conversation about maximising value from customer insight

Enjoying printed insight magazines on planes & trains

With lots of business travel this week & last, together with having already recently authored a detailed post on Brexit letter, I’ve decided to take it easier this time. Based on my reading while travelling, here is a review of a few articles from printed magazines that I found helpful. I’ve previously sung the praises of listening podcasts (which I find particularly useful while driving on business) and insight newsletters (that.. Read More

What are the questions that insight leaders today want answered? (part 2)

This post concludes our two-part series, on the questions that insight leaders raised, at DataIQ Discussion 2017 event. I hope you found part one, helpful. There we focussed on topics including: measuring your impact breaking through cultural barriers best organisational design tools needed by insight teams executing your insights (driving action as a result) Those certainly were hotly debated topics, that appeared relevant to everyone around the table. All those topics.. Read More

FinTech conference, why your insight matters more than tech (part 2)

Here we continue our two-part series on lessons learnt from #CXC2016 FinTech conference. Hopefully this provides some learning points, not just for those working in Financial Services, but all those in businesses facing disruption from technology & start-ups. To complement part 1, which focussed more on presentations from incumbents or traditional business models, here I’ll share the highlights from a variety of other presenters. I’m pleased to say a number of.. Read More

How big is your toolbox? More analytics methods to try

Given the interim results of our recent survey, I thought it might be helpful to share some content; on less common analytics methods & applications. It was striking, when looking at those early results, that certain uses of analytics methods were rarer than expected. So, using that as my initial challenge, I’ve been trawling the wealth of analytics blogs (to see who is sharing relevant content that might help). Here are.. Read More

Poll results: Conduct Risk and Insight Gaps

Thanks to those of you who participated in our short survey on use of Customer Insight to mitigate & report on your conduct risks to the FCA. Our interim results suggest there are quite a few gaps still out there, with more work to be done by FS firm Customer Insight teams. Here’s a quick summary of the findings so far from Customer Insight Leaders across Financial Services…

Out and about with Insight Leaders like you

What are others doing? Am I the only one struggling with this problem? Do they know something I don’t?   These are the kind of questions & doubts that can plague today’s leaders. Perhaps especially those working in a less widely understood area like Customer Insight. So, let’s peer behind the curtain and see what some other leaders say… Meeting different Customer Insight leaders is always a great opportunity to.. Read More

Can Customer Insight mitigate Conduct Risk?

In light of the largest fine the FCA (or FSA) have ever issued, more and more FS firms are taking a closer look at their wider Conduct Risk management. Most have the required minimum of MI in place. Most CEOs say the right customer centric words with regards to strategy or culture. However, recent work with clients tells me that many firms recognise they still have some way to go, especially in.. Read More