helping you master customer insight leadership

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 event provides an opportunity to bring together all three communities. For the first time in 2016, FinTechNetwork brought together start-ups & incumbents, to focus on Customer Experience. This year, again this is a gathering of those interested in.. Read More

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 surroundings of the Royal Institute. It’s been a pleasure this year to partner with MyCustomer.com, to deliver a number of breakfast briefings. This one was more substantive, as it was also to reveal the findings of my latest.. Read More

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 that improve customer experience. Well, rather than me tell you what will work (from my experience on the customer insight side of that equation), let’s ask a CX leader. To do that, I’m delighted to welcome back our.. Read More

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 businesses facing disruption from technology & start-ups. To complement part 1, which focussed more on presentations from incumbents or traditional business models, here I’ll share the highlights from a variety of other presenters. I’m pleased to say a number of.. 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

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 includes two speakers, under the theme for the festival, which is: “Champions & Innovators of Customer Experience“. Given that title, I was honoured to be asked to take part. Jon Snow, founder of Directors’ Club, has assembled a great.. Read More

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 the emerging world of FinTech & what that could mean for customer experience, read on. Earlier this year, I was approached by the FinTech Network to help create an event that brought together FinTech or InsureTech innovators.. Read More