helping you master customer insight leadership

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.. Read More

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.. Read 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.. Read More

How FinTech meets CX and needs Insight in 2017

Another week, another event, this time a FinTech meets CX conference. We’ve shared before that growth hacking, or your future growth plans, need insight & CX leaders, as well as technologists. This event provides an opportunity to bring together all three communities. For the first time in 2016, FinTechNetwork brought together start-ups & incumbents, to focus on Customer Experience. This year, again this is a gathering of those interested in.. Read More

Customer Segmentation in a Cognitive Computing age

As a break between my event reporting, lets return to the theme of customer segmentation. I’ve written recently about the benefit of segmenting your key stakeholders & previously on different approaches to segmentation. To give a different perspective and useful real world experience, I’m delighted to welcome back guest blogger Peter Lavers. Having returned from the SAS Analytics event that he referenced in his militaristic analytics posts, Peter is now.. Read More

Opportunities for insight from location as a dimension in your customer analytics

Location has been a key dimension for analytics for many years. Geographic Information Systems (GIS) and engaging data visualisations have all added to how engaging data with a location field can appear. However, do you just use this data dimension to compare business performance or consumer behaviour at a macro level? Are you really generating customer insights, leading to innovative products or services as a result of thinking deeply about.. Read More

CX leader shares vision of the future for using customer data

Part of the art of data leadership is the collaboration needed with other leaders. How can you partner with others, like the CX leader, to envision the organisation and deploy data/analytics solutions that improve customer experience. Well, rather than me tell you what will work (from my experience on the customer insight side of that equation), let’s ask a CX leader. To do that, I’m delighted to welcome back our.. Read More