helping you master customer insight leadership

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

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

The importance of you taking a complete break from work this Christmas holiday

At this time of year, leaders wish each other a Happy Christmas, but how many take a proper holiday break? In our hyper connected world, with at times still a ‘macho’ leadership culture, it’s easy to be tempted to still work. Do you really relax with your family or friends, or are you checking emails or fitting in more paperwork? Although it does sometimes feel like organisations reward those who appear.. Read More

Where should your firm focus for growth in 21st century? (part 2)

Continuing our 2 part series, on where leaders should focus for growth; in our changing world, full of new technology. This post builds on our first post. That covered major trends, the need for customer insight & what is required to manage your data effectively. Aligned to learning from Insight Leader events in London & Barcelona, a key theme was the need to focus on your customers (not just technological opportunities) Our attention.. Read More

Congrats on the promotion, 4 tips on how to be a manager not doer

Returning to our current theme, of career development, its time to focus on the transition to being a manager. As I’ve spent much of this month speaking at or chairing events, I have spoken to people at all different stages of their customer insight careers. From senior leaders, all the way through to graduates starting their first analyst job. All face different, but equally important challenges, to make the kind.. Read More