Understanding Causation from A/B Tests to Modelling
Businesses often want answers to questions about cause and effect (Why has the score gone down? What impact will this new process have on retention?), but research has traditionally been reluctant to make causal claims (“correlation is not causation”). Now big data, online A/B testing, and the new science of causality are changing our understanding of what’s possible.
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Client Manager @ TLF Research
After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.
Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.
Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.
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