“Big Data” and Evidence-Based Management
Instead of being stalled by the overabundance of unstructured information, analytically competitive companies start with facts and analysis, and then develop an assessment.
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The Best Customer “Data” Is FeedbackBy listening to customers, American General Life Companies has increased sales and improved the customer experience in ways that matter most to customers.
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Applying Customer Analytics for Business SuccessCustomers share a plethora of information about themselves with companies. Organizations can glean additional insights using sophisticated anlytical tools.
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Empowering Customers to Become EvangelistsCompanies that can formalize their interactions with engaged customers and build a customer advocate community will gain competitive advantage.
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How Smart Is Your Business?Taking a strategic approach to data, businesses can manage critical capabilities that make a direct impact on how they get, keep, and grow their customers.
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Customer Experience Management Strategy and Best PracticesProfitable business performance is not a one-time activity. It is an ongoing evolution that requires rich, cross-channel customer intelligence.
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Rightsizing Bank Staff Leads to Customer-Centric GrowthFinancial services organizations that use analytics to inform their branch staffing decisions will improve both customer satisfaction and operational profitability.
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Multichannel 101The complex art and simple science of developing a differentiated multichannel strategy
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Customers Speak Volumes. Are You Listening?In today's increasingly social world, more and more customers are sharing their opinions directly and indirectly across multiple channels. These online behaviors provide a treasure trove of business insight.
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A Segmentation Framework That WorksUsing multidimensional segmentation, companies can better target their customers by developing and maintaining a detailed understanding of their behaviors, needs, and value.
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Creating a Data-Driven Loyalty StrategyDenihan Hospitality Group CMO John Moser’s analytical eye on the customer experience has helped Denihan Hospitality Group to improve customer loyalty, and will guide its plans to double its portfolio over the next five years.
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The C-Level Executive’s Greatest Asset: InformationWith customer data and analytics tools more accessible than ever, C-level executives have the facts and figures at their fingertips that will enable them to make better choices for their company.
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Get Better Insight FasterThe dynamic nature of today’s telecom customers requires an equally dynamic use of analytics to understand customers and make decisions.
