Data Leadership Metrics Process Improvement 
Harvard Business
OCTOBER 23, 2017
Data science is becoming a reality for change management, and although it may not have arrived yet, it is time for organizations to get ready. The companies best positioned to change in the next decade will be the ones that set themselves up well now, by collecting the right kind of data and investing in their analytics capacity.
Harvard Business
SEPTEMBER 11, 2017
Don’t obsess over metrics like inquiry volume or time to close tickets. Set up post-interaction NPS so you can tell if someone is still upset even after an issue is “solved,” start tracking the volume and quality of requests coming in along with metrics relating to revenue (i.e., Establish models, not just metrics.
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Harvard Business
AUGUST 30, 2018
One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. In 2016 the leadership team of a national retail organization asked us to help boost their frontline performance. To show how it works, we’ll walk you through an example.
Harvard Business
JUNE 8, 2017
An invitation-only request for information from ECEN leads to an extensive review of the system’s quality, outcomes, and patient satisfaction data. This process-improvement methodology includes workflow redesign, error proofing, best-practice implementation, cost bundling, financial risk sharing, and outcomes measurement.
Harvard Business
AUGUST 1, 2017
Perhaps the single most important algorithmic distinction between “born digital” enterprises and legacy companies is not their people, data sets, or computational resources, but a clear real-time commitment to delivering accurate, actionable customer recommendations. What metric matters more: engagement or inquiry?
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