helping you master customer insight leadership

Why Customer Insight teams should learn from Design teams

learn from design teams

Listening to a Digital UX Design leader this week, I was struck by how much Insight teams can learn from Design teams. I had the privilege of speaking at a Marcus Evans conference on West India Quay in London. “Optimise User Experience and Digital Design to Increase Customer Centricity for Financial Institutions“. That must be the (crazily) longest event name I’ve ever attended! Anyway, before I shared on softer skills,.. Read More

Team Coaching: Resources to help you coach leadership teams

This year, I have had more enquires than ever, about team coaching. Whether for senior leadership teams, or managers of Customer Insight/Analytics teams, the concept is on the rise. It is easy to understand why. Many have heard the benefits of one to one coaching for senior executives, but want to find a way of justifying this cost for more leaders. Both time & money have been cited to me.. 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

Poll: Follow-up to Org Design Post (your experience)

As a follow-up to my latest post on customer insight team structures, here’s a quick poll to gauge the popularity of different models. Please answer the question below and I’ll share results and reflections once I have sufficient volume.

Has CI yet found the best org design?

It may seem like one of the curses of modern corporations but org design and regular reorganizations are now a fact of business life. I’m sure as an insight leader you will have seen your fair share. As you’ve risen up the hierarchy you’ve probably changed in your role with regard to these events; from recipient to author. If you haven’t experienced this then I would encourage you to seek to be.. Read More