<TL;DR> “I don’t want a full paper, just give me a concise summary of it”. Who hasn’t found himself, at least once, in this situation? Sounds familiar? Well, I decided to do something about it. Having written a lengthy paper on how to measure and manage the digitization process, I…


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“Science is the father of knowledge, but opinion breeds ignorance.” — Hippocrates

Since the beginning of this surreal period I have only been worried about one thing — not keeping myself alive by avoiding being infected by the coronavirus — but seriously documenting myself to try to have a precise opinion of what this pandemic is and what we should do now…


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TL;DR We are managing the pandemic situation only with part of the data and not necessarily representative of reality. We must take a census of the number of positive and negative cases within a population. The officially reported positive cases contain a bias: they are cases that already manifest the…


Photo by Markus Spiske on Unsplash

In these difficult days for all of us, I’ve heard all sorts of things. From the fake news sent through Whatsapp, like vitamin C can save your life, to holding your breath in the morning to check if you’ve been hit by COVID-19. The mantra that everyone keeps repeating is…


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Which of you, when you have to buy an airplane ticket, is not looking for the cheapest and more convenient solution from SkyScanner or similar? And which one of you, once aware of the prices of the big airlines, doesn’t try to take a look at EasyJet or Ryanair? …


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Digitalization blends physical customer journey with digital channels to increase the performance of each touchpoint. Journeys should feel seamless, effortless and compliment each other without requiring too much cognitive brainpower from the consumer when interactions are encouraged. How are we going to measure the success of this revolution from customers’ point of view?

The purpose of this article is to define early stage KPIs to measure how consumers perceive and assess the mix of physical and digital journeys from a satisfaction point of view.


Topic detection and sentiment analysis for business people using sandsiv+ Customer Intelligence solution in 57 different languages

In this series of posts, using a dataset public available on kaggle.com, I will analyze 15'928 reviews of Disneyland Paris guests coming from Facebook, TripAdvisor, Google, and Instagram. The main goal of this analysis is to generate business insights to remove existing pitfalls in Customer Journey and consequently improve Customer…


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Brands with the strongest customer experience management process in place, don’t just let it happen!

C-levels, top managers, senior executives, need to understand this challenge. Does it make sense to manage, “improve,” and measure customer experience on processes and products there were never designed with customer experience in mind?

I spent years helping my clients on projects to improve the experiences of their customers. Now…


“A busy crosswalk in Tokyo” by Cory Schadt on Unsplash

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…


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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).

Customer Feedback…

Federico Cesconi

Old school data scientist in love with deep machine learning. I help my clients to understand their customers. https://www.linkedin.com/in/federicocesconi/

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