helping you master customer insight leadership

Why data lakes, what you wear & your tools all matter

Perhaps, like me you’ve been a late comer to believing there is anything in buzzwords like Data Lakes? Along with all the hyperbole surrounding Big Data & the Data Science, it’s easy to write-off a whole new language because of some over-selling. It’s also been galling, for those of us who have been working in data analytics for decades prior to it becoming fashionable, to put up with listening to.. Read More

Why insurance firms need a new vocabulary

Everyone wants to improve the customer experience, but look at the vocabulary insurance firms use. Many words are opaque, and some are even offensive. So, I’m pleased to welcome Paul Carroll (CEO of InsuranceThoughtLeadership.com) as our latest guest blogger. In his first guest blog post for us, Paul shares examples of this customer unfriendly vocabulary & why these need to change: Lots of industries face criticism because they talk the talk.. Read More

Colliding with a big conversation about Data Science

Yesterday I had the pleasure of attending Scotland’s first “collider” event for Data Science. Data Talent Scotland brought together over 400 from the worlds of academia & commerce to talk Data Science & improve understanding of one another. Scotland is blessed with a rich source of Data Science courses & supporting universities (11 Masters courses in Data Science alone). There are also plenty of students on these well attended courses,.. Read More

Coaching Conference with rich resources for your solutions

The 3rd Welsh Coaching Conference, held at Cardiff City football ground, was a great success and even more useful than last year. As a small business, it’s always a challenge to prioritise personal development, but attending this event was the right decision. It seems I’m not alone in thinking that either as the number of coaches attending had almost double this year. We were all treated to a packed agenda,.. Read More

What data trends do you predict? No reacting now.

What data trends are you seeing in customer data, information & insight? Guest blogger, Simon Norie from Custerian, returns to Customer Insight Leader to share his thoughts on such data trends: Moving from Management Information to Customer Behaviour We used to simply report what had happened against a target/benchmark. There is still a role for this type of passive, historical measurement as they play a part in ensuring you remain.. Read More

How to engage Customer Experience with Big Data

How do Customer Experience leaders see the role of data? What common cause could Insight leaders have with their CX peers’ data needs? To help us answer that question, I’m delighted to welcome back guest blogger & friend of CustomerInsightLeader, Annette Franz. Here’s her perspective from a career spent shaping better customer experiences: What is big data? and how is it used to deliver a great customer experience? “Big data”.. Read More