Harry Powell, Director of Data & Analytics at JLR explains how he calculates the incremental profit his team generates down to an income line
Why you Analytics team needs a measure of their ROI. Harry Powell argues for the benefits of profit as the best metric of the value-added.
What are critical moments for coaches, mentors & our clients? How do they help? A great book from Erik de Haan helps us explore the research.
Bringing to life your blue sky ambitions to make them an operational reality, guest blogger Gerry Brown shares how to bridge what is too often a chasm in CX
Why should CMOs care about zero-based budgeting? Guest blogger, Peter Abraham, shares the latest research report from We are Crank on this timely challenge.
Building on this month’s focus, the reality of applying analytics in businesses, let’s tackle the issue of the wrong statistics. False comfort can be achieved […]
Continuing our conversation about lessons learnt by leaders, here is one about choosing the right metrics for innovation. It was good to recently reconnect with […]
This month we are turning our focus to research & listening to customers’ voices. But, of course, the customer is not necessarily the only voice […]
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.