Natasha Bishop is a Big Data Strategy lead and moderates the popular Customer eXperience Optimization (#CXO) twitterchat. Follow Natasha on Twitter at @Natasha_D_G
November 21, 2013
“Many business leaders today face a dynamic set of challenges. How does one choose employees who have the talents and interpersonal qualities necessary to deliver memorable customer experiences? How can leaders bring on board, train, and acculturate team members so that they develop a passion for product excellence and the skills required to become consummate service professionals? How can technology be leveraged to strengthen, not diminish personal service delivery?” [Excerpt: "Leading the Starbucks Way"] How then do businesses stay connected with their customers, products and people? In our last Twitter chat, Dr. Joseph Michelli, author of two books about Starbucks (most recently "Leading the Starbucks Way") joined us to discuss “Tangible Customer Connections.”
November 20, 2013
“Today’s marketplace is competitive. Successful leaders are infusing analytics throughout their enterprise to drive smarter decisions, enable faster actions and optimize outcomes. Business and technology executives alike are racing to convert data-driven insights into meaningful results." [Excerpt: How Organizations Are Capitializing on Big Data Analytics] How are best-in-class organizations transforming customer experience with analytics? In a recent #CXO Twitter chat, guests Lynn Hunsaker, Customer experience Strategist, and Marc Teerlink, Global Strategist for Big Data Science & Consumer Behavior Analytics at IBM, joined us to discuss “Smarter Customer Analytics.” Here is a snippet of that conversation.
November 5, 2013
A year ago IBM in conjunction with Said Business Schools asked executives across the globe what were their key challenges when implementing big data initiatives. Not surprisingly, the main issues cited included -- difficulty articulating a compelling business case, understanding how to use big da
October 31, 2013
In our recent #CXO Twitter chat, Dr. Gia Sison, visiting consultant at Makati Medical Center, and Dr. Nitesh Chawla, Professor, Director of Notre Dame Center for Network Science, shared their insights on “Personalizing Healthcare Byte by Byte.” Here's a snapshot of that discussion.
October 24, 2013
"No one really knows if mobile wellness apps will improve health, at least not yet. The market stats certainly indicate the fascination with mobile health apps: Juniper Research says that by 2016, 3M patients worldwide will be using remote monitoring devices that use a smart phone as a hub to transmit information. Pew Internet & American Life Project estimates that about 19% of U.S. adult smartphone users currently have applications to help them monitor or manage their health; 22% of smartphone users who have faced a medical crisis use health apps. But is this interaction resulting in increased engagement and better outcomes?" [Excerpt: Will Mobile Wellness Apps Improve Health?] In our last #CXO Twitter chat, Jesse Givens, Head of Product, CarePass for Aetna, joined us as we discussed “The Mobile Wellness Experience.”
October 18, 2013
“The pressure to innovate is not subsiding, and organizations are teaming to meet the challenge. More than half of all CEOs are partnering extensively to drive innovation. Compared to their less successful peers, outperformers are partnering for innovation more aggressively. But they are also tackling more challenging and disruptive types of innovation.” [Excerpt from Leading Through Connections: Insights from IBM Global CEO Study] In our last #CXO Twitterchat, Michael Cavaretta, Ph.D., Technical Leader of Predictive Analytics and Data Science for Ford Motor Company, joined us as we discussed “how businesses drive innovation."
October 10, 2013
“What if you could use a virtual environment to immerse your customer in a personalized experience with your product? Now imagine that customer experiencing thousands of different configurations in stunning detail, and then sharing their preferences via social media. A personal connection to your brand… Successful organizations are learning to engage consumers this way, every day. Connecting with consumers as individuals – even when direct selling isn’t involved. Why? They recognize it isn’t enough to engage consumers – they need to excite them.” [Excerpt from Immerse Customers in an Intelligent Commerce Experience] In our last #CXO Twitter chat, Bernard Marr, global enterprise performance expert and best-selling business author in the domain of Business Transformation, joined us as we discussed “Creating an Intelligent Customer Experience." Here is a brief look at some of that conversation.
October 3, 2013
Privacy is a state of mind (like Trust) that cannot be quantified or regulated in the world that we live in today. Virtually every consumer has abdicated their Privacy Rights by signing one EULA after another with their Service & Software Providers for all of the “apps, gadgets & devices” they use. Has anyone (besides Lawyers) ever read one of these before clicking Accept? Doubtful, I imagine, and if you did read it what are your options? In a recent #CXO Twitterchat, Richard Lee, Executive Consultant in the domain of Business Transformation, led the discussion on “Customer Privacy in the Age of Transparency.” There was quite a discussion around "Is transparency helping or hindering the customer experience?" What's your take?
September 26, 2013
“Marketers have always known that connecting with consumers as individuals — not as part of broad demographics — yield a greater degree of interest, response and engagement. In fact, the earliest seeds of this approach were planted in the direct mail era, when big breakthroughs were personalized mail and catalogues. With the emergence of social networks and mobile devices, Chief Marketing Officers (CMOs) can now understand customers for the individuals they are, putting an end to average and ushering in the “era of you.” However, most CMOs still depend on their gut intuition, not data, to make decisions.” [Excerpt From Why Marketers Should Rely Less On Their Gut Instincts] In our recent Twitterchat, our panel of guests: Mark Cameron, CEO Working Three, Nigel Fenwick, VP & Principal Analyst Forrester, and Graeme Noseworthy of IBM, led a lively discussion on “Marketing, Analytics, and the Customer Experience. Here's a snippet of that discussion.