allegiance for hosting and organizing this excellent educational event for our industry peers. I highly recommend this multi-day event for VoC and customer experience professionals.
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