helping you master customer insight leadership

Are Business and Sport really different?

At conferences and meetings, one of the topics in which you (customer insight leaders) seem particularly interested is leadership coaching. Once it’s been mentioned in a presentation, that is the most likely topic for me to be asked about in the next break. A few of the points that I’ve made on this are: Coaching does work (over 90% of UK companies now use coaching and the academic evidence for.. Read More

Event: Insurance Data & Analytics 2014

This event organised by Post Magazine was pretty well attended by Insurers and their suppliers. Although the audience was pretty quiet during Q&A sessions after each speaker, there was plenty of time for questions and a good buzz of questions & ideas during the breaks. A good mix of presentations, interviews and panel sessions as well. With apologies to those who my failing memory has overlooked, here are my recollections:.. Read More

Here today, gone tomorrow

Hyperbolic Discounting is one of those names for a Behavioural Economics bias that can put most people off reading further, just because it sounds so technical. However, Tim Harford (always worth a read, or listen on Radio 4) has done us all a favour by applying the theory to the very practical problem which we all share – getting round to those jobs we said we’ll┬ádo tomorrow. It’s a well.. Read More

A cloud won’t protect your modesty

I’m sure we have all heard the news about various famous (and not so famous) celebrities having their iCloud accounts hacked and their nude photos shared on social media. It seems to me there are responsibilities on both sides. Service providers like Apple should review their security and we should all think about the wisdom of saving such personal data in any cloud service. The best article I have seen.. Read More

Why should Behavioural Economics matter to you?

Since presenting at their regional events and writing an article for the CII’s Journal, I’ve continued to hear a demand for more understanding of Behavioural Economics (BE). It appears the majority of insurers have delegated this challenge to their risk & pricing teams and few are engaging actively with their marketing and customer insight teams. I think this is a missed opportunity, not just for better compliance with FCA expectations,.. Read More