conversation about maximising value from customer insight

Are insurers playing it too safe with data and analytics?

As we focus on business applications, let’s broaden our scope to review how data and analytics strategies are being implemented. Insurance is a conservative industry. It has certainly lagged other sectors, in terms of digitization and customer experience. But, insurance businesses have enthusiastically embraced data and analytics capabilities. As I talk to my insurance clients, most are actively engaged in building/improving this capability. Talking about this with our old friend.. Read More

Are you listening to all your 3 voices, to improve?

This month we are turning our focus to research & listening to customers’ voices. But, of course, the customer is not necessarily the only voice to which you should be listening as an insight leader. So, to set a context for the rest of our research content this month, I’m delighted to welcome Richard Kimber as a new guest blogger. Richard is a Customer Experience Improvement Specialist at Custerian. In.. Read More