customer analytics

Engaging the insurance consumer

September 15, 2014
I've spent more years than I want to admit on the business side of the insurance industry. In my current role I work on the value that big data and analytics can deliver to an insurer and, in turn, to their policyholders.  Read More

How big data and analytics are making retailers more customer-centric

September 12, 2014
Today retail customers are more empowered, instrumented and interconnected socially. With a wealth of information readily available online, consumers are now better able to compare products, services and prices—even as they shop in physical stores. In order for retailers to capitalize on this, they need ways to collect, manage and analyze a tremendous volume, variety, velocity and veracity of data. By using the valuable insights from this data, businesses can better personalize marketing, improve campaign effectiveness, optimize product assortments and perfect merchandising decisions, thus removing inefficiencies in distribution and operations.  Read More

Immunizing your business against toxic customer relationships

September 11, 2014
The customer is always right, even when some of them are totally unreasonable and, perhaps, a bit off their rocker. Read More

Analytics is key for your omni-channel success

May 9, 2014
The newest IBM Global Consumer Study reveals that in a single year internet commerce jumped nearly 100 percent, with 27 percent of retail purchases made online in 2013 versus 14 percent in Read More

Data scientists need psychological insights to tune customer analytics

February 20, 2014
Marketing comes down to demand generation, and that requires at least a rough idea of what makes people tick. Read More

Big data = big outcomes

January 29, 2014
Customers expect more: they expect smart, they expect simple, they expect fast and they expect value. This transcends all industries, and big data is helping enterprises rise to this challenge. Read More

Confusing "busy" with "effective"

January 24, 2014
Children are such a glorious creation; being a parent of three (eight, seven and five) I’m allowed to pass judgments like these. They can bring so much joy and so much frustration at the same time. And they are absolutely amazing to observe. Take chores for example: asking them to clean their room, brush their teeth or vacuum the floor is often more work than actually doing it yourself. They confuse looking busy (i.e. pushing the vacuum back and forth in the same area for 10 minutes) for actually being productive. But, these are the trials of a parent. We’ve got to help teach them.  Read More

Smarter Customer Analytics

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. Read More

Big Data Acts as Octane to Acquire, Grow, Retain Customers

October 21, 2013
At the start of this year, I had discussed in my blog post “Is Customer the King? Read More

Geospatial Analytics Transforming Brick-and-Mortar Retailing into a Digital Experience

October 10, 2013
Customer engagement has its roots in the space-time continuum. When you’re a business trying to build bonds of loyalty, experience and influence, you must collapse the distances that make these outcomes difficult to achieve. Read More

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