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DATA – THE OIL FOR 21ST CENTURY BUSINESS

We’ve all heard the analogy and most agree, its big business, data.  Everywhere you look, businesses are being sold the benefits of being ‘data centric’ and as individuals, we are all becoming acutely aware of the value of our own data and the risks to us if businesses mis-use it.  Yet for many businesses, it remains a mystery and an untapped opportunity.

At a recent business networking event, we caught up with Jason Turner of Data2Action., an operational performance and privacy consultancy who specialise in helping businesses drive value from data. 

As a former director of Bloom Procurement Services and the BGL group, owners of brands such as ‘Compare the Market’, Jason Turner is very experienced in the commercial use of data and more importantly, how to turn this important asset into real value.

Here Jason gives his views on the importance of data to modern business and some simple steps organisations need to take to leverage the value from this asset.  

“The growth of data is nothing short of phenomenal.  The availability of data has exploded over the last decade and with every new application or software product, we create more and more.  In fact, it is estimated that over 90% of the worlds data has been created in the last 2 years alone yet despite this, 80% of business data is actually going unused’ explains Jason.  ‘However using data in its raw state provides few benefits, like oil, it’s the processing of data and using it effectively that provides businesses with unique opportunities. Research highlights that those businesses that put data at their heart ie are data centric and continually process the data available to them, are smarter, more innovative and more agile. In todays digital world, this processing activity provides insight and wisdom and combined with an effective data strategy, presents real and tangible benefits.’

When asked why businesses seem to be slow to embrace the benefits that data can bring, Jason is clear ‘Both in my career and also through Data2Action, we have worked with many businesses on their data journey and there are a number of reasons why they seem to be slow to embrace the benefits that data can bring:

  • Knowing where to start.  In our experience, most recognise that they have lots of data and the value this could bring but don’t know how to leverage or process it to achieve value. Businesses are constantly being bombarded with promotions offering the benefits of big data, digitisation and digital transformation but what does this all mean? In most cases this links back to the sale of technology which often promises much and delivers little, in fact, a significant proportion of ‘data projects’ actually fail to deliver. This, in turn, creates distrust and confusion around the subject.   
  • Heavy reliance on perception.  Perception is a tricky subject for most. Perceptions are emotion based and have their foundation in old facts and previous experiences.  Effectively we are using the past to shape our future and whilst perceptions definitely have a place in our decision making, this is often at the expense of actual data. The challenge is that in our digital environment, every single vertical is being disrupted and the need to move quickly to deal with change is now critical. Yet as leaders, are we challenging our own paradigms and personal biases and effectively using the data being presented to us to help identify the new requirements as the emerge and mature?
  • Speed and Agility. Speed and agility is a critical skill in todays marketplace.  It simply doesn’t matter how big your company is, if you can’t spot a changing market soon enough, then you are destined for trouble.  History is littered with high profile failures where the new appetites and desires of consumers where being missed by businesses who didn’t use data effectively to spot these emerging trends. In addition, whereas previously data used for management information was backwards looking ie what has happened, the advancements in technology and data science means that there are many tools out there designed to accurately predict what will happen.  This is a game changer for business leaders.
  • Regulation. Unfortunately, the recent changes to data protection and privacy regulations have served to confuse and concern businesses.  Rather than being a catalyst for driving trust and loyalty with your customers, personal data is being treated with concern.  The regulations were never intended to restrict business use of data rather ensure that they were demonstrating that they were being accountable for the proper use and care of this asset.

So what should business do if they want to leverage the benefits that data can bring? Jason explains ‘There are a couple of critical things that every business should look to exploit:

