helping you master customer insight leadership

Why applied analytics projects have more success

Having benefitted from listening to a CX leaders’ perspective on vision for data & analytics, lets consider applied analytics projects. In fact, this focus is an opportunity to hear the voice of another key stakeholder in major analytics implementations. That is, the perspective of the software provider or IT supplier. Now, I know, these people can have a bad reputation. Too many ‘shiny suited’ salespeople and unfulfilled promises, post demo, can.. Read More

Why Mr Claus wants Big Data Analytics for Christmas

At this festive time of year, I’ve been scouring online for relevant seasonal wishes. Here is one such wish by Santa Claus, that also suits a few Customer Insight Leaders that I know. Reading several blogs, I was delighted to find that such a seasonal take on the need for data analytics was published by my friends at Mango software. Experts & local advocates in the use of R programming language for.. Read More

How HR Analytics can have a place in your business

Returning to our theme, of using Customer Insight outside of Marketing. This time, we consider HR Analytics. Such HR insight has become a growing focus in recent years & rightly so, in my opinion. Both from the perspective of recruiting & retaining analytics talent, plus the potential for analytics to optimise key HR processes or decisions. However, as I’ve spent more time this month meeting with analytics leaders from different organisations, it.. Read More

Chat about event triggers, over breakfast in the Gherkin

This week I had the privilege of speaking at a breakfast briefing hosted by MyCustomer and Royal Mail Data Services. It was a great opportunity to share how useful event triggers can be, from my own experience helping clients. Those joining us for this ‘invitation only’ breakfast came from a range of sectors, including not-for-profit, Retail & Financial Services. Only a minority were already actively using Predictive Analytics, to target their marketing, but.. Read More

When is perfect not good enough? Ask Pareto

This month our theme is database marketing. Although that’s an older name for the wide discipline of targeting inbound & outbound communications across diverse channels & media, its skills are just as relevant in today’s digital/social/mobile marketing world as ever. Especially the mindset of test & learn, as well as focussing on making a commercial impact. So, I’m delighted to welcome back guest blogger Ben Salmon, to share a somewhat contrarian.. Read More

When you can get most ‘bang for your buck’ out of analytics

Over many years creating, leading or advising insight teams, I’m often surprised which analytics has the most impact. Often it’s not the most technically complex, nor the one identifying the largest potential profit opportunity, that results in greatest engagement & action. Most ‘bang for your buck‘, more often lies in the ‘right timing’. What I mean, by that phrase, is analytics that was shared at the right time (when that challenge or opportunity is ‘front of.. Read More