Key Topics in Data, Insight and Analytics


The rapid development of data and insight available from operational systems and tools is providing a need for new skills and professionals to deliver support, recommendations, and intelligence through analysis and reporting.

Fast track your learning, by taking advantage of a growing body of experience in this area within our communities of best practice. Use this page to keep up to date on the latest resources in this area.

  • Read the latest case studies, research articles, conference presentations and reports, listed at the bottom of this page
  • Get involved in the 2015 Insight Challenge to learn, understand and discuss data production and to access your use of this intelligence to deliver real insight into your operational practices and the experience you deliver to your customers.
  • Are you ready to stretch yourself at each stage of your professional career? Learn more about accreditation for  Data, Analytics & Insight Professionals
  • Find out more about the MI Maturity Model and explore how it will help you improve your operation
  • Help us develop the KPI Pyramid Model. Watch the explanatory video
  • Get involved in this FREE community of best practice and keep up to date by registering here 
  • Take a look at our specialist training courses for analysts to update and improve your or your team’s performance

Simon Butler - see contact details and bio

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Take a look at these articles, videos and links
Allianz Insurance Case Study 2015 - Customer Insight: Closing the loop
Analytics is the No1 factor driving change in contact centres
Analytics: actively listening to the customer
Are we fit for purpose? Rethinking customer contact in a digital world
British Gas Services Case Study 2015 - Delivering the end to end customer experience
Build your Insight capability and create more impact on the business
Changing Gear: Rise to the customer challenge
Customer Effort – A global metric to drive customer loyalty
Customer Effort - the original Harvard Business Review article
Data-led decision making: how to create value and release potential
Develop your analytical approach and drive improvement
Emotional intelligence: engaging customers and colleagues
Expert viewpoint on MI
Exploring the KPI Pyramid Model
FAQs: Stepping-stones to success with speech analytics
Insight: the role of analysis in creating a climate of customer focus
Mapping your social customer service eco-system
MI and performance: Driving the right behaviours and decisions
MI Research 2009
MI Research 2010
Nationwide Awards Case Study 2010: Three operations: one version of the truth
Putting People First
RESPONSE Case Study 2015 - Transform how communication happens in the business
Rethinking Quality: are we fit for the customer’s purpose?
RSA Insurance Group Case Study 2015: Shared services: making things better together
Shop Direct Awards Case Study 2011: Insight underpins £multi-million benefits
Speech Analytics at The Forum
The 2013 performance and quality survey (P&Q Campaign)
The LimeBridge Value Irritant Grid
The MI Maturity Model – The Culture Axis
The MI Maturity Model – The Measures Axis
The MI Maturity Model – The Production Axis
The MI Maturity Model – The Use Axis
The Operational Excellence Model and the Five Steps to Success
The Pillars of Professionalism
Understanding channel shift and the use of new media
What does ‘good’ look like? - The MI Maturity Model
What does 'good' look like? The MI Maturity Model - 2012 Best Practice Guide article
When is a KPI not a KPI?


 

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(c) Professional Planning Forum 2000-2014