Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

I finally found a useful Virtual Reality (VR) application
Feb27

I finally found a useful Virtual Reality (VR) application

I have often been disappointed by Virtual Reality (VR) applications. Like IoT (Internet of Things) most VR applications add no or little value for the user. There is an entertainment effect but it’s far from sufficient to make you a loyal and recurrent user. On my latest visit to Ecole Polytechnique Federale de Lausanne (EPFL) I had the opportunity to quickly visit the Pierre Soulages exhibition that has held in the Art Lab....

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When will the IoT market eventually crash ?
Feb22

When will the IoT market eventually crash ?

I attended the first day of Unconvention in Brussels in January and what I saw and heard made me reflect on the value of innovation. During the first set of presentation, a speaker explained the current state of an IoT project in Porto where sensors had been implemented everywhere to make the city management more efficient and life more livable. For instance sensors measured pollutants (ozone and CO2) and connected to busses’...

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Visit to EPFL ArtLab featuring leading Big Data projects
Feb20

Visit to EPFL ArtLab featuring leading Big Data projects

I had several opportunities to visit the Ecole Polytechnique Federale de Lausanne (EPFL) to discuss scientific and technical collaborations in the field of Big Data. EPFL is one of the worldwide most renown engineering schools/university, with world-class researchers. Big Data is no exception. EPFL (and Switzerland in general) knows how to attract the best brains from the most diverse countries in the world. On my latest visit I...

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Measuring emotions for a better customer experience management
Jan30

Measuring emotions for a better customer experience management

Can we measure customer experience ? This is a topic we already discussed here and the answer was no. Let me come with a new proposal that was addressed by Sensum during the CPDP 2017 conference : can our body reactions be a reliable measure of customer experience (or at least part of it). Please read further to discover more about this very exciting insights into how measuring reliably emotions can help us better understand customer...

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Will Snap Spectacles glasses revive the augmented reality trend?
Jan06

Will Snap Spectacles glasses revive the augmented reality trend?

My brain suddenly made connections between two completely unrelated events : a market research report issued by App Annie, and an announcement by GetNarrative. App Annie predicted that connected glasses will be on the rise in 2017 and GetNarrative announced it was ending business. Read further to understand the link (at least in my brain) between the two events. Connected glasses will rise in 2017 Market researchers at App Annie wrote...

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Customer satisfaction, customer experience and big data
Jan04

Customer satisfaction, customer experience and big data

Improving customer experience is priority #1 of top executives for the next 12 months (Lemon and Verhoef 2016). At the same time Big Data is on every serious company’s agenda. How can Big Data contribute to creating a customer experience that will ensure customer retention ? This is the topic of today’s article where we will question the usefulness of Big Data in today’s digital sphere (yes ! we’ll dare doing...

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