conversation about maximising value from customer insight

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

Can start-ups, students & innovators challenge you?

Last night, I was presenting to over 40 tech start-ups, data science students and innovative data leaders within corporates. Hosted by MBN Recruitment & Edinburgh’s Data Lab (which builds bridges between academia & industry in this field), it was a great evening. Held at the TechCube Incubator, the whole experience felt very start-up culture from the beginning. A problem with one power source meant I had to speak with a power.. Read More

Guest Post: Does it pay to listen to the voice of the customer?

I’m delighted to finally share our first guest blog post, here on Customer Insight Leader. Hopefully the first of many more, from writers on customer insight & those using such insights. Annette Franz takes the stand as our first guest blogger, with this reminder that listening to your customers is worth it: That’s probably a silly question, but I don’t feel bad reminding anyone of the answer!