conversation about maximising value from customer insight

What you want from this blog, results of our 2017 reader survey

Thanks to all our newsletter subscribers, who participated in our annual reader survey. Just over a year ago, we re-branded this blog, based on your feedback. At the start of 2017 it’s time to revisit how well this blog is serving its purpose. As you may know, the stated purpose of this blog is to inform & support customer insight leaders. You can find out more about that and 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

How to understand your customers’ mobile mind shift

When I first received a copy of this book, when it was published in 2014, I didn’t think it would be so relevant. Understanding a ‘mobile mind shift‘ sounded like just a fancy way of presenting advice for e-commerce leaders working on moving to mobile. Now, having read this engaging work, I can see how relevant it is to all business leaders (including customer insight leaders). There is much more to think.. Read More

Growth Hacking, should it matter to insight leaders?

What is Growth Hacking? Is it more than a buzzword & should this matter to Customer Insight leaders? Continuing our marketing focus, let’s consider how you can use customer insight to achieve rapid business growth. Informal chats with business leaders, especially of SMEs, have revealed a growing interest in how conversion (not just the classic focus on response) can be improved through insight. Often times, a public interest is sparked.. Read More

Data doesn’t kill creative, it feeds it (how to use both)

This week I had the opportunity to speak at the CIM’s “Marketing Analytics & Creative Conference“ in Cardiff. #CIMSmartArt proved to be a great event. Expertly chaired by Sameer Rahman, it focussed on the challenge: Is data killing creative? In a room with a mixture of data-led and more design/creative focussed marketers, 4 speakers had opportunity to share their experience. The result was an encouraging conclusion. That both better use.. Read More

Do your products inculcate helpful habits?

Thanks to Jeffrey Slater of Nomacorc for sharing this great YouTube video of Nir Eyal from Stanford University presenting at The Next Web 2014 conference in USA. It is a brilliant exploration of how design can exploit behavioural psychology to the benefit of consumers (the users of products designed to promote habits that are better for their users). Right from the start, the definition of habit as “a behaviour done with little.. Read More