“We use R” is a comment I used to only hear from recent graduates or some analysts working in the public sector. Both these sectors appeared to more readily accept open source software. But this does appear to be changing, over recent years I have heard a few commercial organisations share their interest in saving licence fees and moving to R for their analysts. Are you one of them? Do.. Read More
Explaining the benefits of analysts or data scientists being good storytellers. How this structures their findings & communicates more effectively.
It has been interesting, that after several years of excitement around the topic of “gamification”, this year more commentators have suggested that it’s “game over”. I certainly agree that this concept has moved through the Gartner hype-cycle, into the wonderfully named “trough of disillusionment”. However, that is the springboard for entering into the stages of pragmatic realism. My experience is that it is often once technologies or ideas reach this stage that.. Read More
Since my own experience, of piloting customer treatments based on Behavioural Economics (BE) hypotheses, I have been fascinated with the subject. Having spoken at a number of Chartered Insurance Institute events and written for their Journal on the subject, I know many insurers share this interest. This is not surprising, given the pubic pronouncements by the Financial Conduct Authority (FCA). They are clearly expecting Insurers to engage, not just with.. Read More
An appeal to those arguing the relative merits of NPS and CES to remember what was learnt from NPS ‘wars’ – it’s what you do with it that counts.
A book review of “Outside In” by H Manning & K Bodine. Explaining the benefits of this book and how insight/CX leaders can redesign customer experiences.
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