Is research game for gamification?
It has been interesting, that after several years of excitement around the topic of “gamification”, this year more commentators have suggested that it’s “game over”. […]
Category: Opinion
August 20, 2014
When using Customer Effort Score (CES), remember the NPS wars
An appeal to those arguing the relative merits of NPS and CES to remember what was learnt from NPS ‘wars’ – it’s what you do with it that counts.
Offshoring Analytics: my personal experience of is it worth it?
Sharing personal experience of offshoring analytics and the problems that ensued. Includes advice on “watch outs” and potential mitigations.
Which type of Segmentation do you need? What is it for?
Segmentation is one of those customer insight and marketing terms that divides opinion. Leaders have their favourite approaches. Boards can be ardent fans of the […]
Which roles make up today’s hybrid Customer Insight Leader?
I was struck by this graphic published by Visually that was trending on Twitter a couple of days ago. Although about marketers, it set me […]
Has CI yet found the best org design?
It may seem like one of the curses of modern corporations but org design and regular reorganizations are now a fact of business life. I’m sure as […]
Infographics
I believe in the importance of data visualisation, both because most people can more readily understand a visual representation than tables of numbers and because […]
Customer Insight, what do you think of this for definition?
Many terms in the lexicon of marketing and business are ambiguous at best, misleading at worst. Both old terms like ‘proposition‘ and new ones like […]