helping you master customer insight leadership

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

Two useful events to consider attending this month

useful events

Francesco’s great debrief on the “Rise of AI” conference in Berlin, heralds a month focussed on useful events. I will be sharing details of events that I consider worth attending & later this month also posting debrief summaries from those useful events. Both of these events are ones that I will be personally attending, so can vouch for. As I’ve encouraged previously, consider carefully which events will provide real value.. Read More

InsurTech: bucking the trend of cautious insurers with AI innovation

How close are you to the AI innovation happening within the InsurTech sector? To promote debate, and deeper thinking amongst Customer Insight Leaders, this post balances our last one. Apparently contrary to that review (shared by SMA), in this post we look at lots of insurance innovation. The reason for the difference is a focus on the InsurTech sector. But, there are notable examples beyond InsurTech too, including recent use.. 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

Can FinTech have anything to do with Customer Insight?

Hot on the heels of my last post, recommending you reboot your thinking after your summer holiday, here’s another. Both another post & details of another event. For those of you more interested in the emerging world of FinTech & what that could mean for customer experience, read on. Earlier this year, I was approached by the FinTech Network to help create an event that brought together FinTech or InsureTech innovators.. Read More