Using data for Excellent Customer Service

Published: Aug. 17, 2022, 11 a.m.

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Neil Hoyne has served as an analyst, researcher, inventor, lecturer, and, in his words, the father of many forgettable slides of glossy funnels and Venn diagrams. A witness to and participant in billion-dollar successes, and instructive failures, all in the pursuit of building indestructible customer relationships through digital media. A key player in the executive rallying cry to be more \\u201cdata-driven.\\u201d

As Google\\u2019s Chief Measurement Strategist, Neil has had the privilege to lead more than 2,500 engagements with the world\\u2019s biggest advertisers. His efforts have helped these companies acquire millions of customers, improve conversion rates by more than 400 percent and generate billions in incremental revenue. Immensely proud of the degrees he\\u2019s earned from Purdue University and UCLA, Neil returned to academia in 2018 as a Senior Fellow at the Wharton School of the University of Pennsylvania.

His first book, Converted: The Data-Driven Way to Win Customers\\u2019 Hearts, was published in February 2022 by Penguin Random House. He hopes you like it.

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