  • Create a data driven culture.  Like most things in business, it all starts with the leadership team developing a view of the future and supporting this with clear and tangible actions to drive cultural change. Without a vision and plan, you can spend an awful lot of time and money going nowhere fast.. Once you have are clear, it is imperative to engage and enthuse your teams to this vision so they can contribute and keep the journey energised.
  • Understand what data you have and what you need. Seems simple but its staggering the amount of businesses that simply don’t know what they collect and what they use.  Not only does this present a potential regulatory problem (if its personal data) but without the availability of pertinent and accurate data, businesses are back to relying on perception.  Simple tools such as user experience diagrams and operational process maps are invaluable at identifying what data is available and also whats required.  Once gathered, businesses can explore the relationships between data sets and thus create information and wisdom.  
  • Visualise it. There is no point having tonnes of meaningful data if you cant see what its telling you.  Data Visualisation tools and skills are vital at bringing the relationships and stories that data tells, to life.Visualisation helps inform and educate leaders and decision makers and timely visualisation can be used to empower change.
  • Above all, start small. In our experience, a big bang approach, rarely works.  Find a topic (increasing sales, increasing loyalty etc) and start there.  Create your vision, collect and identify data, fill any gaps, enthuse your teams and above all start to measure your progress through great visualisation.  There is an old saying management ‘you manage what you measure’ and this is still true. 

With data highlighted as the very foundation of any change program, its effective processing becomes vital.  The ability to recognise and process data effectively is a much a skill as it is a technological development and this all begins with a common denominator, Leadership.

Data2Action have a long pedigree of leading businesses through significant change.  Our team of friendly, knowledgeable and operational  practitioners can seamlessly support businesses with a wide range of services including: workshops and staff awareness training, full project management support, independent review of your processes, systems and plans.

Whether you want a friendly ‘sounding board’ or more detailed support, Data2Action can provide it

Contact details info@data2action.co.uk or ring 0333 202 6397

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Data2Action Blog

Data drives Directors in a new direction

Data drives directors in a new direction

A PAIR of directors who swapped the insurance industry for the tech sector are reaping the rewards with the continued expansion of their fast-growing start-up.

Jason Turner and Sarah Burns launched Data2Action in 2017, having worked at insurance giant BGL Group as operational directors for a combined total of nearly two decades.

Originally working from home, the pair launched the business by combining their extensive operational and business transformation experience to provide support to companies wanting to grow and improve their operating performance.

“Initially, we provided operational and data protection services to a number of large clients spread across the country,” Jason said. “Then, we started to see a real rise in demand from companies in the North East including those in the tech sector.

“Having both held senior positions at BGL Group, the parent company of Comparethemarket.com, we’d both witnessed first-hand the importance of using data effectively to drive operational performance.

“With the ever-present advancement in technology and the desire for most organisations to optimise their performance, many are looking at ways to transform what they do in order to future proof their business.

“Whilst buying technology goes someway to help that, creating a data centric culture is paramount to success and we believe as a centre for excellence, the North East has great potential.”

Data2Action

The introduction of GDPR last year had a huge impact on the business world, harmonising data privacy laws across Europe and ensuring businesses give greater protection and rights to the individuals whose data they capture and store.

Jason added: “It’s a commonly used phrase in the tech industry nowadays that data is the new oil, and it isn’t far from the truth. The value of data has risen massively in recent years and with the introduction of GDPR, it has become as important as ever for businesses to not only protect their data but also to maximise the effects of it.

“Research shows that up to 80% of business data in the UK actually goes unused, and by working with businesses we can leverage value by working smarter not harder. We help businesses understand what they have and work with them to improve the way they collect, store and utilise their data. This helps give leaders a better understanding of not only their business but also their customers, driving real organisational results.”

Data2Action helps companies understand, use and protect their data, increasing the value of this important asset and enabling them to gain a predictive insight into not only business performance but also into identifying opportunities for innovation and product development.

The company, which is based within a co-working facility at the North East Business and Innovation Centre (BIC), has grown rapidly since its launch two years ago – employing seven highly-skilled associates alongside Jason and Sarah – and has ambitious plans for the future.

“We can’t believe how fast we’ve grown over the last two years,” Jason said. “We now have a team of seven experts on our books, alongside Sarah and myself, and plan to continue growing this number as we look to the future.

“We’re currently looking at investing in a new office at the BIC, which will allow us to not only better serve our clients but also to bring all of our team together to think about how we can continue to improve our service going forward.

“It will also mean we’ll be located right at the heart of the North East, giving us easy access to our clients across the region as well as being able to tap into support from the local authorities, universities and of course the National Innovation Centre for Data at Newcastle University, which was a huge draw for us choosing the North East. Add to that the rapidly growing tech scene and it was a no-brainer.”

