conversation about maximising value from customer insight

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 HR Analytics can have a place in your business

Returning to our theme, of using Customer Insight outside of Marketing. This time, we consider HR Analytics. Such HR insight has become a growing focus in recent years & rightly so, in my opinion. Both from the perspective of recruiting & retaining analytics talent, plus the potential for analytics to optimise key HR processes or decisions. However, as I’ve spent more time this month meeting with analytics leaders from different organisations, it.. Read More

Can FinTech have anything to do with Customer Insight?

Hot on the heels of my last post, recommending you reboot your thinking after your summer holiday, here’s another. Both another post & details of another event. For those of you more interested in the emerging world of FinTech & what that could mean for customer experience, read on. Earlier this year, I was approached by the FinTech Network to help create an event that brought together FinTech or InsureTech innovators.. Read More

Could you be more visual, better optimised & less tech-led?

Within this month’s theme of database marketing, we also want to consider related customer insight developments. These include ways other insight skills can help. For example with problems like getting your multi-channel interactions optimised. As we’ve shared before, Holistic Customer Insight is much more powerful. It benefits from the synergy of using data, analytics, research & database marketing together. Previous posts have focussed on how this approach helps proposition development or.. Read More

Innovative thinking in research supports insight generation

To accompany our recent 2 part series, on how to generate deeper insight for proposition development, here we review some of the innovative thinking within the research community that can help. Unlike the caricature of market/consumer research as outdated compared to Data Science, research blogs & events showcase something quite different. Reading some of the wealth of material out there, I see a community that’s both evolving & thinking more deeply.. Read More

Why data lakes, what you wear & your tools all matter

Perhaps, like me you’ve been a late comer to believing there is anything in buzzwords like Data Lakes? Along with all the hyperbole surrounding Big Data & the Data Science, it’s easy to write-off a whole new language because of some over-selling. It’s also been galling, for those of us who have been working in data analytics for decades prior to it becoming fashionable, to put up with listening to.. Read More