helping you master customer insight leadership

How FinTech meets CX and needs Insight in 2017

FinTech meets CX

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

Ethnographic research is still evolving and relevant for business

This week, following another wonderful wedding (my daughter this time), I’ve been thinking about ethnographic research. A variety of circumstances, including the wedding, have meant I’ve reflected on the continued importance of human interaction and the power of observing people. It’s easy, in our increasingly technology-focused world, to assume the future of any industry lies in increasing automation and use of AI to reduce reliance on humans. But, what separates.. Read More

Data Visualisation books – our third set of resources for you

Data Visualisation books

During our month with more focus on Data Visualisation, we should not overlook data visualisation books. I hope our previous posts, focussing on Data Viz blogs and twitter experts have helped your personal development. But, even in this digital age, we should not overlook the power of books. Whether you invest in hard copy or digital versions, the longer form of books often gives opportunity to better structure information for.. Read More

What you want from this blog, results of our 2017 reader survey

Thanks to all our newsletter subscribers, who participated in our annual reader survey. Just over a year ago, we re-branded this blog, based on your feedback. At the start of 2017 it’s time to revisit how well this blog is serving its purpose. As you may know, the stated purpose of this blog is to inform & support customer insight leaders. You can find out more about that and our.. Read More

FinTech conference, why your insight matters more than tech (part 2)

Here we continue our two-part series on lessons learnt from #CXC2016 FinTech conference. Hopefully this provides some learning points, not just for those working in Financial Services, but all those in businesses facing disruption from technology & start-ups. To complement part 1, which focussed more on presentations from incumbents or traditional business models, here I’ll share the highlights from a variety of other presenters. I’m pleased to say a number of.. Read More

FinTechs, focus on tech, design or real people? (part 1)

This week, I had the opportunity to attend and chair a panel, at a leading FinTechs event in London. Bringing together new entrants, incumbent FS firms, a regulator & technology suppliers – it was an interesting melting pot. As shared in a previous post (on related research findings), one of my goals for this event was to encourage a focus on Customer Insight, in both FinTechs & digital design work… Read More