helping you master customer insight leadership

Bringing it to life, from blue sky ambition to operational execution

bringing to life

Closing off our series focussed on delivery & execution, in this post we focus on bringing it to life.

By that we mean how to move from inspiring strategy to practical execution. How to bridge what is all too often a chasm between fine theory & messy reality.

To guide us we need a fearless pragmatist, so I’m delighted to welcome back the author of When a Customer Wins Nobody Loses. Gerry Brown is Chief Customer Rescue Officer at The Customer Lifeguard & has shared his CX wisdom with us in several past posts.


You can lead a horse to insights but you can’t make it execute


Continuing our popular series on how to deliver or execute on insights, I’m delighted to welcome back guest blogger Annette Franz.

From her experience as a CX leader, advisor & blogger, she knows the critical need for customer insight & understanding to guide CX. You may recall that Annette has shared with us previously on Voice of Customer programmes & how to become a data-led business.

So, I’m pleased to read that she has turned her attention to the challenge of getting people to act on insights.


The vital need for accountability to deliver Customer Insight


As we continue our focus on execution and delivering insight, let’s turn our attention to the need for accountability.

I was reminded of the vital need for this in teams when reading a post for CX leaders from Ian Golding. Ian is an international CX specialist, speaker & blogger. He previously shared his research on the state of Customer Centricity.

So, I’m delighted to welcome Ian back to share on the need for Customer Insight leaders to ensure accountability. He is sharing his post focussed on Customer Experience (CX) leaders – but the principle is just as true for Customer Insight, Analytics & Data Science leaders. So, I hope you find it relevant.


How to avoid stakeholder disappointment when you deliver your analysis


Have you experienced senior stakeholder disappointment, or at least lack of enthusiasm, when you present your analysis?

I know it’s an all too common experience for analysts, data scientists and their leaders? Why is that? What has gone wrong?

To help us explore that, I’m delighted to welcome back guest blogger Harry Powell. Harry is the Director of Data & Analytics for Jaguar Land Rover. He has shared with us before, both on solving the Productivity Puzzle and what he learnt from an Alan Turing Society lecture.


Can you solve the Productivity Puzzle for Analytics teams?

Productivity Puzzle

Many data & analytics leaders face something of a productivity puzzle.

Often they have joined a new business or inherited a team & are unsure how to improve productivity. Individuals appear to be working hard, but progress can be slow and quality questionable.

If this is not addressed then it can become toxic to the team’s reputation in that business. People soon learn where to go to “get things done” and if that is not seen as the Data/Analytics/Insight team then they will go elsewhere.


What tools are in a good analyst toolbox? (part 2 = people skills)

good analyst toolbox

Continuing Martin Squires series on the tools that should be in a good analyst toolbox. In part 2, Martin moves on to focus on the people skills that are needed.

I use the term people skills for a couple of reasons. Firstly, there has been some online outrage at the over use of the term Softer Skills. Secondly, because the skills that Martin lists are very people-centric. That alchemy of attitude and interpersonal interactions that can make all the difference.

So, back to Martin to share what has has found is important amongst the many analysts he has lead. It may be many years since Martin has been a “hands on” analyst, but like me he has had many years to spot what makes the difference between analysts who flourish or fail. It is rarely the technical skills.


What tools should a good analyst have in their toolbox? (part 1 = technical)

their toolbox

Continuing our theme of tools for analytics teams, what tools should analysts have in their toolbox? It’s a broad question and one with diverging views. So, I am delighted to welcome back a guest blogger who doesn’t shy away from controversy.

Martin Squires is a very experienced Analytics leader, whom I’ve previously interviewed in our audio series. He has also posted before on why he disagrees with the use of Business Partners (a view I countered here).

I hope this post might be the start of a series of perspectives. But, for now, over to Martin to share his wisdom on what should be in your toolbox