How to create a culture of action in your Customer Insight team
Whilst debating the relative merits of different metrics, I’ve been reminded of the importance of a culture of action within teams. That debate was sparked […]
Tag: customer insight
October 15, 2014
Event: Insurance Data & Analytics 2014
This event organised by Post Magazine was pretty well attended by Insurers and their suppliers. Although the audience was pretty quiet during Q&A sessions after […]
Do you benefit from the full breadth of Customer Insight?
Sharing thoughts on a definition of customer insight and the importance of nurturing an ecosystem of data, analysis and research to produce real insights.
Why should Behavioural Economics matter to Insurance Analytics teams?
A summary of the main behavioural economics biases at work in consumers making financial decisions (explaining the list of 10 from the FCA).
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.
Redesigning Customer Experiences from the Outside In
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.
Poll: Interim results
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 […]
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.
Poll: What do you see?
To provide a research basis for the content included in this blog, I am asking all customer insight leaders who visit this site to complete […]
Poll: Which breed of CI leader are you?
If you watch the actions and listen to the language used by most CEOs, especially where they choose to focus their time, you can often guess […]
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 […]