You’ve Got Data? Well Don’t Start There!


Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data.

Data 319

Data for the Sake of Data? Never!

CX Journey

Image courtesy of Pixabay "Data is just data until you do something with it," right? Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

Data 140

The problem of real-time data in CX

Customer Bliss

Real-time data is a problem for customer experience. Here’s a relevant pull quote: “We live in a right-now economy, and deriving real-time insights and acting on customer data has never been more important for organizations to succeed,” said Billy Bosworth, CEO at DataStax. “We

Data 225

A Whole-Field Approach to Data Integration


Now that Summer is in full swing, many eyes are looking forward to another season of America’s Pastime, BASEBALL! As a baseball fan myself, I follow the team of my childhood, the 1992 and 1993 World Series Champions, the Toronto Blue Jays.

Data 192

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Data Sources; Organizations Likely Missing. In this era of big data, we collect information from more sources than ever. But having access to data and effectively utilizing that data are two. the noise by simply relying on data points they are most comfortable.

When Design Thinking Meets Data Science

West Monroe

In the world of big data and predictive analytics the standard approach for gathering and analyzing data follows the CRISP-DM approach. Once documented, a variety of sketching techniques could be used to provide context for the users regarding how the data space might be designed.

For Data Scientists, Big Data is not so Big

Bob Hayes

In our study of data scientists, we found that only about a third of them possessed skills needed to handle big and distributed data. These results are in line with findings from other studies that find that data scientists typically analyze small data sets.

Data 81

When It Comes to Data Personalization: With Great Data Comes Great Responsibility

Smarter CX

The SmarterCX team recently asked consumers how they feel about artificial intelligence and data personalization, and the line between creepy and convenient interactions. Here’s the advice they shared about using data personalization responsibly. CX today is being driven by data.

Data 90

3 Ways Integrated Analytics Can Solve Your Data Nightmare


When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers.

Data 169

The Top 3 Ways to Forecast for Your Contact Center

2 1 3 For all three of the above metrics, it’s important when forecasting to: • Leverage real-time and historical data, from a time span as short as a few weeks. to as long as one year depending upon your needs and the data available to you.

Sell the Value of Data Insights to the C-Suite


The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics.

Data 169

Data Science Reveals 3 Problems with the NPS Dogma

Bob Hayes

By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. But there are other, better approaches to summarizing data, including: Mean Scores: This is the arithmetic average of the set of responses.

NPS 73

Take Action on Your Customer Data!

CX Journey

Image courtesy of ARMLE Are you taking action on your customer data? The Future is Now: Take Your Customer Data to the Next Level Two Major Flaws of Your Customer Listening Efforts It's a problem. Ensure that you have multiple streams/types of data for more-robust analysis.

Data 154

Privacy watchdog fails on fines for data protection breaches

Helen Dewdney

Britain’s personal data watchdog has failed to collect millions in fines for breaches of the Data Protection Act (DPA). Last year (2017/18) £21,299,976 was raised in data protection fees income. The projected data protection fee income for this year (i.e.

Data 71

Study: The Health of the Contact Center

And it’s true: the report data also shows that call volume. By asking the right questions and looking for answers in customer interaction data, companies can uncover. CUSTOMER DATA AVAILABLE AT THE TIME OF THE REQUEST. 10 % data-driven.

How Data Science Helps Customer Success Leaders Answer 5 Important Questions About Customer Churn

Bob Hayes

Data science methods and related tools (i.g., Business professionals are relying heavily on the practice of data science to answer important questions to improve how they manage customer relationships. This proactive approach to customer churn necessarily relies on the analysis of data.

Data 100

The Most Important Skill in Data Science: Mining and Visualizing your Data

Bob Hayes

While data scientists have many resources in their tool belt, our research shows that proficiency with data mining and visualization tools consistently ranks as one of the most important skills in determining project success. We used two methods to rank data science skills.

Data 83

Why You Need to Adopt Data Science and Machine Learning in your Customer Experience/Success Program

Bob Hayes

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. machine learning, data science, data integration, data platforms, in-depth studies).

Data 105

Amity Announces New EU Data Center


The EU General Data Protection Regulation (GDPR) is said to be the most important change in data privacy regulation ever. The GDPR’s primary goal is to protect and empower all European Union citizens’ data privacy.

Data 99

Data Science Skills and the Improbable Unicorn

Bob Hayes

The role of data and analytics in business continues to grow. To make sense of their plethora of data, businesses are looking to data scientists for help. Job site,, shows a continued growth in "data scientist" positions. Assessing Proficiency in Data Skills.

Data 83

The rise and fall of big data hype—and what it means for customer intelligence

Vision Critical

The following is an excerpt from the e-book Big Data and Beyond. The big data hype is officially dead. In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. The rise of big data. The big drawback of big data.

Data 180

What’s Missing from your Data Insights?


