helping you master customer insight leadership

It’s the most wonderful time of the year, to review your story

review your story

Is this the time of year when you review your story? Perhaps you expected me to say appraise your performance, or review your goals?

Under traditional performance management systems, end-of-year can be full of interpreting metrics. How can you present your performance this year in the most favourable light?

But I wasn’t talking about ‘spin‘, rather a different kind of review. Over recent years, my leadership coaching practice & CPD has taught me a great deal. Specialisms like Gestalt Coaching and Narrative Coaching have given me a fresh perspective. (more…)

Audio interviews with Customer Insight Leaders: (6) Ryan den Rooijen

Continuing our series of audio interviews with customer insight leaders, this time it was Ryan den Rooijen.

Ryan leads Dyson’s Global Data Services organisation, who work on transforming the company’s analytical capabilities. From manufacturing to marketing, their work spans the breadth of Dyson. Previously, Ryan spent four and a half years at Google, where he led the development of the global sales analyst curriculum. Most of his work involves the practical application of big data analytics – impact, not buzzwords.

This was a fabulous interview, clearly revealing Ryan’s experience. I can see why DataIQ has repeatedly named him one of the most influential people in today’s data-driven businesses. As Ryan mentions during our chat, he also completed an MSc in Social Science of the Internet at the University of Oxford. (more…)

How 15Five used Employee Insight to guide new software innovation

employee insight

This post shares how a software has been developed in response to extensive employee insight.

We have shared before how crucial employee engagement & motivation are to achieving CX goals. The opportunity for HR Analytics also needs to be guided by a good understanding of what matters to your teams.

So, I was delighted to be approached by David Mizne, editor of award-winning 15Five blog. Having seen our focus on insight, he shared this guest post with me. I could see the relevance of their research findings to many leaders, so am happy to publish this. (more…)

Audio Interviews with Customer Insight Leaders: (5) Elsbeth Kottelenberg (UBM)

Elsbeth Kottelenberg 1

Time for another of our audio interviews with Customer Insight Leaders, this time it’s Elsbeth Kottelenberg.

This is another good conversation with a leader, in a different sector again. UBM is a global events company, with Elsbeth supporting Pharma events around the world. She also differs from previous interviewees through her background in qualitative research.

During this interview we discussed her career to date, some segmentation projects within UBM, the challenges of retaining analysts & evidencing ROI. It was interesting to hear from a leader who not only has market research experience but is managing data analysts. That prompted us to talk about the convergence of analytics & research, as we’ve shared before.

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Machine Learning ethics (2) can you design ethical behaviours?

Machine Learning Ethics

Continuing our series of two posts on the topic of Machine Learning Ethics.

In part two of his series on this topic, guest blogger Francesco Corea, moves on to consider moral accountability. How might an accountability, to act in an ethical way, be codified into algorithms or complete machine learning products?

Drawing on sources as diverse as the World Economic Forum & MIT Technology Review, Francesco guides us through some of the issues. he is pragmatic about where there are not yet easy answers, but also helps us to consider the challenge of liability. (more…)

AI ethics (1) Machine Ethics and Artificial Moral Agents

AI ethics

Time for us to consider AI ethics, not just AI developments.

Continuing our focus on themes that emerged at recent Data Leaders Summit, let us consider the AI ethics problems posed by this developing capability.

This builds upon our recent post about the emergence of Product Manager roles within Data Science teams. Another key theme at that event, was the need for Data & AI Ethics. A debate on this at the close of the summit could have run for much longer. (more…)