helping you master customer insight leadership

Audio interviews with Customer Insight Leaders: (4) Gwilym Morrison

Gwilym Morrison interview

Time for another of our audio interviews, with senior Customer Insight Leaders, this time it’s Gwilym Morrison. A great conversation with Gwilym, who leads Data Science at Royal London Group. So, a good opportunity to complement the data, BI & analytics focus of leaders interviewed already. This time we get to hear the perspective of a Data Science leader. Gwilym has both practitioner & leadership experience and shares honestly from.. 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

Divided opinion & common themes, on applying AI, from #FSFConference

Yesterday morning, I had the pleasure of joining (maybe almost 100) FS leaders to talk about AI. The event was the annual members conference of the Financial Services Forum. Held at the BT Centre in London, it was a great opportunity to hear from both futurologists & practitioner leaders. What interested me at this event was both the different emphasis (almost to the level of divided opinion), as well as.. Read More

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

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

Is Pharma now learning from FS about Customer Insight?

Pharma learning from FS

After previously sharing on FS firms & Retailers learning from each other, it’s interesting to see in CX Magazine how FS firms are sharing CX lessons at a conference for Pharma. Perhaps sector cross-pollination of ideas is back in fashion? Could this be needed as firms refocus their strategies for growth? Other sectors learning from FS is surely an encouragement to those of you who are customer leaders within FS firms… Read More