helping you master customer insight leadership

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

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

Innovative thinking in research supports insight generation

To accompany our recent 2 part series, on how to generate deeper insight for proposition development, here we review some of the innovative thinking within the research community that can help. Unlike the caricature of market/consumer research as outdated compared to Data Science, research blogs & events showcase something quite different. Reading some of the wealth of material out there, I see a community that’s both evolving & thinking more deeply.. Read More

How to generate insights for better propositions (part 1)

A number of our posts have covered topics like better marketing targeting or measuring marketing effectiveness. So, it seems timely to turn to the topic of how to ensure you develop the right stuff to market in the first place. Do you know how to generate insights to do this? Are you working effectively with your proposition development colleagues? Do you both agree on the need for customer insight guided design? Perhaps in these.. Read More

Why insurance firms need a new vocabulary

Everyone wants to improve the customer experience, but look at the vocabulary insurance firms use. Many words are opaque, and some are even offensive. So, I’m pleased to welcome Paul Carroll (CEO of InsuranceThoughtLeadership.com) as our latest guest blogger. In his first guest blog post for us, Paul shares examples of this customer unfriendly vocabulary & why these need to change: Lots of industries face criticism because they talk the talk.. 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