conversation about maximising value from customer insight

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

Poll: Follow-up to Org Design Post (your experience)

As a follow-up to my latest post on customer insight team structures, here’s a quick poll to gauge the popularity of different models. Please answer the question below and I’ll share results and reflections once I have sufficient volume.

Has CI yet found the best org design?

It may seem like one of the curses of modern corporations but org design and regular reorganizations are now a fact of business life. I’m sure as an insight leader you will have seen your fair share. As you’ve risen up the hierarchy you’ve probably changed in your role with regard to these events; from recipient to author. If you haven’t experienced this then I would encourage you to seek to be.. Read More

Poll: Customer Insight, the forgotten leader?

Whilst leading the largest customer insight function amongst UK insurers, I was struck how poorly served CI leaders are; in terms of coaching or consultancy support. Compared to my peers in Marketing or Operations, this looks like a real gap in the market. Sure, there was technical training for members of an insight team; be that in analytical software, SQL coding, statistics, data management or research methods. Plus, yes, there is a wealth of.. Read More