Are you preparing for a digital human customer in your business? CX expert, Peter Lavers, shares research from SAS on how CX needs to adapt to digitisation.
Book review of “Digital Minimalism” by Cal Newport. Sharing the useful challenge & suggested practices for leaders to break free of screen addictions.
Continuing our theme of applying analytics, following Annette’s focus on CX, what about how to acquire customers? After Customer Experience (CX), Marketing is perhaps the most popular business area for applying analytics. However, as we have shared before, measuring the effectiveness of your marketing has become more complex. So, how should analytics or insight leaders help Marketing teams to acquire new customers? Well, to help us explore that topic, I.. Read More
On this blog, we don’t want to neglect B2B insight challenges, including finding a B2B influencer. Much of our content focusses on B2C customer insight work. So, in this post we look at one for B2B businesses. This builds on our past posts, sharing tips for effective B2B Customer Management. One of our familiar guest bloggers, who is also a B2B influencer, shares 7 characteristics to help you spot ideal.. Read More
Who is your Digital Leader? How are they doing in building digital capability into your business? Do they know your progress in building customer insight? For many businesses, the Digital team is another key stakeholder (or internal customer) for Customer Insight leaders. Following on from spending time listening to the needs of Customer Experience leaders earlier this week, on Thursday I focussed on Digital. Attending Global Reviews’ second UK Digital.. Read More
Like me I’m sure you are daily bombarded with offers by email, app, text and advertising through every social channel. The best can feel well-timed, appropriate and convenient, but too many fall short. When marketing is obviously aiming to be personalised, timely & relevant, it’s as obvious as a fish out of water when it fails. Given the amount of advertising in trade press and events, you would think that.. Read More
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