Tag Archives: discovery analytics

Unique Paths to Understanding Customer Journeys

Tuesday December 13th, 2016

When it comes time to write my quarterly blog, I reflect back upon the focus of my work and interactions with our customers. Usually this leads to a new lens for which to discuss the potential for data and analytics to help organisations achieve business outcomes. What is interesting to me is to realise that… Read More »

4 Tips for Improving Customer Satisfaction with Data Analytics

Tuesday February 3rd, 2015

Customer Experience Management (CEM) is a major talking point in a number of industries, including Telecommunications, Financial Services, Retail and even the Public Sector. While there is no homogeneous definition and processes associated with CEM, the industries seem to understand what CEM is meant to do for them, namely, drive a greater level of customer-focus… Read More »

Why Net Promoter Score is Not a True Measure of Customer Satisfaction

Wednesday July 16th, 2014

Among all the customer satisfaction measures, Net Promoter Score (NPS) stands out as the Real McCoy. We can see why, because NPS is considered to provide direct contribution to the bottom line of the corporate financial books.  That is the theory anyway! As we know, in theory, theory is the same as practice but in… Read More »