Why do some customer insight teams have a better internal reputation than others? Did some insight leaders just get lucky, with a great culture & receptive directors? If so, then it appears many did not get so lucky. I say that because lack of internal influence, being neglected or treated as just a service function – these are common concerns raised in coaching sessions with insight leaders. Ironically, given that.. Read More
Guest blogger Gerry Brown shares the benefits of personalisation & personal service. How to make it personal & so make it last! Part 1 of 2 posts.
Over many years creating, leading or advising insight teams, I’m often surprised which analytics has the most impact. Often it’s not the most technically complex, nor the one identifying the largest potential profit opportunity, that results in greatest engagement & action. Most ‘bang for your buck‘, more often lies in the ‘right timing’. What I mean, by that phrase, is analytics that was shared at the right time (when that challenge or opportunity is ‘front of.. Read More
Given the interim results of our recent survey, I thought it might be helpful to share some content; on less common analytics methods & applications. It was striking, when looking at those early results, that certain uses of analytics methods were rarer than expected. So, using that as my initial challenge, I’ve been trawling the wealth of analytics blogs (to see who is sharing relevant content that might help). Here are.. Read More
Round-up of interim results from our analytics poll, on real world usage of analytics (especially in Financial Services). How does your usage compare?
With the votes coming in from our latest analytics poll, I thought we’d focus next on some case studies, of ways analytics is being used in other sectors (beyond Financial Services). It’s good to see active voting in that analytics poll. Hopefully participation will be high enough for me to publish at least interim results later this week. So vote now if you haven’t yet! Meanwhile, let’s look at what other.. Read More
Sharing a conversation on insurance customers’ experience, I’m delighted to welcome back Paul Carroll. Paul is CEO of Insurance Thought Leadership & in this guest post shares an insightful conversation that came out of one of his webinars. Over to Paul… I want to share what I found to be some keen insights from a webinar I hosted with executives from Capgemini, Salesforce & Donna Peeples, a member of our advisory.. Read More