helping you master customer insight leadership

Will you die in the next 5 years?

Once in a while, a piece of public research captures the imagination, resulting in  positive interest and social media buzz. Such is the case with the UK Longevity Explorer created by a Swedish team at Ubble. Knowing how to the engage the press, the results of their research are also nicknamed the “death test“. Having previously shared on the dangers of public research, it is pleasing to have a positive &.. Read More

Can Customer Insight mitigate Conduct Risk?

In light of the largest fine the FCA (or FSA) have ever issued, more and more FS firms are taking a closer look at their wider Conduct Risk management. Most have the required minimum of MI in place. Most CEOs say the right customer centric words with regards to strategy or culture. However, recent work with clients tells me that many firms recognise they still have some way to go, especially in.. Read More

Dear John, buried treasure and hidden breaches

Whilst busy training customer insight teams, I’ve noticed some interesting Customer Insight content being published by others this week. At the risk of sounding like Gogglebox’s oft repeated “this week we had a lot of great telly“… Here are some of this week’s great Customer Insight articles: The first is one that is an overdue warning as to the excessive reliance on PowerPoint for research debriefs. Amusingly set out as a “Dear John” letter.. Read More

Data challenges & value opportunities for retailers

One of the themes of video interviews prior to #MSMS2015 event has been questions on data. What data challenges do multi-channel retailers face? How can they start acting on  data? How do they choose the right technology? So, as a second preview to this event (Multi-Channel Sales & Marketing Strategy), shown below are three short video interviews answering those questions. In just a few minutes each, these are of course.. Read More

Does Data make you think in new ways?

Time to focus back on Data. Lots of interesting thoughts out there, so as a change from my posts, here is some of the best content from others that impressed me this week… Many organisations in recent years have looked into the challenge and opportunity presented by all this coverage of “Big Data” and “Predictive Analytics”. Some have invested in ways that improved their Marketing effectiveness or Customer Experience. But very.. Read More

#FromTheCupboard videos

As a quirky teaser campaign prior to #CAI2015, I published a series of short videos. In these I was interviewed by the conference organiser on a variety of topics relevant to that event. In case you missed this genesis of a YouTube channel for Customer Insight Leader, I’m sharing the full series below. I will also be making more use of video in future and once the channel has sufficient content,.. Read More

Event: #CAI2015

Well, after much publicity, it’s good to have finally experienced Customer Analytics & Insights for Retail Financial Services 2015 (helpfully shortened to #CAI2015). It was a very enjoyable event and one I would recommend to those wanting an oversight or leadership perspective on what others are doing in this space. Speakers did not get into the level of technical detail which some analysts might expect, but customer insight leaders found.. Read More