helping you master customer insight leadership

Audio interviews with Customer Insight Leaders: (6) Ryan den Rooijen

Continuing our series of audio interviews with customer insight leaders, this time it was Ryan den Rooijen. Ryan leads Dyson’s Global Data Services organisation, who work on transforming the company’s analytical capabilities. From manufacturing to marketing, their work spans the breadth of Dyson. Previously, Ryan spent four and a half years at Google, where he led the development of the global sales analyst curriculum. Most of his work involves the.. Read More

Audio Interviews with Customer Insight Leaders: (5) Elsbeth Kottelenberg (UBM)

Elsbeth Kottelenberg 1

Time for another of our audio interviews with Customer Insight Leaders, this time it’s Elsbeth Kottelenberg. This is another good conversation with a leader, in a different sector again. UBM is a global events company, with Elsbeth supporting Pharma events around the world. She also differs from previous interviewees through her background in qualitative research. During this interview we discussed her career to date, some segmentation projects within UBM, the challenges of.. Read More

What is the customer reaction to GDPR telling us about our data culture?

data culture

It’s been several months now since we’ve talked about GDPR, so has it changed your data culture? Having previously shared 2 blog posts on “how to avoid being bitten on the bum by GDPR“. We also shared posts on a GDPR toolkit & final priorities when nearing the deadline. In the run up to GDPR, I helped a few firms understand and audit their GDPR readiness. So, 6 months later.. Read More

Insights from FS firms sharing on CX at #CXCEU2018

Insights from FS firms

This week, I was delighted to attend FinTech Network’s #CXCEU2018 event. It’s the third year running that I’ve been part of this meeting. It brings together FinTech startups & established FS firms, to focus on CX. As I’ve shared from previous years. this often helps highlight the need for customer insight to guide innovation. Despite the media focus on FinTech or InsurTech startups being all about new technology, analytics &.. Read 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… Read 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.. Read More