helping you master customer insight leadership

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

How to create a culture of action

Whilst debating the relative merits of different metrics, I’ve been reminded of the importance of a culture of action within teams. That debate was sparked by my recent post, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e. don’t waste time arguing over metrics). Ironically this then prompted comments debating the relative merits of NPS, CES or CSat as metrics. But it’s always.. Read More