helping you master customer insight leadership

7 Habits, that are still as relevant, for today’s Highly Effective Leaders

7 habits

One of the few Leadership books that I have come back to time & time again, is “The 7 habits of Highly Effective People“. Perhaps, alongside classics from writers like Dale Carnegie or Peter Drucker, this book by the late Stephen Covey, is one you’ve heard of. It might have been mentioned to you, from time to time, over many years. Did you intend to read it once, but have.. Read More

Role Definition Workshops – from tasks to the roles needed (part 2)

This is part 2 of guest blogger, Hanne Sorteberg’s, series on Role Definition Workshops. I hope part 1 was useful to you. In this post, Hanne goes on to explain how to get from your long list of tasks, to the roles you need. As we start a month, focussed on Data Science, organising teams into the roles needed, is as relevant as ever. We have seen, in both Hanne’s.. Read More

Customer Data Quality Reporting – the next 6 metrics you need

Time to return, to the important topic of Customer Data Quality Reporting. Which metrics should you report on, to ensure robust data quality controls? After a week of training analysts in data visualisation, and speaking to marketers about how to run an NPS programme, back to part 2 of our new series. You may recall, that in part 1 of his series, our newest guest blogger (Paul Weston) introduced this.. Read More

The benefits of a competency framework for your analysts

As we focus on Analytics & Data Science this month, I’ve been reminded of how a Competency Framework can help. Both work with clients, and my own experience in creating & leading analytics teams, has taught me that such a tool can help in a number of ways. In this post I’ll explain what I mean by a competency framework and the different ways it can help Analytics, Data Science or.. Read More

Why applied analytics projects have more success

Having benefitted from listening to a CX leaders’ perspective on vision for data & analytics, lets consider applied analytics projects. In fact, this focus is an opportunity to hear the voice of another key stakeholder in major analytics implementations. That is, the perspective of the software provider or IT supplier. Now, I know, these people can have a bad reputation. Too many ‘shiny suited’ salespeople and unfulfilled promises, post demo, can.. Read More

How to make better decisions as a Customer Insight leader

better decisions

A natural build on our recent leadership emphasis, is how the latest insights from the discipline of Customer Insight can help leaders make better decisions. A few posts that I’ve read recently have touched on this topic. Hopefully, I can help you as a leader, by sharing this content with you. The first content also touches on a topic that our latest reader survey requested more content on, that of.. Read More