Donna Surtees, Centre Manager at the BIC, said: “We were delighted when Jason and Sarah first came to the BIC to hotdesk and are incredibly proud of how much they’ve grown in such a short period of time.

“To have already created seven highly-skilled roles and to already be looking at larger office space is testament to all of the hard work the team have put in over the last two years and we wish them all the best going forward.”

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CRM Tools: A Friend or Foe?


 By Sarah Burns, Director

‘Data? I don’t need help with that. I have 4 CRM’s’

This was feedback from a networking group we recently attended.  Whilst its easy to jump to conclusions re the effectiveness of such a strategy, the simple fact is that managing a customer relationship across 4 separate and I suspect, unrelated platforms is littered with issues and I was left wondering how effective this approach was in driving an insight into the customer experience and influencing their loyalty.

Data2action are invariably presented with a variety of CRM solutions engaged by todays businesses. Whether we are being asked to help improve operating efficiency, drive customer loyalty or help understand and mitigate privacy risks, relationship software has found its niche in most modern businesses and the numbers are truly breath taking.

As a concept, Customer Relationship Management has its roots in Marketing back in the 1980’s.  With the explosion of the digital economy,  Forbes now estimate the CRM market to be worth over $120 billion and with hundreds of different solutions on offer, it has helped transform the relationships between buyer and seller.  Improved sales and service processes, increased value and greater insight into customer behaviour are all benefits that CRM solutions can bring.  According to Nutshell:

  • The average return on investment on CRM software is $8.71 for every dollar spent.
  • They can help increase sales by up to 29%, sales productivity by up to 34%, and sales forecast accuracy by 42%.
  • 47% of users said that their CRM had a significant impact on customer retention.

It’s a business case that seemingly writes itself but does the implementations actually guarantee success?

All that glitters….

A quick search of the internet highlights the plethora of solutions promising significant return on investment but look more closely, there are also cautionary tales. In a 2017 blog, Intelestream pointed to research that highlighted a failure rate of between 47% and 63% for CRM solutions. They are not alone.  Gartner have also previously reported failure rates of 50% which should make Leaders nervous as to the potential returns. Our own experience highlights solutions that have failed to live up to expectations.  We commonly see poor adoption, lack of clarity of purpose, and questionable data as areas that are common place and in todays market where data privacy is a key concern for most businesses, a sub optimal solution may actually present unnecessary risks.

Before you ‘plug and play’

Its easy to be seduced by the ease of implementation and attractive business benefits that an effective solution can provide. However before you ‘plug and play’ here are some common themes we often see with our Clients:

Lack of clarity

Ask yourself, what exactly do you want the system to do for you and what are the specific benefits? Are you clear as to the measurable outputs you expect to attain in terms of your own business model and does the solution you are looking to engage deliver that?  We often conduct customer experience mapping exercises with Clients and its clear that much of the data that needs to be captured, simply isn’t there. Our experience highlights that a ‘one size fits all’ solution rarely satisfies the unique needs of a business and whilst its easy to be consumed with the ‘glitz and glamour’ of what the system was designed to do, have you a vision and the clarity of the expected outputs?

Cultural engagement

As with most digital transformation and adoption, engaging the key stakeholders in the business is key.  Implementation alone never drives success if the people that are to use it are simply not engaged and it cannot be easily integrated with your existing systems and processes. All too often such systems are driven by IT procurement when deep organisational value is derived when all stakeholders including end users and customers are engaged from the outset in the design and delivery. The value of the system is derived from the activity and data it produces and poor adoption and integration will create reduced buy in and reducing returns as alternative solutions are sought.  This can often lead to a cycle of switching CRM products creating more cost and anxiety.

Use and protect the data.

The effective analysis and use of the data that a good CRM solution provides will invariably help enhance your decision making and achieve your expected outputs.  However poorly structured, out of date, irrelevant data will reduce engagement and increase privacy risks. Not only will the benefits be hard to come by, in storing unnecessary, poor quality data you may run the risk of breaching the current privacy legislation. Understanding what you have, why you need it and who you share it with are all prerequisites when dealing with data today.

Data centricity – the new advantage.

