helping you master customer insight leadership

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…)

The future of AI and your working life – start planning

future of AI

The future of AI & threat to our jobs is a popular topic for news recently. But here is a positively helpful book to help you respond.

Unlike so much that is written on this topic, Tony Boobier‘s latest book focusses on a positive response. It also investigates the implications of AI at a deeper level than most analysis.

Whilst many books have been written that focus on explaining AI, or focussing on the technology, this book focuses on jobs. Tony includes extensive research and careful analysis. He takes us through most sectors, to understand opportunities & threats. (more…)

Avoiding wrong statistics, measure what matters to customers (part 2)

matters to customers

This is part 2 of Gerry Brown’s series on baseball, I mean why you need to measure what matters to customers.

As we heard in part 1, it is all too easy to go with crowd and just measure what others businesses value (you can decide if that’s NPS).

Gerry’s advice builds on our month of advice about applying analytics. Annette Franz shared why predictive analytics matters for CX leaders. Peter Abraham shared why better measurement of marketing effectiveness needs to precede media spend. (more…)

Lies, damn lies & the wrong statistics, measuring what matters, part 1

wrong statistics

Building on this month’s focus, the reality of applying analytics in businesses, let’s tackle the issue of the wrong statistics.

False comfort can be achieved by completing analysis or implementing metrics that look useful but are misleading. In the field of CX especially, you need to be careful what you measure.

So, on this topic I am delighted to welcome back guest blogger Gerry Brown. He has extensive hands on experience of improving customer experiences. We’ve heard from Gerry before on Big Data, the benefits of personalisation & at the Royal Albert Hall. (more…)

How to acquire customers? Burning media cash isn’t the answer!

to acquire customers

Continuing our theme of applying analytics, following Annette’s focus on CX, what about how to acquire customers?

After Customer Experience (CX), Marketing is perhaps the most popular business area for applying analytics. However, as we have shared before, measuring the effectiveness of your marketing has become more complex.

So, how should analytics or insight leaders help Marketing teams to acquire new customers? Well, to help us explore that topic, I am delighted to welcome a new guest blogger, Peter Abraham. Peter works with Ben Salmon, one of our regular guest bloggers, at the delightfully named agency We Are Crank. He is also author of Building the Agile Business Through Digital Transformation. (more…)

Prescriptive Analytics and why it matters for improved CX

prescriptive analytics

Returning to the theme of applications of analytics, I’m delighted to shift our focus to prescriptive analytics.

Whether you recall the heydays of CRM & Next Best Action rules/models, or are coming to this topic afresh as an analyst, the demand for a direction is growing. Businesses & leaders need to make the right decision & take action, not just focus on the past.

For that reason, to kick of our focus on applications of analytics, I’m delighted to welcome back regular guest blogger, Annette Franz. In this post she shares why CX leaders need prescriptive analytics in their toolbox. (more…)