conversation about maximising value from customer insight

What are the questions that insight leaders today want answered? (part 2)

This post concludes our two-part series, on the questions that insight leaders raised, at DataIQ Discussion 2017 event. I hope you found part one, helpful. There we focussed on topics including: measuring your impact breaking through cultural barriers best organisational design tools needed by insight teams executing your insights (driving action as a result) Those certainly were hotly debated topics, that appeared relevant to everyone around the table. All those topics.. Read More

The importance of you taking a complete break from work this Christmas holiday

At this time of year, leaders wish each other a Happy Christmas, but how many take a proper holiday break? In our hyper connected world, with at times still a ‘macho’ leadership culture, it’s easy to be tempted to still work. Do you really relax with your family or friends, or are you checking emails or fitting in more paperwork? Although it does sometimes feel like organisations reward those who appear.. Read More

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 an interesting melting pot. As shared in a previous post (on related research findings), one of my goals for this event was to encourage a focus on Customer Insight, in both FinTechs & digital design work… Read More

Want to know what the other insurance marketers are doing?

“Insurance Marketing & Distribution Summit Europe 2015” proved to be a great event. There were interesting speakers, a range of topics & plenty of opportunity for interaction. Plus, it was a pleasure to share with this group myself, more on that later. Following previous reviews, of events that were useful for getting close to leaders on whom insight leaders focus less (IT, Digital, CX), I was back with Marketing & Sales… Read More

(Not) Just the ticket for a virtuoso performance

In “A Virtuoso Customer Experience Performance“, our guest blogger Gerry Brown shares insights from his experience at the Royal Albert Hall. Elgar’s iconic Pomp and Circumstance March is one of the high points of the Last Night of the Proms. It celebrates a triumphal end to the Promenade Concerts in London for another year. The dictionary definition for Pomp and Circumstance is “a splendid celebration with ceremony and fuss”, but.. Read More

Poll results: Conduct Risk and Insight Gaps

Thanks to those of you who participated in our short survey on use of Customer Insight to mitigate & report on your conduct risks to the FCA. Our interim results suggest there are quite a few gaps still out there, with more work to be done by FS firm Customer Insight teams. Here’s a quick summary of the findings so far from Customer Insight Leaders across Financial Services…

How to get back to Customer Centric as the point

After so much media attention to the terms Big Data, Predictive Analytics and Data Scientist, I’m pleased to see that attention is returning to topics like being “Customer Centric“. Without cultural change within most organisations, ever more sophisticated use of data & analytics will just make them more efficient at irritating the customer rather than actually improving those vital relationships. Despite the fact that Big Data still dominates Google searches….. Read More