Having a fully adopted and functional CRM solution can be a powerful weapon to any business.  The effective use of data in todays digital economy ca create significant value and competitive advantage and the successful adoption of a carefully considered CRM solution is key to much of that success.

Back to the 4 CRM business.  After a coffee and a chat, we set to work and they now have a coherent approach to maximising the customer data in their possession and are seeing real benefits in driving efficiency and effectiveness.  Oh and they have saved money with a single solution provided by another provider who received clear instructions as to their needs a built a solution to match.

www.burnsandturner.co.uk

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Perception is no longer enough – Data has to take the lead

Perception is no longer enough…Data has to take the lead

With nearly 25 years operational experience, I’ve been lucky to lead some significant transformational change programmes. Whilst conventional thinking and previous experience have certainly played their part, my latter foray into industries and technology unknown, has often challenged my own approach and paradigms. Are previous…

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Data2Action Blog

GDPR Healthchecks

By Jason Turner, Data2Action (Apr ’19)

We launched our GDPR ‘Healthchecks’ services some time ago now.

With so much hype and conflicting advice in the run up to 25th May 2018, we found that businesses have been keen to have an independent ‘sanity check’ on just how their organisation has been doing when considering the new regulatory requirements.

GDPR Healthchecks – what our data tells us

Our ‘healthcheck’ covers a number of key areas including:

GDPR Healthchecks
  • Governance and Control
  • Staff training and awareness
  • Dealing with Data Subjects rights
  • Dealing with data breaches
  • Managing 3rd parties
  • Implementing Privacy by Design

As the diagram shows, 59% of our health check criteria is being met.  Whilst its virtually impossible to compare that to a starting point (reporting on previous data protection compliance was pretty limited), our view is that this highlights that some progress has been made and that SME’s are taking some action to meet the new regulatory requirements.

Looking more closely at the areas reviewed, the results from the individual areas are quite broad.  There appears to be some pretty good progress on staff training and awareness and governance activity as businesses have looked to improve staff knowledge and update policies and procedures.  Interestingly, results also show that more could be done to ensure any training has actually been fully understood plus businesses ensure proper control mechanisms are in place to check policies and procedures are being followed.

GDPR Healthchecks – mixed progress

A constant theme from our audits is the mixed progress with dealing with 3rd parties, dealing with data subjects and their rights and understanding and developing a privacy by design culture.

In specific terms we have noted:

  • Businesses still have quite a bit to do in terms of recognising who they share data with and ensuring they are meeting the requirements of the regulations.
  • Despite training, actual understanding of the regulations and recognising and acting upon rights of Data Subjects is still somewhat of a ‘mixed bag’.
  • Having an ongoing programme to develop a culture of privacy in organisations still needs some work.

Progress is being made!

Whilst all of the above should be balanced with the Organisations attitude to risk, our overriding view is that progress is being made but there is still work to do!

To find out more about our Healthcheck services,  please contact us at info@data2action.co.uk and please do feel to connect with us on LinkedIn

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Everyone’s digitally transforming their businesses… aren’t they?


By Sarah Burns, Data2Action (Apr ’19)

We frequently get asked by clients to help with their ‘digital transformation’ programmes, sometimes at the outset as they work out exactly what such a programme could or should include and some, at the point their programme is deemed to have failed.

Many start out with a strong view that to achieve future success they must ‘transform digitally’ but when we dig a little deeper and ask exactly what they mean by this they struggle to give a direct answer. Some confuse digital transformation with digitalisation. Others feel they’ll be left behind if they don’t have digital technology in their business or they feel they need such a programme as ‘everyone else’ has one, haven’t they?

Well yes, that may be the case for both points and admittedly, ‘digital transformation’ does seem to be one of the current buzz words in business with benefits to business being widely reported.

However as we explain, it’s much more than just about new technology solutions and more about a whole business transformation, a complete programme of change geared around the organisation strategy and goals and which creates a fundamental new business model. To add further clarity, we explain the difference between digitalisation which is more akin to updating existing processes with a digital solution and digital transformation which is fundamentally doing something different.

