helping you master customer insight leadership

Audio interviews, with Customer Insight Leaders: Norma Dove-Edwin

audio interviews

Today, we are launching a new feature for this blog, audio interviews with Customer Insight Leaders.

I am delighted, to kick-off this new addition, with the help of Norma Dove-Edwin. She is the CDIO (more about that title in our interview) of Places for People Group.

In this interview we discuss job titles, the role of a CDO (or CDIO), GDPR and her experience of achieving compliance. Following on from our series of blog content & GDPR related resources, I’m sure you will find this interview a useful real-world example of where to focus. (more…)

View from the top on GDPR impact: Chief Privacy Officers

Chief Privacy Officers

As we have now all survived #GDPRday, I thought it might be interesting to hear the views of Chief Privacy Officers.

This post is intended as the first of a few, sharing interviews with senior leadership roles. Those roles with greatest responsibility for GDPR & involvement in continued work to achieve full compliance.

To start, as we make our way around the pantheon of today’s C-Suite roles, let’s start with the one most aligned with GDPR. Beyond just creating DPOs, as required of some organisations, a number of businesses have chosen to create the job title Chief Privacy Officer (CPO). (more…)

Business lessons, from GDPR, as just another external change

business lessons

With so much focus on the detail of GDPR, let’s take some time to look at the business lessons from this external change.

Whatever the size of your business, the world around you changes & you need to be able to adapt. Regulation is just one of those key drivers of external change.

So, to help us reflect on the business lessons from preparing for GDPR, I’m delighted to welcome back guest blogger William Buist. William mentors & advises business leaders, helping them get greater clarity. So, he is well placed to lead us through this business focussed review. (more…)

GDPR impacts: 7 Questions to Ask Your research panel provider

panel provider

How does GDPR impact your use of a research panel provider?

Last month, we shared various posts related to market research. Balancing our content focussed on data & analytics, with tips & resources for research leaders.

This month, with May 25th deadline looming, we have focussed on GDPR. So, I’m glad to have a guest post to share, that covers both those themes. Guest blogger Johnny Caldwell (and his team from Netquest) returns with a focus on GDPR impact, on your use of a panel provider. (more…)

Turning back the Marketing Analytics clock? GDPR & location data

marketing analytics clock

As you prepare for GDPR compliance day (25th May), are you turning back your marketing analytics clock?

With a particular focus on use of location data, guest blogger Tony Boobier returns with a different perspective. This builds on his previous post, suggesting that GDPR challenged the ‘Big Data mindset’.

Now, I am on record as stating that I see GDPR as a positive development. Enhanced consumer rights & an opportunity for firms to offer a positive customer data value proposition. But, Tony’s challenge is interesting. (more…)

How can you make your customer research faster? Should you?

research faster

Why can’t you get me that research faster?” That is perhaps the most common challenge I hear is faced by research leaders.

I pointed out, in a post of ‘research as fashion‘, that a common theme in case studies, was the challenge to get research faster. So, as promised, this post will share a number of relevant posts and resources on that topic.

Let me first state that faster is not always better. Aside from the wider “In Praise of Slow” movement, our previous posts on “Thinking Fast & Slow” & “Deep Work” make this point.

Faster work can mean lower quality thinking & be more susceptible to the biases of brains on auto-pilot. So, it can often be worth pushing back, when more robust data & careful interpretation are needed.

But, we like to be pragmatic here. In real businesses, whatever the pros & cons, customer insight leaders need to deliver quicker. What are some of the options to achieve this with research work? (more…)

Seven characteristics, of an ideal B2B Influencer, for researchers

B2B influencer

On this blog, we don’t want to neglect B2B insight challenges, including finding a B2B influencer. Much of our content focusses on B2C customer insight work. So, in this post we look at one for B2B businesses.

This builds on our past posts, sharing tips for effective B2B Customer Management. One of our familiar guest bloggers, who is also a B2B influencer, shares 7 characteristics to help you spot ideal ones.

There’s more of a focus, on the role of Big Data & Data Science, in spotting key influencers within social networks. Numerous case studies, focussed on B2C mass market, demonstrate how analytics can identify them. However, there is also a key role for market research & judgement. (more…)