conversation about maximising value from customer insight

Leadership coaching for you?

Have you experienced the benefits of coaching? Years ago UK business leaders appeared to just see this as an American business fad (for a culture who have also embraced the benefits of therapists and given us great TV like “In Treatment”). However, over the last decade more & more UK businesses have embraced executive coaching and the academic evidence for efficacy has grown substantially. Even in 2005, 88% of UK.. Read More

Redesigning Customer Experiences from the Outside In

This book has a dull cover and lacks any colour graphics within its pages. So, if you spot it, you might not be enthused. However, persistence is rewarded, as there is much customer experience and customer insight leaders can learn from this book. Written by a couple of leaders at Forrester Research, it provides the reader with an overview of everything to consider in order to improve customer experiences. As anyone who.. Read More

How are you navigating the leadership pipeline?

It’s unusual for me to recommend a book that I don’t consider that well written, but Leadership Pipeline is such a book. The reason for my recommendation is this book effectively covers a key challenge for leaders & organisations. It also introduces a really useful model and set of tools. My criticism is only the writing style. Perhaps I’ve spent too many years enjoying well crafted prose in fiction but.. Read More

Poll: What do you see?

To provide a research basis for the content included in this blog, I am asking all customer insight leaders who visit this site to complete the short survey below. Knowing the scope of your roles and your views as to the true breadth of ‘customer insight’ will enable me to ensure that I balance the content published here to better suit your interests. I will of course share the results,.. Read More

Poll: Which breed of CI leader are you?

If you watch the actions and listen to the language used by most CEOs, especially where they choose to focus their time, you can often guess their background. What I mean is their functional leadership background, whether that be finance, marketing, operations, sales, etc. This, of course, is only natural and probably reveals their area of greatest interest or where they feel most comfortable. As a leader we can all have the.. Read More

The Hybrid CI Leader

I was struck by this graphic by Visually that was trending on Twitter a couple of days ago. Apart from being an eye catching infographic and ringing true as to the challenge for modern marketers, it prompts an equal or bigger challenge for insight leaders. Over the years this role has evolved into one requiring CI leaders to have an even more hybrid mix of talents than their marketing peers. I’d be interested.. Read More

Book Review: Time to Think by Nancy Kline

Do you have time to think in your leadership role? I first read this book over a decade ago, but it made such an impact that I have kept coming back to it over the years. It is not specifically about customer insight, although it’s implications for how to create a ‘thinking environment’ should be of interest to researchers and those designing customer experiences. However, for me the biggest lessons.. Read More