helping you master customer insight leadership

Insights from FS firms sharing on CX at #CXCEU2018

Insights from FS firms

This week, I was delighted to attend FinTech Network’s #CXCEU2018 event. It’s the third year running that I’ve been part of this meeting. It brings together FinTech startups & established FS firms, to focus on CX.

As I’ve shared from previous years. this often helps highlight the need for customer insight to guide innovation. Despite the media focus on FinTech or InsurTech startups being all about new technology, analytics & insight can be more important. (more…)

Data Leaders Summit 2018 – debrief on the grand finale

Data Leaders Summit 2018

Let’s continue my debrief from chairing the Data Leaders Summit 2018 in Barcelona.

It has been impressive that, even after a late night of consuming beverages, attendance & participation has still been high. Data Leaders are clearly a hardy bunch!

All joking aside, the quality of both the speakers & audience questions have shown why this event is worth attending. Plus, the mix of keynotes, interviews, panels & workshops have kept the content fresh. 20 minute sessions (including Q&A) also help focus the mind.

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Data Leaders Summit Europe 2018 – Day One

Data Leaders Summit Europe 2018

As promised, I am taking a break from chairing Data Leaders Summit Europe 2018, to share with you.

Once again, this year’s summit has been a really useful event. Numbers of attendees have doubled, so they must be doing something right.

The advice I give the audience when I chair such events, is to identify just one thing they will do differently as a result of hearing each speaker. I will expand a little on that, dear reader, but only to share 3 points that struck me from each session. (more…)

Two useful events to consider attending this month

useful events

Francesco’s great debrief on the “Rise of AI” conference in Berlin, heralds a month focussed on useful events.

I will be sharing details of events that I consider worth attending & later this month also posting debrief summaries from those useful events.

Both of these events are ones that I will be personally attending, so can vouch for. As I’ve encouraged previously, consider carefully which events will provide real value to you. Avoid the mega conferences where size can replace relevance for you. I recently heard a speaker compare these to the “supermarket sweep” of events, with their focus on exhibition stands & giveaways. For me, I’m afraid that includes large events like Technology for Marketing & Big Data London, both of which I will be avoiding. (more…)

Sharing takeaways from the Rise of AI conference, Berlin 2018

Rise of AI conference 2018

Building on the lessons we learnt from Tony Boobier’s book on AI & work, let’s hear more about the Rise of AI.

At the start of a month when I will be chairing and attending events, I was delighted to receive Francesco Corea‘s debrief. In this post, he shares his learning journey while attending the Rise of AI conference in Berlin.

Francesco has shared before his overview of the InsurTech sector, so it’s great to read these about wider AI applications.  A number of Francesco’s lessons learnt echo warnings from Tony’s book. They also confirm the needed convergence of technologies, that I’ve shared before on blockchain. (more…)

Why consumer research is like fashion, and the role of your staples

research is like fashion

I didn’t realise consumer research is like fashion, but a webinar helped me see it & value “old staples“.

Given topical concerns, about gender balances in work, it was interesting to experience a female bias. Joining a useful webinar, hosted by Quirks and with speakers from 2020 Research, I began to feel out-of-place.

Our hosts were women (I’d say younger, but most people are beginning to feel younger to me) & audience was mainly female.

What helped me get a feel (for what it must be like for women in male dominated events), were the analogies. Focussed on the topic of why old research methods are still relevant, the analogy was the world of fashion. I lost track of the number of times older research methods were compared to the staple of “the little black dress“. The analogy worked well, but much of the language used reminded me how unaware I can be of gender bias in content. A useful reminder. (more…)

Divided opinion & common themes, on applying AI, from #FSFConference

AIYesterday morning, I had the pleasure of joining (maybe almost 100) FS leaders to talk about AI.

The event was the annual members conference of the Financial Services Forum. Held at the BT Centre in London, it was a great opportunity to hear from both futurologists & practitioner leaders.

What interested me at this event was both the different emphasis (almost to the level of divided opinion), as well as common themes. I would, simplistically, separate them into the ambitious technophiles & the commercial savvy customer insight leaders.

Now, the FSF Club operates on Chatham House rules, so I won’t be quoting any one person or organisation directly. But, sufficient to say, I firmly align myself with the insight leaders, in contrast to continued AI over-hyping. Here are my recollections, of key points that landed with me. I hope you find them useful. (more…)