Alarmingly, whilst many seem to be undertaking digital transformation programmes, a recent survey by Forester shows the majority (over two thirds) state they had failed to realise their business objectives. Only 16% in fact claim to have realised improved performance and more importantly, sustained improved performance.

So why might this be the case? Well, our experience shows many organisations approach digital transformation on mass and very often from an internal perspective. They implement new digital technology solutions that address an internal challenge, for example, to automate processes and cut costs, or because it’s the latest technology and it’s perceived to have worked for other businesses. That may well be the case however, all businesses are different, and its important to implement change that fits each business and more importantly is aligned to outcomes to improve either products or services for customers.

Taking a more external view such as a customer led approach, is much more likely to yield greater value. We’ve experienced situations where organisations have developed a new app for their customers or implemented an online chat solution into their service proposition. Both may well be game changing developments however this will only be the case if the solutions have been created from a customer (external) perspective. Just because you have new digital technology solutions available for your customers doesn’t necessarily mean they’ll automatically see any value and hence use the new solution as you expected.

Taking an external view will ensure your customer needs and experience are carefully thought through, before deciding what new technology is right to meet their needs. Taking this approach where customers are at the heart of the solution will result in greater usage, an improved customer experience and in turn improved business results.

So, if it’s about adopting an external view and truly understanding the needs of customers, how do you go about creating a digital transformation programme and what are the core components that will achieve your digital organisational strategy and goals?

From our experience, such a significant change programme must be created, led and supported by the Leadership team, but with input from employees and customers who hold vital insight into what is working now and what needs to change. This data and insight more often than not sits within your business. Do you currently measure your customers experience, or do you measure retention rates for example, if so, then this, amongst many other sources of data and insight, will lead you to understand what and how to transform, be it a change to a product or the service you provide.

Furthermore, creating a clear company communication plan that sets out the vision for the change will engender employee buy in and trust rather than fear and resentment. Hand in hand with communicating the vision is to develop a digitally savvy work force. This may mean upskilling current employees and/ or attracting new skills into the business. And finally, equipping your digitally savvy workforce with digitally enabled tools to do their jobs, and empowering them to think and work differently from more traditional methods, all of which will create a mindset and cultural change to achieve improved and sustained performance.

To find out more about how we can help with your digital transformation please contact us at info@data2action.co.uk

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Directors beware – They are coming for you!

It maybe the season of goodwill but that hasn’t stopped the ICO making further changes to Privacy legislation that will pour more misery on Company Directors.

As of the 17th December, Directors will be personally liable for nuisance marketing activity and could be forced to pay up to £500,000. Under changes to the Privacy and Electronic Communications Regulations (PeCR), the regulator is cracking down on Company’s who seek to avoid existing fines by winding up the Company in the face of regulatory scrutiny or monetary penalty and set up a new Co under a new name (so called ‘phoenixing’).  This change will hold Directors of Senior Officers more accountable moving forward and is hoped to further discourage poor practice.

To find out more:

https://ico.org.uk/for-organisations/guide-to-pecr/what-are-pecr/

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GDPR: The new ‘equity release’ for business

With virtually every form of media currently saturated with ‘all things GDPR’, it’s a sad fact that many businesses remain both perplexed by the changes and also unclear as to the value this can bring.  With less than 100 days to go, organisations big and small are mobilising to reach the new levels of compliance expected but how many are actually seeing this as an opportunity to unlock the value that GDPR can present?

Central to GDPR are people and their data with the regulations aiming to give individuals greater powers of control over their information. In order to comply with the new legislative requirements, businesses should by now be critically evaluating both the need for and the requirements of the data they collect and by reviewing their current  ‘people, process and technology’ systems, they should be looking to update and protect the same.   However being lost in the ‘white noise’ of confusion is the fact that within this process of re-evaluation by businesses, GDPR actually presents a whole host of benefits for businesses.

Read the full article here:

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GDPR – Directors in the dock?

The coming years, however, could see data issues as a further reason to put directors in the dock and a spur for this is likely to be the impending General Data Protection Regulation (GDPR)’

An interesting article from the Telegraph on cyber risk and how insurance can provide support.

https://www.telegraph.co.uk/business/risk-insights/directors-need-d-and-o-insurance/?WT.mc_id=tmg_share_tw