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”

Google Analytics in the EU

On July 1st 2023 Universal Analytics in GA stops. Welcome Google Analytics 4. You’ve probably seen the reports about the concerns from some regulators (France, Austria) in the EU stating GA isn’t compliant with GDPR. This was largely because of the transfer of EU personal data from the EU to the US via the GAContinue reading “Google Analytics in the EU”

Insight at the heart – changing culture

I have a mantra. It goes like this: you cannot call yourself customer centric unless you are first data centric. In other words, your data (and the insight you service from it) will tell you so much about your customers that if you’re not using it to the maximum then you can’t be providing theContinue reading “Insight at the heart – changing culture”

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”

The future of retail?

Retail is continue to evolve, and the last couple of years have forced faster and deeper changes. So-called ‘multi-channel’ or ‘omni-channel’ started to become properly established over the last decade, when the technology developed to be able to join newer digital channels together with established physical retail estates. Buy and collect (Argos, Tesco, John Lewis,Continue reading “The future of retail?”


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!”


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…”

Google and automated insights

Google continues to add some interesting features to Google Analytics, and one of the latest is the ability to get automated insights. It uses Google’s machine learning to comb through the data you have and comes up with a stream of what it calls automated insights. For some reason they have decided to make thisContinue reading “Google and automated insights”

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…

This little piggy…

How do you slice up which of your marketing channels get what slice of the attribution pie? Hopefully we have moved beyond simply assigning everything to last click. And hopefully we’re well beyond first click. So which direction do you take? Well, let’s take what Google Analytics has to offer. If you haven’t explored, youContinue reading “This little piggy…”