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Paul Laughlin
Paul Laughlin
Member Since: 21st Sep 2015
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I work with exceptional leaders & their teams, so they can master the people side of data & analytics.

That means helping them maximise the value they can drive from using data, analysis & research to intelligently interact with customers. It also means developing teams & enabling them to sustain their improvements through coaching leaders.

Every business is different, so the help that’s needed can vary to suit that company. Examples are: 
* “Health Checks” on a company’s own capability;
* Training all types of analysts in the Softer Skills they need to make a difference;
* Ongoing coaching & mentoring for leaders;
* In-depth training for teams to develop capabilities (data visualisation, stakeholder management, agile working, commercial awareness, insight generation, questioning & influencing);
* Bespoke problem-solving consultancy.

Paul Laughlin
Managing Director Laughlin Consultancy
  • Articles
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30th Sep 2022

Six ways to build the internal reputation of your customer insight team

Why do some customer insight teams have a better internal reputation than others? Did some insight leaders just get lucky, with a great...
Data
24th Jul 2020

Four collaboration tips for enhancing customer experiences

Throughout the coronavirus crisis, I have written about the importance of customer experience leaders and managers having a firm grasp on...
Management
26th Jun 2020

How CX leaders can overcome the current challenges to become better communicators

Throughout the coronavirus crisis, I have written about the importance of customer experience leaders and managers having a firm grasp on...
Engagement
9th Jun 2020

Why your customer experience team needs clarity - and how to deliver it

During this pandemic, with all the changes that lockdown has brought to most working lives, it’s easy to see the need for understanding and...
Engagement
19th May 2020

The importance of compassion in CX leadership

How should a customer experience leader lead their team during the lockdown? How can they help ensure their team continues to be productive...
Management
4th May 2020

How to respond to the five challenges of managing a remote CX team

How should a customer experience leader respond to managing their team remotely during this pandemic? Are there lessons to be learned from...
Engagement
4th Sep 2019

The four most common mistakes made by customer insight leaders

Insight leaders have multi-disciplinary technical teams to manage and are also increasingly in demand other areas of the business, so when...
Data
30th Nov 2018

How financial services firms are redesigning CX - and what we can learn from them

The third annual Customer Experience for Financial Services Conference Europe shared some important insights about how FS leaders are...
Loyalty
11th Jul 2017

GDPR: Does the data protection officer carry the can?

This is part 2 of a mini-series focused on helping data insight leaders plan for GDPR. For part 1, click here . With the EU-approved...
Data
17th May 2017

Can Blockchain aid customer analytics? Three questions to consider

Ever since completing two posts, sharing resources from the #CityChain17 blockchain conference, I’ve been ruminating on some fundamental...
Data
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