by Annette Franz | May 19, 2016 | analytics, data, insights, market research
Image courtesy of PixabayToday I’m pleased to share a guest post by Paul Laughlin.When I talk with research leaders across the UK (and Europe), I consistently hear some common woes.The problem for research leaders todayMany feel under-utilised and almost all...
by Annette Franz | Feb 18, 2016 | customer experience, insights, leadership, storytelling
Image courtesy of AmazonToday I’m pleased to share a guest post by Paul Laughlin. Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase “narrative leadership.” So was born...
by Annette Franz | Nov 12, 2015 | customer experience, insights, moment of truth
Today I’m pleased to share a guest post by Paul Laughlin.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 &...
by Annette Franz | Sep 24, 2015 | analytics, big data, customer experience, data, insights
Image courtesy of PixabayToday I’m pleased to share a guest post by Paul Laughlin.Different businesses continue to use the term “Customer Insight” to mean different things.In our poll of over 100 customer insight leaders, only half considered data management or...
by Annette Franz | May 22, 2014 | customer experience, insights, journey map, strategy
Image courtesy of PixabayToday I’m pleased to share the final installment of a three-part series co-authored with Peter Haid of E Source. In Part 1, Peter wrote about revisiting your corporate engagement initiatives to identify areas of improvement and to...
by Annette Franz | Dec 5, 2013 | analytics, customer experience, insights
Today I’m pleased to present a guest post by Gregory Yankelovich. Analysis is an instrument of learning, defined as “a process of acquiring modifications in existing knowledge, skills, habits, or tendencies.” There are substantial volumes of academic...
