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
  • Find out more about our 2018 Challenge programme to support you in implementing your key initiatives.
  • 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
Take a look at these articles, videos and links
Aegon Awards Case Study 2017: The human touch: is it easy to make the right choice?
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 Case Study 2016: Follow the money: insight drives improvement
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
Three Ireland Awards Case Study 2017: Real-time & insight: the beating heart of a connected business
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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