Unlocking customer insight was the theme of our Customer Experience Council dinner in London on Wednesday night this week. Hosted by David Parcell, MD at Verint, the discussion was extremely lively with lots of different opinion on how to maximise the data we capture from customers in the various transactions we have each day.  We are launching some new research on this soon so watch out for it as it should provide some interesting food for thought.

The following day I had the pleasure of presenting to a wide-range of customer contact, marketing and IT professionals from private and public sector at Aspect’s customer event in Cheshire. It’s always really interesting to listen to other opinions and to hear the passion and commitment people have to continually improve their customer service delivery - great to be part of the debate!