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Why Customer Experience Strategy is Everything 

Why Customer Experience Strategy is Everything 

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” — Maya Angelou  Every experience leaves an impression.   A great customer experience leaves your audience, positive, interested and willing to engage more.    Customers sometimes may not be able to recall […]
More than Math – The Art of Data Science

More than Math – The Art of Data Science

Solving complex behavioral, business and computational problems require both a technical approach and equally a humanistic, artistic approach.  Like an artist, a data scientist must imagine and paint a picture. A picture that has meaning and can inspire their audience. They must see the picture in their mind first, and then painstakingly – line by […]
Strategy is About Questions not Answers

Strategy is About Questions not Answers

Driving marketing performance today is as hard as it has ever been. This is because the marketing and business landscape is so fragmented that despite us having more data, more touchpoints, and more sales channels, it is harder than ever to draw a holistic picture of the customer.    We can optimize sales or the performance […]
Behavioral Loyalty vs. Emotional Loyalty

Behavioral Loyalty vs. Emotional Loyalty

Most business have a framework, for measuring emotional loyalty. Also, there are a lot of easily applicable methods and tools to track emotional loyalty. These include brand love scores, brand closeness metrics and often NPS is used as a proxy for measuring how customers feel about a brand.  The challenge is emotional loyalty is ultimately […]