When it comes to sustainability, consumers are clamouring for change and driving the corporate agenda. Henry Jinman of EBI.AI shows 3 ways ethical retailers are using the power of Artificial Intelligence to create a sustainable shopper experience. 

Do we present people with more information than they can realistically act upon? It could be insightful, but insight without action delivers no value. What happens, instead, if people look at information and immediately do something with it? They love it and want more!

Twenty years of raising standards has been made possible by the growth of a vibrant professional community, where we continue to share and learn. From the original vision to now, we look at how this shared knowledge has shaped best practice and look ahead to what the future may bring.

For many analysts a constant frustration is that we spend a lot of time creating reports and dashboards that can make a real difference to our organisations, only to find that nobody is reading them. This is not only a waste of our time but a wasted opportunity. An objective of many insight teams is to reduce waste in our organisations, so this is a great place to start.

I recently saw on the News that Boris Johnson had pledged to invest in the HS3 rail link reducing the travel time between Leeds and Manchester from 50 to 30 minutes at a cost of £39 billion. This a journey I do regularly so my initial reaction was ”brilliant”. However, after that announcement I continued to use the trains and this made me rethink how highly journey time really rates in my list of priorities as a customer. Here is what really matters to me.

To make connections that work, it’s not what you say that counts. What matters is what people do differently after you’ve said it. Andy Bounds is famous for his training, his books, his Tuesday Tips, his ability to help people do what needs doing. Take a moment to learn something you can use.

Artificial Intelligence (AI) has captured the imagination of the media, set boardrooms buzzing and sent stock markets bubbling. 2019 is talked about as the year when ideas give way to results. So, what will that mean in practice, for customer operations?

Over the last few years I’ve developed an unhealthy obsession with bringing business model disruption into everyday working scenarios. Particularly the concept of platforms for mass consumption. The basic idea, at a market level, is pretty simple: can you reinvent a business value chain by creating a direct connection of provider and customers while effectively turning your providers into customers too? Ok. I’ve just re-read that too and it’s not an easy sentence to follow so here is an example that I like to use.

It’s been reported for a while that the apprenticeship levy is not reaping the rewards it set out to when introduced in 2017.

Its been an exciting year for the Standards Benchmarking programme with a diverse range of organisations being peer assessed to provide a bespoke roadmap of improvement. We also recognised three organisations at this Customer Strategy & Planning conference for demonstrating best-in-class for Planning. In addition, we now have accredited the first organisation from the Data, Analytics & Insight Standards.

There’s so much you can do with very small changes. Take a quick look at the two dashboards below. They display the same data but in different ways and as Bob Stella shows, they can lead to very different outcomes and behaviours

There is plenty of evidence that happy agents mean happy customers and staff turnover hurts the bottom line by thousands of pounds. Gain top tips in this short popular conference presentation

As the explosion of available data seems to show no sign of abating, this month we look at ways we can prepare our organisations to make valuable fact based decisions – by exploring some of the common decision making pitfalls and how we can mitigate them.

With our Professional Development month starting on the 1st August I thought this was a great opportunity to reflect on my own learning. I realised that most of the things that have stuck with me are the things I learned between the ages of 5 & 8. 

Date Published: 27/07/2016