Is there a maturity model for corporate information and is it achievable?

I was recently asked to contribute to a maturity model for big data. Anyone who knows me will have guessed that I declined this, but it did get me thinking about the lack of a big picture understanding of the corporate information landscape and a framework to leverage. This is not a potted five-page Maturity … Read more

GDPR it’s almost here, could it be harbouring a nasty surprise for someone you know?

The basics you need to know about GDPR right now. GDPR effects everyone who holds data about Europeans and everyone in the UK. By Europeans I don’t wean EU citizens, I mean anyone whose address is in Europe. Effectively this means everyone unless you want the extra expense of two businesses one for Europeans and … Read more

Machine learning

  I wont be long-winded about this, I’ll discuss it via email with anyone who is interested, but I’ll break with my usual mode and come straight to the point. A great many people who know little at all of machine learning  and even less about people and many more who are simply  oblivious to … Read more

Why you need to pay attention to customer experience

Why you need to pay attention to customer experience Next        What to watch out for when researching and testing journeys   The chicken and egg question always fascinated me. When it comes to business models I find the same conundrum with customers and profits. Michael Porter once said that the purpose of a … Read more

Using information to support the entire customer journey

Previously The customer journey  begins when she becomes aware of your existence and never ends, though it is at its most fruitful when she places an order and subsequent orders. Previously we discussed the folly of looking at “Last Click” as the beginning of this purchase journey, the reality is that it began some time … Read more

Are you wondering if a recommendation engine is the next big purchase for you?

Some retailers in particular have made a great deal of extra profit through offering clever recommendations to their customers so much so that the notion of the recommendation engine came of age in the last three or our years spurring a wave of new offerings form software vendors and plenty of noise in the blogosphere. … Read more

How an uplift in CXi scores can deliver remarkable benefits for your business

A recent Forrester report looked at companies that had recently improved their Customer experience rating from negative to positive looking at whether their customers were likely to consider another purchase, to switch suppliers, or to recommend their current supplier to friends, The findings demonstrate in no uncertain terms that there is significant achievable upside to … Read more

Using personalisation cleverly to grow your customer relationship and keep your sanity

In my next  instalment I plan to look a little more closely at the broader context of recommendation engines and how they might be used but foe now I will simply point out that they are broken into two broad types Content Based and  Collaboration Based. The first refers to product knowledge and the second to … Read more

Lernaean Hydra, your time is up.

Simple, but powerful tools to truly build a relationship with the customer, some obvious gaping opportunities to cut costs and some basic principals of architecture that even the bin man could understand in one lesson and yet are ignored by 99 percent of technical architects. If you are serious about competing in business, read this. … Read more