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Business Over Broadway
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Business Over Broadway

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Customer Survey Data: Using Descriptive, #Predictive and #Prescriptive #Analytics to Improve #CustomerLoyalty http://bit.ly/1N3KGZo #cx
Customer relationship surveys play a major role in helping improve the customer experience and increase customer loyalty. By gathering customer perceptions of their experience as well as their likelihood of engaging in different types of customer loyalty behaviors, companies are able to use these d...
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Need KPIs to track progress 》 Why '#BigData' Means Nothing Without 'Little Data' #analytics
It’s easy to get caught up in the hype of big data. Huge datasets, fast-moving analytics, complex and diverse data sources are hot right now, but it’s important to understand that big data would be nothing without the little data that goes along with it. Little data, what I call traditional [...]
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Small #Startups Target #BigData Leaving Enterprises Wanting More #datascience
Enterprises are constantly seeking new ways to improve efficiency and ROI, and are actively courting Big Data startups. Whether using old-school methods of networking events and meetups or relying on modern technology, enterprises are changing the way they perceive startups and are recognizing their potential contribution to their overall bottom line.
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An Inside Update on Natural Language Processing with Seth Grimes #nlp #TextMining
Computational Linguist Jason Baldridge — Univ of Texas professor, OpenNLP co-creator, People Pattern chief scientist — interviewed on deep learning, linguistics, NLP, and commercial-mar…
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How brands are using artificial intelligence to enhance #CustExp #ai #machinelearning
Robot hotel staff and virtual bank assistants have moved from science fiction to marketing fact, but systems that analyse customers' data to give personalised responses must be used carefully to avoid appearing intrusive.
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Hybrid #DataScientists: Key to Leading and Optimizing #Analytics Efforts http://bit.ly/27Ryc3M #bigdata
The hybrid data scientist is one whose work reflects many different data science roles. Hybrid data scientists, compared to data scientists who play a single, narrower role, possess deeper knowledge in particular data science skills such as machine learning, managing unstructured data and optimizati...
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Business Over Broadway

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The Importance Of Taking A More Active Role To Protect Our Data #BigData #security #privacy
Big data has lots of potential to make our decisions more efficient and effective. But like any powerful substance, too much in the wrong hands can have disastrous consequences.
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2016 Data and #Analytics Conference in late September Cisco #BigData #IoT #machinelearning
Cisco's Data and Analytics Conference will help you gain real-time insight from deep within your organization to the edge of your network to fuel innovation, capture competitive advantage and grow your business as you accelerate your digital transformation.
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Measuring Customer Loyalty is Essential for a Successful #CEM Program http://buff.ly/295enkW #cx #custexp
Customers can exhibit many different types of loyalty behaviors toward a company (e.g., recommend, purchase same, purchase different products, stay/leave), each responsible for different types of business growth.
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A Designer's Guide To The $15 Billion Artificial Intelligence Industry #ai #machinelearning
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In their circles
3 people
Have them in circles
105 people
Keygo's profile photo
Сергей Петров's profile photo
Peter SDL's profile photo
Bob Hayes's profile photo
kamfomeng pong's profile photo
Exosite's profile photo
Paul Poutanen's profile photo
Stephen Zagarola's profile photo
Alex Collis's profile photo
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Business growth through customer insight
Introduction

I am Business over Broadway (B.O.B.). My professional life is dedicated to sharing my knowledge of customer feedback programs (VOC, customer experience/loyalty programs) and the scientific method to anybody who wants to listen and learn. I conduct research on customer feedback programs, customer experience / satisfaction / loyalty measurement and have published books on these topics (Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty). I provide consultation services to companies to help them improve the customer experience, maximize customer loyalty and accelerate business growth.

I have over 20 years of consulting and research experience in enterprise and midsize companies, including Oracle, Agilent Technologies, Sophos and Virtual Instruments, Netsmart Technologies and Genstar Capital. I have managed customer satisfaction research as an employee to Fortune 500 firms, and as an independent consultant. I have published numerous articles in both scientific and trade journals and presented research at national and international conferences on the measurement of customer satisfaction, employee empowerment, and employee perceptions of workplace safety.