Business Administration and Machine Learning

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM Voice of the Customer Business Administration

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CX

CX CEM Close the Loop Business Administration

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

Webinars

Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

From Start to Scale: Driving Growth Through Seamless Payments Implementation

MORE WEBINARS

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM Business Administration Machine Learning Customer Feedback

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM Touchpoint Customer Service CX

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

JULY 17, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM CX Customer Feedback

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Net Promoter Score

Net Promoter Score CEM Business Administration Machine Learning

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Close the Loop

Close the Loop VOC CEM Business Administration

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC B2C B2B CEM

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC NPS CEM CX

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM NPS Business Administration

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Touchpoint

Touchpoint Customer Feedback CEM Contact Center

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC Legal CEM Pharmaceutical

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CX

CX CEM Business Administration Machine Learning

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC Double-Barreled Question CEM B2C

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Net Promoter Score

Net Promoter Score CEM CX Business Administration

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC Close the Loop CEM Business Administration

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM Touchpoint Business Administration

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Touchpoint

Touchpoint CEM Business Administration NPS

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM NPS Business Administration

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CX

CX CEM Business Administration Machine Learning

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

MAY 24, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Customer Feedback

Customer Feedback CEM VOC Business Administration

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CX

CX CEM Finance Touchpoint

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CX

CX Hospitality Hospitality CEM

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

MARCH 7, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CX

CX CEM Business Administration Machine Learning

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

AUGUST 7, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

NPS

NPS Net Promoter Score VOC CEM

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM Business Administration Machine Learning Social Media

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM Close the Loop Business Administration

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM Business Administration Machine Learning CX

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

APRIL 9, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM Close the Loop Business Administration

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM VOC Touchpoint Social Media

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

CEM

CEM Business Administration Machine Learning Start-ups

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

FEBRUARY 6, 2018

Also, new tech solutions such as AI and machine learning have been getting a lot of attention. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before. And why not? Marketing, Customer service.

CX

CX Customer Experience Education Machine Learning

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

JULY 23, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

VOC

VOC Customer Feedback Mystery Shopper CEM

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Text Analytics

Text Analytics VOC Unstructured Data CEM

Customer Experience Challenges According to 15 CX Experts

Lumoa

OCTOBER 31, 2018

Aggressive action will be required for many organizations – business model changes, more extensive rigor on digital enablement, acute awareness of customer behaviour in the market and knowledge of ever changing impacts on organizations (i.e. data security, gig economy, AI, machine learning).” And why not?

CX

CX Customer Experience Machine Learning Artificial Intelligence

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.

Close the Loop

Close the Loop VOC CEM NPS

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

5 Strategies for CX Excellence

Webinars

Trending Sources

A Bonus Recommendation for Reopening Your VoC Program

Webinars

Best Practices in Communications to Improve Employee Experience

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

How to Write a Really Bad Survey

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

A Bonus Lesson from Listen or Die

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

5 Recommendations for Reopening your VoC Program

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

The One Relationship That Determines The Success of Your VoC Program

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

Introducing CX Secrets with Sean McDade

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

The 3 Most Valuable Types of VoC Alerts

Build Your VoC Program From Where You Are: Part 1 - Building Phase

#CXSecrets: Collecting Feedback IS a Touchpoint

How to Tie Compensation to Your VoC Program

CX Secrets: The Importance of Aligning CX with Marketing

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

CX Secrets: Not measuring CX is like not counting your money

CX Secrets: Keeping a CX Mindset

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

#CXSecrets: Don't Limit Feedback Opportunities

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

American Airlines Creating Wi-Fi Friction

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

Do You Need a Survey Tool or a VoC Partner?

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

Customer Experience Challenges According to 15 CX Experts

Recover Alert Management - Centralized vs. Decentralized Approaches

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