This month we’re talking about the science behind customer experience. To help break it down we’ve compiled some worthy “Must Reads” for the month of July. Check out our favourite links from around the web and see what the Harvard Business Review, NG Data and 1 to 1 Media had to say.

  1. Dissecting the Science of Customer Experience
    1 to 1 Media sat down with four data scientists about what they do, including how they find value in customer experience analytics. The article is interesting because it provides a different perspective on understanding the role of data science and how it can lead to creative and innovative solutions.
  1. The New Science of Customer Emotions
    This article, posted to the Harvard Business Review, looks at how to measure a customers “emotional motivators” and how to use that information to build your growth and profitability. Emotion matters because fully connected customers are more valuable to you and your company.
  1. Data Mining Improves Customer Service
    Similar to the first article, NG Data took a panel of data scientists and customer experience pros and asked them one important question: “What is the #1 way data mining can help improve customer experience?” Read the article and utilize their tips to help get the most out of your customer experience data.

 

[1] Source: 1 to 1 Media: Aquino, J. (2016, May 9). Dissecting the Science of Customer Experience. [Web log post] Retrieved from: http://www.1to1media.com/view.aspx?docid=35785
[2] Source: Harvard Business Review: Leeman, D., Magids, S., Zorfas, A. (2015, November). The New Science of Customer Emotions. [Web log post] Retrieved from: https://hbr.org/2015/11/the-new-science-of-customer-emotions
[3] Source: NG Data: A. (2016, April 14). 30 Experts Reveal the Biggest Ways That Data Mining Improves Customer Experience. [Web log post] Retrieved from: http://www.ngdata.com/data-mining-improves-customer-experience/