big data

Another pioneering outfit is Sociometric Solutions, which puts sensors in name badges to discover social dynamics at work. The badges monitor how employees move around the workplace, who they talk to and in what tone of voice. One client, Bank of America, discovered that its more productive workers were those allowed to take their breaks…

The corroding value of the internet cookie, and an opportunity to shape a new market

Apr 29, 2013

#cx, #VRM

#cx, #VRM, big data, browser cookies, Customer Commons, customer experience, ecommerce, privacy

Several years ago, I first heard Doc Searls make an amusing comment about one of the basic elements of the internet universe, the browser cookie. With full credit to Phil Windley, Doc’s historical summary of ecommerce (and much of the modern internet) went like this: A brief history of ecommerce can be summarized as this-…

An excellent post on big data and the customer experience…

Sep 15, 2012

#cx

big data, CLV, customer experience, HBR

An excellent post on big data and the customer experience over at the Harvard Business Review blog. Of note: Expand the Value You Create for CustomersImproving the customer experience is a fine idea. But companies often take it to extremes. It’s always a good idea to look for new ways to create value for customers.…

Creepy data collection in the modern workplace

The corroding value of the internet cookie, and an opportunity to shape a new market

An excellent post on big data and the customer experience…