helping you master customer insight leadership

Customer Data Quality Reporting – the next 6 metrics you need

Time to return, to the important topic of Customer Data Quality Reporting. Which metrics should you report on, to ensure robust data quality controls? After a week of training analysts in data visualisation, and speaking to marketers about how to run an NPS programme, back to part 2 of our new series. You may recall, that in part 1 of his series, our newest guest blogger (Paul Weston) introduced this.. Read More

Customer Data Quality Reporting, why it matters & how to do it well

Building on the popularity of our┬árecent GDPR posts, here’s more advice on data quality reporting. We’ve seen the importance of data quality to GDPR compliance and your marketing performance. But, as business consultants are fond of saying, you get what you measure. How should that apply to data quality? In my own tenure as a senior leader in large corporations, I’ve seen my fair share of poor, boring & non-existent.. Read More

Are insurers playing it too safe with data and analytics?

As we focus on business applications, let’s broaden our scope to review how data and analytics strategies are being implemented. Insurance is a conservative industry. It has certainly lagged other sectors, in terms of digitization and customer experience. But, insurance businesses have enthusiastically embraced data and analytics capabilities. As I talk to my insurance clients, most are actively engaged in building/improving this capability. Talking about this with our old friend.. Read More

Are you listening to all your 3 voices, to improve?

This month we are turning our focus to research & listening to customers’ voices. But, of course, the customer is not necessarily the only voice to which you should be listening as an insight leader. So, to set a context for the rest of our research content this month, I’m delighted to welcome Richard Kimber as a new guest blogger. Richard is a Customer Experience Improvement Specialist at Custerian. In.. Read More