It’s vital to use real-life situations and analysis to determine what ACTIONS to take on those data insights if you want to work through your toughest customer experience issues. More Posts - Website Follow Me: The post What’s Missing from your Data Insights?

Data 155

Utilizing Data Mining Services In Creating Effective Merchandising Strategies

Magellan Solutions

Data mining is one of the most powerful tools that every business needs today. It is the process of computing and analyzing large sets of data to get new ones and different patterns. It is not exactly what the term implies because many researchers have denied calling it “data mining”.

Data 64

Data Security and Customer Experience – Should We Be Scared?

Smarter CX

In today’s world, CX boils down to avoiding a tradeoff between usability and data security. AI and big data analyses help companies keep things targeted by providing personal offers and products. Managing customer profile data. Data Customer Experience

Data 60

Will omnichannel someday die out because of Big Data?

Customer Bliss

Omnichannel and the rapid scale of Big Data . megabytes of new data will be created for every person on the planet every second. If you do the full math on that, the total volume of data globally in 2020 might be around 44 zettabytes. Now we know the rapid scale of Big Data.

State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the Data Science Skill Gap

Bob Hayes

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Data were collected from January to March 2017. One way they are trying to get ahead is through the application of analytics on their data.

Data 128

Insights Services Drive Data Commercialization

Forrester's Customer Insights

The new data economy isn't about data; it is about insights. A growing number of companies recognize the opportunity their data provides, and they take that data to market: 1/3 of firms report commercializing data or sharing it for revenue with partners or customers.

Data 48

Customer retention: 35 data-backed approaches

Customer Bliss

I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience.

How IBM is Transforming Data Science

Bob Hayes

I was invited by IBM as a guest to share some insights from the perspective of a data scientist. Data science is about extracting insights from data. The platform allows programmers to can get access to any of the data sets via an API to help them develop products.

Data 76

5 Ways Big Data Will Improve Customer Service

Provide Support

5 Ways Big Data Will Improve Customer Service. In such circumstances, companies are eager to find better methods to analyze customer service and this is exactly where data science steps in. In this article, we will show you 5 ways how big data improves customer service.(.).

Data 82

10 Questions to Ask When Collecting Customer Data

Provide Support

Tips for collecting customer data. Articles collecting customer data customer data customer data managementCustomers are putting a great deal of faith in you, when they’re telling you personal information.

Data 71

Five Best Practices To Scale Data Science Across The Enterprise

Forrester's Customer Insights

Nearly all firms want to do more with data science. However, executives and data scientists alike are frustrated by the difficulty of turning new initiatives into business impact at scale.

Data 41

Shocking! Yahoo’s data breach

Beyond Philosophy

That was over two years ago—ironically around the same time as the Yahoo Data breach. Later, when Yahoo account holders think of the brand, they will remember feeling afraid, angry and disappointed that it lost their data to hackers, where it ended up on the black market.

Data 114

Why Data Science Needs Subject Matter Expertise: Data Have Meaning

Bob Hayes

In our Big Data world , we are awash in data. Volume, Velocity and Variety) represent significant hurdles to businesses in their race to extract value from their data. The Meaning of Your Data. Data are more than a string of numbers. Ensuring your data represents something meaningful to your business is essential to finding value from your data. The meaning of numbers is about the veracity of your data.

Data 62

Data Privacy: How Consumers Feel

QuestionPro Audience

Facebook’s Cambridge Analytica scandal is the most obvious and public case of a business misusing personal data, which has brought this issue to the forefront. consumers worry about how brands collect and use their personal data, and 34% don’t trust tech companies with their digital privacy.

Video Is Now Big Data, Too


Reading Time: 2 minutes If you’re like most, the phrase “big data” probably conjures up thoughts of giant databases being flooded with torrents of real-time data such as all the purchases in a grocery store chain or all the Web searches in the past 24 hours.

Video 91

When Does Education Level Matter in Data Science?

Bob Hayes

Data scientists are highly educated. In our study of data scientists, we found that over half of them, both men and women , hold either a Masters or PhD degree and about a quarter of them hold a 4-year degree. Data scientists have the hottest jobs in America this year.

Data 82

Implementing Big Data: Pitfalls and Essentials

Sunil Panikker

Over 90% of all the data in the world, since time began, has been created in the past 2 years. ​ One of the biggest challenges for managers has been making decisions based on data analytics. They have to take into consideration the ‘cleanliness’ of the data, the ‘timeliness’ of it and the accuracy of the analysis. Outdated data is useless for making real-time or projected decisions. Big data has flipped that scenario on its head.

Data 100

Assess Your Data Science Expertise

Bob Hayes

What kind of a data scientist are you? Take the free Data Skills Scoring System Survey at [link]. Data science skills. Companies rely on experts who can make sense of their data. Complementary Data Skills Required. Data Skills Scoring System (DS3).

Data 57