Do you treat your employees like customers?
Sometimes a determined focus on Customers & Insight can cause us to take our ‘eye of the ball‘ with regards to colleagues or employees. Well, you may not have made that mistake, but I’ve certainly...
View ArticleDo you know which rules to break or laws to follow?
Some authors and industry experts have real staying power. Despite how much change happens in that industry, they manage to adapt and stay relevant to their readers/customers. Such an accolade can...
View ArticleGuest Post: Does it pay to listen to the voice of the customer?
I’m delighted to finally share our first guest blog post, here on Customer Insight Leader. Hopefully the first of many more, from writers on customer insight & those using such insights. Annette...
View ArticleGet the best of 30 Experts in 30 Days
As the leaves start falling off the trees, it turns time for conference season, both in politics & business. Over coming weeks, I’ll be recommending some analytics & insight related events to...
View ArticleMoments of Truth day playing in Legoland
Legoland, home to the legendary construction toy, never struck me as a conference venue. But it works well. Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW) here, thanks to Rant...
View ArticleInsight 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...
View ArticleI want to make changes, but they demand a business case!
Ever get frustrated at being asked to pull together a business case for what appears to obviously be the right thing to do? If so, you should enjoy our latest guest blog post. Simon Norie from...
View ArticleIs 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...
View ArticleCan you make sense of your customers’ words?
How do you make sense of your customers’ words? On that topic, I’m delighted to share a second guest blog post by our first guest blogger, Annette Franz: There are not only a ton of different customer...
View Article(Not) Just the ticket for a virtuoso performance
In “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...
View ArticleNow it’s Personal – Just be you, the customers will love it
In the month focusing on relationships, it’s personal service from Gerry Brown. We’d only been in the restaurant about three minutes, but had already had some humorous and warm conversations with three...
View ArticleFor Valentine’s Day, think about relationships
So, the romance day of the year is nearly upon us. Valentine’s Day is surely a time when people think about their relationships. Beyond their significant other, though, I wonder if many business...
View ArticleLove is in the air, but what can you do differently?
As time ticks down towards the end of February, my thoughts turn once again to our theme of love & relationships. That’s not surprising for me personally, as I’m delighted to share that I’ve just...
View ArticleHow 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...
View ArticleHow 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...
View ArticleWhat 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:...
View ArticleWhy 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...
View ArticleAre you happy with insurance customers’ experience?
Sharing a conversation on insurance customers’ experience, I’m delighted to welcome back Paul Carroll. Paul is CEO of Insurance Thought Leadership & in this guest post shares an insightful...
View ArticleWays Analytics is shaping more parts of your life
With the votes coming in from our latest analytics poll, I thought we’d focus next on some case studies, of ways analytics is being used in other sectors (beyond Financial Services). It’s good to see...
View ArticleMake it personal, Make it last (Part 1 of 2)
Our Canadian guest blogger Gerry Brown returns to CIL, with a series of 2 posts on using analytics for personalisation. How to make it personal. Why does personalisation matter? What’s the value of...
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