helping you master customer insight leadership

Challenging the Narrative with 2018 Welsh Coaching Conference

Last week, I had the pleasure of attending an event with the theme of “Challenging the Narrative“. One of my favourite annual events, the 2018 Welsh Coaching Conference. Chaired once again, by the irrepressible Dave Tee, this event continues to go from strength to strength. Dave’s passion & commitment is no doubt one of the reasons for that, together with the great team at USW Commercial. My previous blog reports.. 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

How to manage virtual teams well, using 6 key leadership behaviours

Sitting in the comfortable coffee lounge, of a modern glass skyscraper in Canary Wharf, our conversation turned to virtual teams across India. Despite an enviable view across London, the challenges of my guest stretched across the world. He sighed as I raised the topics of how to get virtual teams to work together effectively. It seems his challenges are all too common. As I speak with analytics & insight leaders,.. Read More

Designing analytics teams, some options and advice to consider

Many of my recent ‘coffee conversations’, with leaders, have focussed on designing analytics teams. It sounds like many of you are wrestling, with how to design & resource the team you need, for 2018 and beyond. For that reason, as the days begin to lengthen & we can start to dream of spring, we will focus on teams. Our theme for this month is designing and developing your teams. In.. Read More

The most important skills for Data Scientists in businesses

Which are the most important skills, needed by analysts or data scientists? It’s an interesting question to ponder. It is tempting to fall back on technical basics, like statistical knowledge & software or coding skills. But most graduate data scientists or experienced analysts will be screened for those at recruitment. So, if you are leading an Analytics, Data Science or Insight team, where should you invest? My mind was prompted.. Read More

How to create a culture of action

Whilst debating the relative merits of different metrics, I’ve been reminded of the importance of a culture of action within teams. That debate was sparked by my recent post, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e. don’t waste time arguing over metrics). Ironically this then prompted comments debating the relative merits of NPS, CES or CSat as metrics. But it’s always.. Read More