Lots of companies use traditional survey-based methods, like Net Promoter Score, to get a measure of customer satisfaction. But for today's always-on enterprises, these methods are proving of increasingly limited value: They can't be done with great enough frequency or detail, at reasonable cost, to provide an up-to-date read on customer satisfaction.
Business process experts Peter Gloor, a research scientist with the MIT Center for Collective Intelligence, and Gianni Giacomelli, CMO and SVP of product innovation at GE-spinoff Genpact, think they've found a better, quicker, and cheaper way. As they discuss in the MIT Sloan Management Review article, "Reading Global Clients’ Signals," they've developed a method for monitoring and predicting customer satisfaction by analyzing the social network structure of email interactions between service providers and their clients. In this A2 Radio episode, Gloor will share an overview of their novel approach. You'll learn about:
- Applying social network analysis to email interactions
- Evaluating social network metrics
- Predicting the satisfaction of email users
- Using this method for any collaborative work relationship
If you are already a registered user of AllAnalytics, please login to access this content without re-entering your information.
Pharmaceutical and laboratory company QIAGEN has deployed a set of algorithms designed to tap into big data sources and highlight new customers and sales opportunities.
Chicago’s push for improving civic services through data is leading to IoT innovations, a robust developer community, and an intriguing new seminar demonstrating best practices for analytics practitioners and tech managers
As we continue to view the limitations of the human brain that we think can only be addressed through artificial intelligence, we should take a minute to consider just how amazing that brain is.
While big data and analytics hold promise in finding cures for cancer, for some who are working on that research the challenge is very personal.
The issue of the UK leaving the EU raises the question of how the US would fit in Europe, at least in visual terms.
A Look at Tomorrow's Data Scientist
Analytics and the Making of a President
Analytics: Where We've Been, Where We're Going
How Predictive Analytics Can Take Your Company to the Next Level
How Analytics Can Transform State Government
Save Labor Costs With Predictive Analytics
What the IoT Means to You and Your Insurer
When It's Time for a Robot's Job Review
How Advanced Analytics Serve Healthcare
Life in a World of Big Data, Autonomous Cars and IoT
Sports Analytics: Driving the Business Forward
International Institute for Analytics Research Library