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 importantWhy you need to be customer-obsessedThe relationship between data and providing better customer experiencesData-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 principlesUsing AI to measure the emotions of your customersWhy it’s on Data Leaders to quantify the value of the work we do Why it’s never enough to build foundationsPicking 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 monthsWhy 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