The customer experience role in data governance
Data Governance is a continuous organizational process that establishes guidelines for managing corporate data and improving data quality. Customer experience professionals should influence data governance activities in the following ways: Defining...
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Tough Decisions
Wednesday of this week was the 150th anniversary of the death of President Abraham Lincoln. Lincoln was a complicated man and had a complicated presidency, presiding over the Civil War, signing the Emancipation Proclamation, proclaiming martial law...
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Beware, predictive analytics can make you look like an idiot
If you apply predictive analytics to help make important decisions in your organization, I can guarantee that many people will think the predictions are wrong. In their mind, you (or your model) will be an idiot. So, who would want to use predictive...
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Tips to working with company leaders
Leadership buy-in and involvement has become the most crucial success factor for making business changes. Here are some tips to effectively work with the leaders in your company: First, gain their support. You must show evidence of impact and value...
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The right customer strategy
Does your company have the right customer strategy? If you are not sure, the following questions will help you: Is there a mandate from executive management? Is there a documented customer strategy in place? Do your customers influence corporate...
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