Since my own experience, of piloting customer treatments based on Behavioural Economics (BE) hypotheses, I have been fascinated with the subject. Having spoken at a […]
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.
A book review of “Outside In” by H Manning & K Bodine. Explaining the benefits of this book and how insight/CX leaders can redesign customer experiences.
Firstly, the normal health warning on these being only interim results. There are not yet sufficient votes with which to draw robust conclusions (hence the metaphor of a […]
Sharing personal experience of offshoring analytics and the problems that ensued. Includes advice on “watch outs” and potential mitigations.
It’s unusual for me to recommend a book that I don’t consider that well written, but Leadership Pipeline is such a book. The reason for […]
In May 2014, I attended this council run by Forrester Research. For those not familiar with Forrester they are one of the biggest global research firms […]
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 […]
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 […]