helping you master customer insight leadership

Is Pharma now learning from FS about Customer Insight?

Pharma learning from FS

After previously sharing on FS firms & Retailers learning from each other, it’s interesting to see in CX Magazine how FS firms are sharing CX lessons at a conference for Pharma. Perhaps sector cross-pollination of ideas is back in fashion? Could this be needed as firms refocus their strategies for growth? Other sectors learning from FS is surely an encouragement to those of you who are customer leaders within FS firms… Read More

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

Learning about Customer Analytics in Financial Services #CAI2015

#CAI2015

Well, after much publicity, it’s good to have finally experienced Customer Analytics & Insights for Retail Financial Services 2015 (helpfully shortened to #CAI2015). It was a very enjoyable event and one I would recommend to those wanting an oversight or leadership perspective on what others are doing in this space. Speakers did not get into the level of technical detail which some analysts might expect, but customer insight leaders found.. Read More

Free chapters from Outside In for you to download

One of the things I’ve heard you’d value is also having opinion published here from other authors. So, I’ve created a new section called “Others” to provide opinion and resources that I find online and think you’d value. I will also publish offers for free stuff whenever possible. As a first entry, I’m sharing a link to follow-up on the positive book review that I posted for “Outside In”. Since.. Read More

Redesigning Customer Experiences from the Outside In

This book has a dull cover and lacks any colour graphics within its pages. So, if you spot it, you might not be enthused. However, persistence is rewarded, as there is much customer experience and customer insight leaders can learn from this book. Written by a couple of leaders at Forrester Research, it provides the reader with an overview of everything to consider in order to improve customer experiences. As anyone who.. Read More