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 […]
For a previous poll, in answer to the question “which support service would you choose?”, your most popular choice was training for customer insight teams. The […]
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 […]
Sharing thoughts on a definition of customer insight and the importance of nurturing an ecosystem of data, analysis and research to produce real insights.
A summary of the main behavioural economics biases at work in consumers making financial decisions (explaining the list of 10 from the FCA).
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.
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 […]