helping you master customer insight leadership

Weology, the benefits when We comes before Me – part 1 of 2

Weology

Continuing our month focussed on books, our guest blogger Annette Franz returns, to share an interview on Weology.

When reviewing a book, it is always a bonus to have opportunity to talk to the author. So, I’m delighted that, in this 2-part series by Annette, she not only reviews the key points made in “Weology: How Everybody Wins When We Comes Before Me“. She also interviews the author, Peter Aceto, CEO of Tangerine Bank. (more…)

Data Science collaboration between universities & businesses = Scotland

collaboration between universities & businesses

As a break from our focus on books, I want to return to the topic of Data Science collaboration between universities & businesses. When it works well, it can make such a difference to both students’ development & business talent pipelines.

In many ways the topics are not disconnected. Books, like collaboration between universities & businesses, are conduits to learning & mutual understanding. To be strategic, analytics leaders need to think about long-term people development plans, not just annual PDPs.

The prompt (to me sharing this plea), was the latest press release from MBN Solutions. I share it in full below (with my comments), as it shows what is being achieved in Scotland. We’ve mentioned before the positive progress being achieved by Data Lab, MBN and others. (more…)

Learning together at CIM Wales Analytics Masterclass 2018

CIM Wales Analytics Masterclass

Back from holiday, I spent a very enjoyable & informative day at CIM Wales Analytics Masterclass.

This event was held at Glamorgan County Cricket Ground (SWALEC Stadium) in Cardiff. A great venue for food & facilities. It was a well organised day, benefitting from the enthusiasm and professionalism of CIM team and Sameer Rahman (organiser & Chairman of CIM Wales).

Gavin Davies (Vice Chair of CIM Wales) was master of ceremonies, and helped both summarise themes from each talk and keep the questions coming. (more…)

Why it is still worth you being provoked, by Re-Imagine

Continuing our monthly theme, of book recommendations, here’s a short review to tempt you to Re-Imagine.

Having mentioned, to our regular guest bloggers, that I was focussing on books this month – Tony Boobier suggested this one. Having heard Tom Peters live a couple of times, I can attest to him having a Marmite style. He certainly has shaken up some stuffy corporate group-think, and rightly challenged some urban myths. (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…)

When a Customer Wins, Nobody Loses… no, honestly

customer wins

Continuing our month focussed on book recommendations, let me share one about how the Customer Wins.

These topics are not disconnected from last month’s GDPR topic. As we’ve shared before GDPR should be a positive customer benefit. As well as being a business benefit, when approached in the right way, GDPR is at root about empowering people/customers.

But, more widely, all is still not well in the CX garden. Despite what feels like a lifetime of various Customer Experience events, books & consultants – all too often we still experience bad service. (more…)

7 Habits, that are still as relevant, for today’s Highly Effective Leaders

7 habits

One of the few Leadership books that I have come back to time & time again, is “The 7 habits of Highly Effective People“.

Perhaps, alongside classics from writers like Dale Carnegie or Peter Drucker, this book by the late Stephen Covey, is one you’ve heard of. It might have been mentioned to you, from time to time, over many years.

Did you intend to read it once, but have never gotten around to it? Well, if so, let me encourage you, that it is still very relevant. As with all books truly worth the honorific of being “a classic“, it outlines timeless principles, that still work in business life today. In fact, perhaps even more so. (more…)