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Make it personal, Make it last (Part 2 of 2)
Continuing from last week, it’s back to guest blogger Gerry Brown to conclude his series on how to make it personal; for your customers. Over to our Canadian ‘Customer Lifeguard‘ to rescue us from bad...
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Are you listening to all your 3 voices, to improve?
This month we are turning our focus to research & listening to customers’ voices. But, of course, the customer is not necessarily the only voice to which you should be listening as an insight...
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How are you scoring on your Customer Effort?
During our month focussed on research, I’m happy to welcome back guest blogger, Annette Franz, to talk about customer effort. I’ve posted previously on Customer Effort Score (CES), so it’s interesting...
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A Customer Research topic to avoid at the Dinner Table
In a first for Customer Insight Leader, Annette Franz is back again for back-to-back guest blog posts. I just couldn’t resist this one, on a dinner table conversation topic to avoid (or how to avoid...
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Is anyone really Customer Centric? Are you?
A key challenge for Database Marketing leaders, together with all insight teams, is how to help their businesses become more customer centric. We’ve shared before the pitfall of technologies becoming a...
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Using Database Marketing, are you at the rear of the pack?
Earlier this month we launched a quick poll, to find out how you were using Database Marketing. Focussing on actual usage in your business, today, the poll asked about outbound & inbound marketing....
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Can FinTech have anything to do with Customer Insight?
Hot on the heels of my last post, recommending you reboot your thinking after your summer holiday, here’s another. Both another post & details of another event. For those of you more interested in...
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Say no to a Data Scientist, in a festival of webinars
It was a pleasure, yesterday, to take part in the latest Directors’ Club ‘festival of webinars’. This intriguingly entitled event spans 12 days, with an hour-long webinar each day. Each webinar...
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FinTechs, focus on tech, design or real people? (part 1)
This week, I had the opportunity to attend and chair a panel, at a leading FinTechs event in London. Bringing together new entrants, incumbent FS firms, a regulator & technology suppliers – it was...
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FinTech conference, why your insight matters more than tech (part 2)
Here we continue our two-part series on lessons learnt from #CXC2016 FinTech conference. Hopefully this provides some learning points, not just for those working in Financial Services, but all those in...
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CX leader shares vision of the future for using customer data
Part of the art of data leadership is the collaboration needed with other leaders. How can you partner with others, like the CX leader, to envision the organisation and deploy data/analytics solutions...
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Working towards the Virtuous Cycle: latest research on trust & data sharing
Last week, after a very tasty bacon butty, I was sharing on the topics of Trust, Data Sharing & Identity Management, working towards recommending a Virtuous Cycle of improvement. All in the fine...
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How FinTech meets CX and needs Insight in 2017
Another week, another event, this time a FinTech meets CX conference. We’ve shared before that growth hacking, or your future growth plans, need insight & CX leaders, as well as technologists. This...
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When a Customer Wins, Nobody Loses… no, honestly
Continuing our month focussed on book recommendations, let me share one about how the Customer Wins. These topics are not disconnected from last month’s GDPR topic. As we’ve shared before GDPR should...
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Prescriptive Analytics and why it matters for improved CX
Returning to the theme of applications of analytics, I’m delighted to shift our focus to prescriptive analytics. Whether you recall the heydays of CRM & Next Best Action rules/models, or are coming...
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Lies, damn lies & the wrong statistics, measuring what matters, part 1
Building on this month’s focus, the reality of applying analytics in businesses, let’s tackle the issue of the wrong statistics. False comfort can be achieved by completing analysis or implementing...
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10 all too common VoC program mistakes and how to avoid them
Guest blogger, Annette Franz, shares 10 all too common mistakes that leaders make with their Voice of Customer (VoC) programs Continue Reading
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10 more all too common mistakes and how to improve your VoC program
Continuing our series to help improve your Voc program, here are 10 more mistakes to avoid. After the popularity of her first post in this series, I’m delighted to welcome guest blogger Annette Franz...
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The vital need for accountability to deliver Customer Insight
Why accountability is needed to avoid nobody acting on Customer Insight. Guest blogger, Ian Golding shares a story for CX leaders that also applies to us. Continue Reading
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You can lead a horse to insights but you can’t make it execute
"You can lead a horse to insights but you can't make it execute". Guest blogger, Annette Franz, shares tips for progress on vital need to execute on insight Continue Reading
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