S4 | Ep 6 | Selling Your Data Story; The Customer Obsession with Ciara Moore, Chief Data & Digital Officer at Bank of Ireland
In Episode 6, of Season 4, of Driven by Data: The Podcast, Kyle Winterbottom is joined by Ciara Moore, Chief Data & Digital Officer at Bank of Ireland, where they discuss how to sell your data story and why you have to be customer-obsessed, which includes;
- Why language is important
- Why you need to be customer-obsessed
- The relationship between data and providing better customer experiences
- Data-Driven or Customer Obsessed
- Why you should never start with the data
- Why customer experience is very “touchy-feely”
- The importance of protecting your customer's data in a way they want it to be used
- The importance of first principles
- Using AI to measure the emotions of your customers
- Why it’s on Data Leaders to quantify the value of the work we do
- Why it’s never enough to build foundations
- Picking the appropriate use cases as a starting point
- Why you have to deliver “little and often”
- Why it’s always a tough journey for 12-18 months
- Why you need to tell the story and tell it in a way that resonates with your organisation
- Why you need to be cautious about how you frame the art of the possible
- The importance of using different channels of communication to tell and sell your story
- People get it when the language changes
- The importance of letting your D&A team present to business stakeholders
- Why you need to take a hands-on approach to storytelling as a Data Leader
- The power of creating more capacity for your team to do more interesting work
