analytics

Stop Torturing Your Data and Other Tips to Reveal True Data Insights

The proliferation of data causes many of us to fall into the trap of false insights. Would you believe me if I told you eating bananas made you rich? PHOTO: Jeremy Bishop With the proliferation of data and automated analytic tools, spurious “insights” and meaningless correlations become more common every day. One cause of this is the blind application of unsupervised learning techniques. Any successes that approach...

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Surveying the Customer Experience Technology Landscape

The mind boggling number of marketing tools businesses have to choose from can paralyze them when it comes time to purchase PHOTO: PublicDomainPictures Gartner made some interesting predictions about customer experience (CX) and the marketing technology associated with it in early 2017. The research firm suggested customer experience management would continue to top CEO, CMO and CIO agendas, calling it the “watchword of our age.” On the...

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The Continued Evolution of the Customer Experience Stack

The customer experience stack has undergone transformations in the last 15 years and will continue to change in the future. One thing remains constant though: the focus on the customer PHOTO: hawjin jami The biggest change in customer experience since the mid-20th century undoubtedly has been the introduction of choice. Gone are the days when consumers in certain areas had just a single department store, bank or car dealership...

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One Analytics Tool Doesn’t Cut It: An Integrated Analytics Approach

By bringing together four different forms of analytics, brands can gain a clearer picture of their customer's behavior and needs PHOTO: Jānis Skribāns I don't believe only one type of analytics method or platform can speak "The Truth" about the multi-channel customer experience of your brand. Yet this belief can be found at every level of the analytics world: Software vendors that promote their solution as having all...

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