Search Results for: guest blogger

Why insurance firms need a new vocabulary

Everyone wants to improve the customer experience, but look at the vocabulary insurance firms use. Many words are opaque, and some are even offensive. So, I’m pleased to welcome Paul Carroll (CEO of as our latest guest blogger. In his first guest blog post for us, Paul shares examples of this customer unfriendly vocabulary & […]

March 22, 2016

What data trends do you predict? No reacting now.

What data trends are you seeing in customer data, information & insight? Guest blogger, Simon Norie from Custerian, returns to Customer Insight Leader to share his thoughts on such data trends: Moving from Management Information to Customer Behaviour We used to simply report what had happened against a target/benchmark. There is still a role for […]

March 8, 2016

How to engage Customer Experience with Big Data

How do Customer Experience leaders see the role of data? What common cause could Insight leaders have with their CX peers’ data needs? To help us answer that question, I’m delighted to welcome back guest blogger & friend of CustomerInsightLeader, Annette Franz. Here’s her perspective from a career spent shaping better customer experiences: What is […]

March 4, 2016

How about this goal = Don’t do Stupid Things?

How annoyed do you get when companies, who should know you better, do stupid things? To share his advice on that topic, I’m delighted to welcome a new guest blogger to our community. Ben Salmon is founder of Attributely & has spent his career in data & analytics. Here is his first guest post, with […]

March 1, 2016

Your goals for 2016, keeping focussed on value & growth

Thanks to all of you who participated in this year’s annual survey of Customer Insight goals. Looking at the results, the first thing that strikes me is the similarity of results to the ones you chose last year. So, there is definitely a theme of consistency. It seems many of you continue to be prioritising making […]

February 13, 2016

(Not) Just the ticket for a virtuoso performance

In this post on “A Virtuoso Customer Experience Performance”, our guest blogger Gerry Brown shares insights from his experience at the Royal Albert Hall. Elgar’s iconic Pomp and Circumstance March is one of the high points of the Last Night of the Proms. It celebrates a triumphal end to the Promenade Concerts in London for […]

November 11, 2015

Is there a Big Deal in your Big Data?

Uncovering existing insight that makes a difference is the real key to Big Data. Why are guest bloggers like London buses? You wait ages for one and then three come along at once! Hope you’re enjoying our recent guest voices on this blog. Now, over to Gerry (the uniquely titled Customer Lifeguard) to explain more about the big […]

October 28, 2015

How is your People & Competency Development for B2B success?

This series of blogs, from guest blogger Peter Lavers, explore how different aspects of Customer Insight can be used to drive B2B Customer Management. For the second instalment, over to Peter… Knowledge is the starting point for our Customer Attuned Assessment (CAA®) methodology, which is about building better relationships based on trust; working together for mutual […]

October 26, 2015

Insight for better B2B Relationship & Value Building

Delighted to have, as our latest guest blogger, Peter Lavers. He is a Customer Experience expert, recognised by Satmetrix (among others) as one of the Top 50 CX & CRM influencers globally. Hope you also enjoy his B2B focus (as a change for this blog)… Customer Insight is just as vital in B2B as it is in […]

October 19, 2015

Poll: Which is your favourite ‘top tip’?

Thanks for all the positive feedback I’ve had on our recent series of ‘top tips’ for the different technical teams which make up the full breadth of customer insight. It’s encouraging to know that those tips did help other leaders. In fact it set me to wondering which top tip was the most helpful. So, […]

November 25, 2014