helping you master the people side of data & analytics

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.. Read More

Weology part 2 – how to go about changing culture to We

changing culture

Let’s return to Weology and the challenges the author, Peter Aceto, faced in changing culture. It has been great to hear that many of you have found our month focussed on books to be helpful & are reading more. A number of our regular guest bloggers have been joining you, so expect more book review blog posts to extend beyond this month. As Michael Hyatt is fond of saying, “a.. Read More

Guest Post: Does it pay to listen to the voice of the customer?

I’m delighted to finally share our first guest blog post, here on Customer Insight Leader. Hopefully the first of many more, from writers on┬ácustomer insight & those using such insights. Annette Franz takes the stand as our first guest blogger, with this reminder that listening to your customers is worth it: That’s probably a silly question, but I don’t feel bad reminding anyone of the answer!

How to get back to Customer Centric as the point

After so much media attention to the terms Big Data, Predictive Analytics and Data Scientist, I’m pleased to see that attention is returning to topics like being “Customer Centric“. Without cultural change within most organisations, ever more sophisticated use of data & analytics will just make them more efficient at irritating the customer rather than actually improving those vital relationships. Despite the fact that Big Data still dominates Google searches….. Read More