conversation about maximising value from customer insight

Where should your firm focus for 21st century growth?

Having spent a number of weeks speaking at, or chairing, various industry events – I’ve become aware how much focus there is on technology. FS firms in particular appear nervous about rise of FinTech/InsTech & convinced they should focus on digital & technology for growth. Is that right? Does success & sustainable growth come from that focus? In response, I want to share a two-part blog post, based on a.. Read More

What are your goals for Customer Insight success in 2016?

It’s that time again, when we ask for your goals for Customer Insight success this year. Last year, you voted fairly consistently for two priorities to deliver in 2015. First, was a measurable commercial difference in your business that could be attributed to Customer Insight, e.g. demonstrate value-add. Second, was to make time for your own leadership development, or as Stephen Covey would put it, “Sharpen the Saw”. Both these made good.. Read More

Are softer skills for analysts being neglected?

Are you neglecting the development of softer skills in your analysts? Talking to Customer Insight Leaders recently, including at the very pleasant DataIQ Talent Awards, it would seem they are. When sharing the experience of Laughlin Consultancy, that training for analysts in softer skills is our most popular service this year, all these leaders are not surprised and agree they are needed. If there is such widespread support for the idea, why.. Read More

Poll: What’s your biggest barrier?

For a previous poll, in answer to the question “which support service would you choose?”, your most popular choice was training for customer insight teams. The joint next choices were, a capability health check, or bespoke consultancy. This is coupled with 88% of you confirming that in an “ideal world” you would seek external help. Since May, I’ve spoken at five different customer insight related conferences, and  the questions asked during.. Read More

Poll: Interim results

Firstly, the normal health warning on these being only interim results. There are not yet sufficient votes with which to draw robust conclusions (hence the metaphor of a deserted Southwark station). That said, with just over 80 votes now in, the initial results of our “What do you see?” survey of customer insight leaders is showing some interesting results. With regard to the scope of the term “customer insight” almost all voters view this as covering.. Read More

How are you navigating the leadership pipeline?

It’s unusual for me to recommend a book that I don’t consider that well written, but Leadership Pipeline is such a book. The reason for my recommendation is this book effectively covers a key challenge for leaders & organisations. It also introduces a really useful model and set of tools. My criticism is only the writing style. Perhaps I’ve spent too many years enjoying well crafted prose in fiction but.. Read More

Event: More Behavioural Economics at a Cricket Ground

Following my presentation at Edgbaston, last week I also presented at the Gloucestershire County Cricket ground in Bristol. Clearly the CII favour the view over a green for their regional market forums. Anyway, it was another opportunity to share my thoughts on Behavioural Economics and why it matters for Insurers. Another positive response and good engagement from a mixture of insurers, brokers and related agencies; which promises well for this.. Read More