helping you master the people side of data & analytics

Can Customer Insight mitigate Conduct Risk?

In light of the largest fine the FCA (or FSA) have ever issued, more and more FS firms are taking a closer look at their wider Conduct Risk management. Most have the required minimum of MI in place. Most CEOs say the right customer centric words with regards to strategy or culture. However, recent work with clients tells me that many firms recognise they still have some way to go, especially in.. Read More

The dangers of Public Segmentations

Recently it seems that segmenting your customers or citizens, and then sharing as public segmentations, is becoming fashionable. In part, this is to be applauded and welcomed. It highlights a key tool within the Customer Insight toolkit, encourages greater focus on understanding people and embraces the need for greater transparency. However, there is also an inherent risk, that readers fail to understand the purpose, design & limitations of such segmentations and thus unwittingly apply them where.. Read More

Segmentation

Segmentation is one of those customer insight and marketing terms which divide opinion. Leaders have their favourite approaches. Boards can be ardent fans of the need for a segmentation, or complete unbelievers in what is perceived as marketing “spin“. One of the reasons for this appears to be, the mixed fortunes of implementing segmentations. Some companies extol real benefits, and focus that have come as a result, whilst others bemoan.. Read More