Tag Archives: customer experience

Behavioral segmentation through path analysis

November 2, 2017

Do you ever receive surveys that ask you to check off a bunch of little boxes to describe yourself? What is your age range? What is your income range? What is the highest level of education you completed? What’s your favorite ice cream flavor? Somewhere in an office building, a marketer is crunching the numbers,… Read More »

Don’t Rely on Witchcraft: Question the Status Quo of Customer Analytics

October 31, 2017

Late 9th century, somewhere in Europe, a fictitious story: Life is hard these days. The attacks of the Vikings have always been brutal, but this time it was worse. Your body is peppered with wounds from their battle axes and spears. Your body is aching and the wound fever is rising and draining energy out… Read More »

What does real-time analytics for customer experience really mean?

October 18, 2017

If you ask a slew of companies if they have real-time analytics capabilities surrounding their customer experience, it’s possible that many of them would say yes. However, the odds they’re all using the same definition to get to this answer is slim. Let’s explore a few different scenarios where businesses may interpret their customer experience… Read More »

Who owns the customer experience in the digital age?

September 19, 2017

From online browsing to email offers, from in-app shopping carts to in-store purchases, tracking the customer experience is a complex marriage of a myriad of touch points, occurring across endless platforms with countless key performance indicators nested in each. For executives to to really wrap their heads around all these collective data points, there needs… Read More »

It’s time to wake up to the big data gold mine

August 25, 2017

Originally featured in IT Pro Portal. There is no excuse for any modern business to operate without a big data strategy. We have moved beyond discussions about unmanageable data volumes to a time where companies can easily adopt a method to analyse and garner insights from their data to make more informed business decisions. So, in… Read More »

The future of marketing – You don’t own your brand anymore

July 18, 2017

In my last blog, I introduced two trends that have fundamentally changed data-driven marketing over the last two decades. In this instalment I want to introduce two more seismic shifts that modern marketing organisations have to deal with. The third big change to impact marketing has been the dramatic change in consumer expectations. Alberto Brea… Read More »

Improve your marketing through AI-influenced analytics

May 18, 2017

For businesses to survive today, they have to embrace new trends quickly. We’re no longer living in the world where new developments, like airplane travel or television, take decades to reach market saturation. Today’s technology adoption cycle is blink-and-you’ll-miss-it fast, even compared to the advent of computers, mobile devices and the internet, which transformed their… Read More »

Optimize the End-to-End Customer Experience with Business Analytics Solutions

April 27, 2017

In Dr. Bokareva’s previous blog, she described how the Art of Analytics allows viewers to understand customer spend through a work of art. Businesses can use these types of visualizations to unlock new sales opportunities. By now, companies understand the importance of using data analytics to better understand the customer, process, or product performance. However,… Read More »

Customer Journey Analytics – One Bite At A Time

April 26, 2017

The “customer journey” means many things to many people. Depending on your role, you may be hyper-focused on delivering the right message to the right customer in real-time on your website. Or maybe you’re trying to understand how customer interactions across several channels work together to affect satisfaction. These may sound like daunting challenges that… Read More »

5 Big Benefits of Data and Analytics for Positive Business Outcomes

March 7, 2017

Today, businesses can collect data along every point of the customer journey. This information might include mobile app usage, digital clicks, interactions on social media and more, all contributing to a data fingerprint that is completely unique to its owner. However, at some point not too long ago, the thought of customers sharing information such… Read More »