We want to take actions and measure their impact – scientifically. To measure average speed (of a car) halfway through a given distance, we should mark the midpoint and should have a clock. To measure conversion through a print catalogue and to compare that against the same from a digital
A recent survey by Forbes found that 73 percent of organisations are already piloting, experimenting or planning to deploy artificial intelligence (AI) algorithms. AI is driving a transformation across industries. In banking, for example, natural language processing is being used to explore sources of unstructured data such as customer comments,
The epoch of artificial intelligence and real-time decision engines is not the first time that historical and actual behaviour of customers has been tracked and analysed. The practice of making decisions based on these findings and applying them in real time to customer interactions was already going on in the
If we look at digitisation projects among insurance companies, the majority are essentially process improvements and cost savings. Processes and costs. These are not exactly “modern” terms. They are more or less precisely the opposite of the usual buzzwords and statements about digitisation and innovation. Does that make them boring
AI is everywhere these days, whether in reality or just as a hyped-up label for some simple rules based decisioning, and this has led to some interesting problems. The first of these is mistrust, as noted by the incoming president of the British Science Association, Professor Jim Al-Khalili: “There's a
Over the last few months there have been two disparate themes in my conversations with higher education institutions. The first has been the pervasive and ambitious plans for growth throughout the sector, and the second has been concern over increased competition for students and resources. At first glance, these seem
The insurance industry is one of the late starters in terms of digitisation, even in customer service, where digital networking has literally been imposed. This is largely the result of company size and the associated deadlocked structures, plus legacy systems and processes. These make it difficult to react spontaneously to
Did you know that the human attention span is eight seconds, which is a second shorter than that of a goldfish? About eight seconds is all you have to capture your viewer’s attention and create a reason to stay on your dashboard. Therefore, having a great dashboard, and not just
As recent studies have shown, customer experiences within B2B are not living up to the expectations customers have from B2C. With clear benefits such as optimised lead generation, improved loyalty and retention, reduced cost to serve, and stronger organic reach, it is surprising B2C best practices have not yet rubbed
There are a number of new roles under the EU’s General Data Protection Regulation (GDPR), like the roles of controller and processor. Probably the one that most people are familiar with is the data protection officer (DPO), the person within the organisation who is responsible for monitoring internal compliance with
