“Customer Centric”
Why the phrase appears everywhere, what genuine customer centricity requires and where Voice of Customer programmes lose credibility.
Blog
The decisions behind the dashboards.
Practical writing on customer operations, data strategy, operational excellence, leadership and building systems people genuinely use.
Dashboards are the last step
Start with the business question, use analysis to decide what should change, then build the reporting needed to measure it.
Stop using data to confirm yourself
The most expensive analytical mistake is using evidence to defend a preferred answer instead of testing the underlying hypothesis.