helping you master customer insight leadership

Employee-centric culture, a CX leader shares a lesson learnt

employee-centric culture

Continuing our series of leaders sharing lessons learnt, a CX leader shares on an employee-centric culture.

Annette Franz is a one of our regular guest bloggers, here on Customer Insight Leader blog. Annette has shared before on her recommended (Weology) book, data strategy and becoming a leader.

In this post, she reflects on her own experience of an employee-centric culture. How she learned how important that was & the positive impression it has left on her years later. (more…)

Team Mission: a leader’s experience of why you need one

team mission

Continuing our theme of leaders’ lessons learnt from experience, lets turn to having a team mission.

In this post our regular guest blogger, Tony Boobier, shares one of his most important lessons learnt. This complements our previous posts on personal goal setting and which goals might be suitable for insight leaders.

Here, Tony turns his attention to the team as a whole. How can a mission be created that is central to everyone’s thinking? How can a leader manage that mission, with effective prioritisation & communication? (more…)

Audio Interviews with Customer Insight Leaders: Jason Bartram

Jason Bartram

Here’s another of our audio interviews, with senior Customer Insight Leaders, this time it’s Jason Bartram.

It was enjoyable to interview Jason, a man who has clearly found a role that matters to him and society. Like many other leaders he sort of fell into this line of work, but there are some interesting lessons from his career journey. His role, as Head of Resource Planning at the Ombudsman Services, also useful extends our interviews into other analytics leadership roles in other types of organisation.

In this interview we discuss his current role and career path, including lessons learnt in the hotel trade. He has a great anecdote involving the then Home Secretary and a fight in the kitchen. Jason also explains the importance of developing resilience as a leader and how different roles have helped him develop(more…)

Audio interviews with Customer Insight Leaders: Martin Squires

Martin Squires

Here’s another of our audio interviews, with senior Customer Insight Leaders, this time it’s Martin Squires.

It was great to interview Martin, who is always witty as well as a very experienced analytics leader. After over a decade leading analytics for Walgreen Boots, he is now Director of Data, Insight & Analytics for HomeServe.

In this interview we discuss career paths, recruitment of analysts, the skills needed by analytics leaders and where they should focus (plus chickens, cricket & football along the way)! I’m sure you’ll find this interview a useful reminder of reality, behind all the hype about these roles. (more…)

Audio interviews, with Customer Insight Leaders: Norma Dove-Edwin

audio interviews

Today, we are launching a new feature for this blog, audio interviews with Customer Insight Leaders.

I am delighted, to kick-off this new addition, with the help of Norma Dove-Edwin. She is the CDIO (more about that title in our interview) of Places for People Group.

In this interview we discuss job titles, the role of a CDO (or CDIO), GDPR and her experience of achieving compliance. Following on from our series of blog content & GDPR related resources, I’m sure you will find this interview a useful real-world example of where to focus. (more…)

View from the top on GDPR impact: Chief Privacy Officers

Chief Privacy Officers

As we have now all survived #GDPRday, I thought it might be interesting to hear the views of Chief Privacy Officers.

This post is intended as the first of a few, sharing interviews with senior leadership roles. Those roles with greatest responsibility for GDPR & involvement in continued work to achieve full compliance.

To start, as we make our way around the pantheon of today’s C-Suite roles, let’s start with the one most aligned with GDPR. Beyond just creating DPOs, as required of some organisations, a number of businesses have chosen to create the job title Chief Privacy Officer (CPO). (more…)

Business lessons, from GDPR, as just another external change

business lessons

With so much focus on the detail of GDPR, let’s take some time to look at the business lessons from this external change.

Whatever the size of your business, the world around you changes & you need to be able to adapt. Regulation is just one of those key drivers of external change.

So, to help us reflect on the business lessons from preparing for GDPR, I’m delighted to welcome back guest blogger William Buist. William mentors & advises business leaders, helping them get greater clarity. So, he is well placed to lead us through this business focussed review. (more…)