has been created to inform and support customer insight leaders. It will include regular updates on topics for such a challenging role. That is, a customer insight leader in today’s business. To date these include opinion pieces,  event news, book reviews and interactive polls.


  • Independent
  • Interactive (please share your views and use the polls)
  • Inclusive (sharing best practice for all)
  • Informative (as customer insight becomes mainstream)

Our Chief Blogger is Paul Laughlin, here’s his background:

Paul LaughlinPaul has over 20 years experience of leading teams to generate profit from analysing  data. Over the last 12 years he’s created, lead and improved customer insight teams across Lloyds, TSB, Halifax and Scottish Widows. He’s delivered incremental profit of over £10m pa and improved customers’ experiences.

One of his specialisms is combining different technical areas into one holistic team, to deliver insights that can be acted upon to realise value.

Leading Customer Insight at the UK’s largest “Bancassurer”, he changed the role of Insight from being a reactive service into proactively shaping strategy. This meant guiding product & marketing teams, pioneering the use of behavioural economics and being a voice of the customer to the CEO and his top team.

Paul now works with organisations to help them realise more value from their customer insight teams. He coaches & mentors insight leaders, measures capability, guides strategy and transfers knowledge.

His work leaves teams enabled to drive valuable actions from insight themselves.

For more information about Paul or any of our content, please use Contact.