How EMI Music is Driving Cultural Change with Customer Insight

March 21, 2012 - PRLog -- Customer Management Exchange: Great of you to join us ahead of the exchange. I'd like to ask you a couple of questions in today’s show, starting with how is consumer insight being used at EMI Music, in your view?

D Boyle: Well, it’s being used by most people for most decisions, most of the time, something like that, I would say. I think three years ago we created consumer insight at EMI, and by really trying to understand what it was people were wrestling with in their day to day when they were signing up, or busking albums or designing products, by really trying to understand what the issues were that they faced, we designed something that really makes sense for them, and is now a natural part of the way people think and help them to do their jobs.

Customer Management Exchange: So, to dig a bit deeper into this, what results has this seen, and how are they subsequently adopted back into the business more widely?

D Boyle: Yes, really the results are about everything it is we do. It’s not a hard question to answer. I don’t like it when we do big projects and we have interesting and exciting headlines from them. You know, that’s the way that normally works. I much prefer it when you give people data and conclusions and reports that they interpret and they make sense of and that they then make use of.

David Boyle will be speaking at the Customer Insight and Analytics Exchange, due to take place 09 - 11 July 2012 in London. For information please visit www.customerinsightexchange.com, call +44(0) 207 368 9300 or email exchangeteam@iqpc.com.

Download the interview in full here: http://www.customerinsightexchange.com/Event.aspx?id=6804... &utm_medium=HWOnline&utm_source=PR Log&MAC=HW_PROMO_18539.003 _PR