By asking a simple single question, you will predict the potential growth of your organization. It was the promise of a consultant named Fred Reichheld, and the whole business world started to questioning old solid traditions such, the annual customer satisfaction study, the market research ‘old’ world and the need to build scorecards combining different KPIs to control the sanity of the business organizations and monitoring the value creation. It was 2003, I did my first NPS project in 2006. Fred promised, “This number (the NPS) is the one number you need to grow!”. After 11 years and several projects under my belt, can I honestly say Fred has kept his promise? Continue reading “The One Number You Need to Explain: Net Promoter Score”
You’ve probably read hundreds of posts, articles, and books about market research. Over the past several years, another form of asking opinion to customers has also eased into the discussion: Customer Feedback Management (CFM) mainly associated to a specific key performance indicator (KPI): the Net Promoter Score (NPS). Continue reading “Customer Feedback management is not Market Research …and NPS not the Holy Grail”
In the last years, a lot of researchers have invested time and resources into a new approach to Natural Language Processing: forget linguistic algorithms, let’s turn the words into mathematical vectors and plot them in a 3D space. Then, applying linear algebra, it allows us to perform specific tasks, such topic detection, sentiment analysis, etc. without even using a single code of pure linguistic algorithms. To nice to be true? Let’s discover the magic word of vectors using a very simple example.
In the past years, I spent most of my time exploring Natural Language Processing. In particular, I’m extremely interested to try to solve specific problems related to Customer Experience Management feedback analysis such: Continue reading “Natural Language Processing: the 5 kings”
If you put a status update on Facebook about purchasing a smartphone – don’t be surprised if Facebook serves you a smartphone ad on your screen. This is not black magic, this is Facebook leveraging the text data to serve you relevant ads. Continue reading “What is the main difference between word2vec and FastText?”
An effective Customer Experience Management (CEM) program is a perfect blend of different ingredients. A good mix of a clear strategic vision, measurable goals, key performance indicators, structure in place, and change management efforts. To support that, one of those elements, it is a robust CEM/VOC platform.
TensorFlow™ is an open source software library for numerical computation using data flow graphs. Nodes in the graph represent mathematical operations, while the graph edges represent the multidimensional data arrays (tensors) communicated between them. The flexible architecture allows you to deploy computation to one or more CPUs or GPUs in a desktop, server, or mobile device with a single API.
Continue reading “What are the advantages and disadvantages of using TensorFlow over Scikit-learn for unsupervised learning?”
According to a study by WPP digital group Syzygy, 85% of Brits believe that AI in marketing should be governed by a key principle from the movie franchise. Does it make sense and how really big is the risk man will succumbs the machine?
Continue reading “Sex, lies and AI: will the ‘Blade Runner Rule’ save the world?”