helping you master customer insight leadership

How 15Five used Employee Insight to guide new software innovation

employee insight

This post shares how a software has been developed in response to extensive employee insight. We have shared before how crucial employee engagement & motivation are to achieving CX goals. The opportunity for HR Analytics also needs to be guided by a good understanding of what matters to your teams. So, I was delighted to be approached by David Mizne, editor of award-winning 15Five blog. Having seen our focus on.. 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

AI misdescription and real world applications from Asia

AI misdescription

In between blogging, from the two events I recommended, let’s return to the challenge of AI misdescription. As I shared in my review of Tony Boobier’s new book, he calls out the problem of mis-labelled AI. That is analytics or even BI applications being called AI, mainly because it is fashionable. Below, Tony returns as a guest blogger, to not only confirm that this is still the case, but also.. Read More

Sharing takeaways from the Rise of AI conference, Berlin 2018

Rise of AI conference 2018

Building on the lessons we learnt from Tony Boobier’s book on AI & work, let’s hear more about the Rise of AI. At the start of a month when I will be chairing and attending events, I was delighted to receive Francesco Corea‘s debrief. In this post, he shares his learning journey while attending the Rise of AI conference in Berlin. Francesco has shared before his overview of the InsurTech.. Read More

How to determine the right metrics for innovation, using 5 questions

right metrics for innovation

Continuing our conversation about lessons learnt by leaders, here is one about choosing the right metrics for innovation. It was good to recently reconnect with past guest blogger, Paul Carroll. As you may recall he runs the very useful hub called Insurance Thought Leadership. Anyway, I mentioned to him our recent theme on this blog. Our focus on lessons leaders have learned from experience. Paul suggested this guest blog post.. Read More

How a book can help you, ask a more beautiful question, and why that matters

More beautiful question

Books can help you do many things better, including asking a more beautiful question. If that sounds intriguing, so is the benefit that guest blogger William Buist has gained from this book. It’s a pleasure to welcome William back. You may recall that he has blogged for us here before, on topics including GDPR/external change and physical environments.