data analysis

Customer Experience: Beware the Data Trap

Data. It is being made out to be sexy – really sexy. Many folks even think that collecting mountains of data and stuffing it into CRM and/or marketing automation systems is the access to delivering great customer experiences. They are mistaken. 

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Achieving a Single Customer View Through Cross-Channel Data Integration

Today's post is a modified version of a post I originally wrote for Confirmit in March 2013. 

What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? None? Don’t worry! You're not alone.

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Fixing Predictive, Making Anticipatory Work

Thanks for coming along… to refresh your memory: three part series

·         Fixing The Suckiness of Predictive Analytics

·         Introducing Anticipatory Analytics

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How To Combine Marketing Tech With Marketing Guts

Great marketers have great guts. Leo Burnett didn’t need a legion of focus groups to come up with the Marlboro Man. Steve Jobs, arguably the greatest marketing mind ever, famously eschewed market research because he didn’t think customers knew what they wanted until he showed it to them.

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Don’t Embrace Failure, Transcend It

“Fail fast, fail cheap, fail often,” has become a mantra for the digital age. Stodgy old dinosaurs may be afraid of failure, but it doesn’t bother the new breed of entrepreneurs. They can start-up, shut down and start-up again. Venture investors, for their part, are looking for just one or two big wins out of ten.

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Let's Not Confuse Drawing Circles and Arrows with Real Sensemaking

As everything is moving faster and less predictable as it seems, organizations are struggling to understand what it means and what options to take and how to land on the right decisions at the right time. The results are often inactions or delayed responses that cost companies.

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Transforming the Customer Experience with Big Data

I originally wrote today's post for Intradiem. It appeared on their blog on March 17, 2014.

What is big data? and how is it used to deliver a great customer experience?

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Are You Using Data To Analyze the Past or To Create a New Future?

In Nate Silver’s Five Thirty Eight manifesto, he argues that the plural of anecdote is data. It is through compiling and analyzing observations that we transform ordinary experiences into scientific conclusions.

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CEM Toolbox: Making Sense of Your Data

How do we take all the data we have and make some sense of it?

Continuing my CEM Toolbox series, today I'm sharing some tools to inventory and to bring your disparate data and data sources together in one place, to facilitate achieving that single view of the customer.

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Confused About Big Data? Here Are 5 Things You Need To Do

When the oil tycoon John Paul Getty was asked about his rules for success, he reportedly said, “Rise early, work hard, strike oil.”

It’s a funny line, but it seems positively quaint now. It’s hard to imagine young entrepreneurs these days looking to find their fortune in resource extraction. The days of wildcat wells have long been replaced by an industry that’s dominated  by geologists, geopolitics and an unruly band of petro-dictators.

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