Brum brum – cars and data

Some people use their phone to pre-warm their cars during wintertime. Some people use their phone to unlock their car. Some people use their phone to locate their cars when they’ve forgotten where they’ve parked. Some use their voice to start the ignition. Some cars drive themselves. Some automatically keep you within the white lines.Continue reading “Brum brum – cars and data”

NYT – ‘Google offers a More Modest Vision of the Future’

According to the article, Google’s latest product announcements suggest a more subtle iteration of their ambitions in showing off machine learning. Worth a read. How much of this is the reality setting in that the end consumer doesn’t really see ‘machine learning’ as a thing, but rather the results? And sometimes those results are nowContinue reading “NYT – ‘Google offers a More Modest Vision of the Future’”

Let’s get personal

I see a lot of comments recently about ‘personalisation’ and how it just doesn’t work. People think it’s complicated and you need a complex technology stack to be able to deliver a personal experience digitally. Let’s start by defining what we mean by ‘personalisation’. It’s all about me, and how I feel. I don’t actuallyContinue reading “Let’s get personal”

Why customer experience trumps everything

I’m a very strong believer that for a business to truly succeed and make lots of money, they really have to focus on having a fantastic customer experience. Yeah, you can make money by having a decent enough customer experience (Amazon?), but if you really want to hit the g-spot it has to be fantastic.Continue reading “Why customer experience trumps everything”


There is no right answer to creating a good online self-service environment, but there are some strong best practice pointers that will help guide the way. Not everything will be suitable for every business. Here are some pointers though! Ensure you have joined up analytics, including contact centre, voice of the customer and digital data.Continue reading “Help!”

Differential privacy

Interesting article from Apple on privacy: here Understanding how people use their devices often helps in improving the user experience. However, accessing the data that provides such insights — for example, what users type on their keyboards and the websites they visit — can compromise user privacy. We develop a system architecture that enables learning atContinue reading “Differential privacy”


OK, so cookies are actually only mentioned one time in GDPR, but that one time packs a bit of a punch. Natural persons may be associated with online identifiers… such as internet protocol addresses, cookie identifiers or other identifiers… This may leave traces which, in particular when combined with unique identifiers and other information receivedContinue reading “Cookies…”

Customers ‘bewildered and fearful’ about use of their data – BBC

Nine in 10 people have no idea what companies do with the personal information the firms hold about them, a survey suggests. The Chartered Institute of Marketing (CIM) survey of 2,500 people also found 57% did not trust the companies to handle their data responsibly. And 51% complained that they had been contacted by organisationsContinue reading “Customers ‘bewildered and fearful’ about use of their data – BBC”

How The Guardian Uses “Attention Analytics” To Track Rising Stories

Interesting article about how a tool created during an internal hack day has become a key part of the Guardian’s future…