Cookies To Humans: Implications Of Identity Systems On Incentives!

A story where data is the hero, followed by two mind-challenging business-shifting ideas.

At a previous employer customer service on the phone was a huge part of the operation. Qualitative surveys were giving the company a read that customers were unhappy with the service being provided. As bad customer service is a massive long-term cost – and short-term pain –, it was decided that the company would undertake a serious re-training effort for all the customer service reps and with that problems would get solved faster. To ensure customer delight was delivered in a timely manner, it was also decided that Average Call Time (ACT) would now be The success…

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It's Not The Ink, It's The Think: 6 Effective Data Visualization Strategies

Ten years, and the 944,357 words, are proof that I love purposeful data, collecting it, pouring smart strategies into analyzing it, and using the insights identified to transform organizations.

In the quest for that last important bit, I am insanely obsessive about 1. simplification and 2. pressing the right emotional buttons.

The reasons are that we all like complexity, it gives us energy :), we tend to be logical, and we often treat data output as the end when in reality the data output is just the start of the process that results in actions that deliver business impact.

Very often the output of our work with Big Data or…

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