helping you master customer insight leadership

Data Leaders Summit Europe 2018 – Day One

Data Leaders Summit Europe 2018

As promised, I am taking a break from chairing Data Leaders Summit Europe 2018, to share with you.

Once again, this year’s summit has been a really useful event. Numbers of attendees have doubled, so they must be doing something right.

The advice I give the audience when I chair such events, is to identify just one thing they will do differently as a result of hearing each speaker. I will expand a little on that, dear reader, but only to share 3 points that struck me from each session. (more…)

Two useful events to consider attending this month

useful events

Francesco’s great debrief on the “Rise of AI” conference in Berlin, heralds a month focussed on useful events.

I will be sharing details of events that I consider worth attending & later this month also posting debrief summaries from those useful events.

Both of these events are ones that I will be personally attending, so can vouch for. As I’ve encouraged previously, consider carefully which events will provide real value to you. Avoid the mega conferences where size can replace relevance for you. I recently heard a speaker compare these to the “supermarket sweep” of events, with their focus on exhibition stands & giveaways. For me, I’m afraid that includes large events like Technology for Marketing & Big Data London, both of which I will be avoiding. (more…)

Sharing takeaways from the Rise of AI conference, Berlin 2018

Rise of AI conference 2018

Building on the lessons we learnt from Tony Boobier’s book on AI & work, let’s hear more about the Rise of AI.

At the start of a month when I will be chairing and attending events, I was delighted to receive Francesco Corea‘s debrief. In this post, he shares his learning journey while attending the Rise of AI conference in Berlin.

Francesco has shared before his overview of the InsurTech sector, so it’s great to read these about wider AI applications.  A number of Francesco’s lessons learnt echo warnings from Tony’s book. They also confirm the needed convergence of technologies, that I’ve shared before on blockchain. (more…)

The future of AI and your working life – start planning

future of AI

The future of AI & threat to our jobs is a popular topic for news recently. But here is a positively helpful book to help you respond.

Unlike so much that is written on this topic, Tony Boobier‘s latest book focusses on a positive response. It also investigates the implications of AI at a deeper level than most analysis.

Whilst many books have been written that focus on explaining AI, or focussing on the technology, this book focuses on jobs. Tony includes extensive research and careful analysis. He takes us through most sectors, to understand opportunities & threats. (more…)

Avoiding wrong statistics, measure what matters to customers (part 2)

matters to customers

This is part 2 of Gerry Brown’s series on baseball, I mean why you need to measure what matters to customers.

As we heard in part 1, it is all too easy to go with crowd and just measure what others businesses value (you can decide if that’s NPS).

Gerry’s advice builds on our month of advice about applying analytics. Annette Franz shared why predictive analytics matters for CX leaders. Peter Abraham shared why better measurement of marketing effectiveness needs to precede media spend. (more…)

Lies, damn lies & the wrong statistics, measuring what matters, part 1

wrong statistics

Building on this month’s focus, the reality of applying analytics in businesses, let’s tackle the issue of the wrong statistics.

False comfort can be achieved by completing analysis or implementing metrics that look useful but are misleading. In the field of CX especially, you need to be careful what you measure.

So, on this topic I am delighted to welcome back guest blogger Gerry Brown. He has extensive hands on experience of improving customer experiences. We’ve heard from Gerry before on Big Data, the benefits of personalisation & at the Royal Albert Hall. (more…)

Don’t neglect the political dimension of applying analytics or insight

political dimension

To complement recent advice from our guest bloggers, let’s consider the political dimension of applying analytics in business.

Annette & Peter have shared useful tips on applying analytics for both CX & Marketing. However, unlike the classroom, advancing such use of analytics in business always involves politics.

Over the years, as well as protecting technical stars from performance management systems, I have often had to mentor them on politics. There can be a tendency for analysts to be idealistic & naive when it comes to the political dimension of office life. (more…)