Summary
There is no shortage of data in our organizations, including that which comes from research studies, in today’s “data-driven” organizations. Due to sheer volume, attention is often focused on the myriad tools and methods that exist to gather and manage data, not on the importance of establishing context and coherence across data sets. This talk will explore how researchers are uniquely qualified to use a mixed-methods mindset to transform fragmented data collection into meaningful insights, examine the barriers that challenge this outcome, and learn from real world examples about how to get stakeholders to demand the same.
Key Insights
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Data alone is raw and has no inherent value without context, synthesis, and human interpretation.
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The Data-Information-Knowledge-Wisdom pyramid is not a simple linear progression but requires active construction of knowledge through reflection and sensemaking.
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Researchers function as sense makers and bridge builders who connect fragmented data to create holistic customer and business insights.
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Not all subscription cancellations are negative; some represent temporary pauses, which can be reframed as retention opportunities.
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Combining research efforts across teams under unified learning agendas enhances transparency, collaboration, and resource efficiency.
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Journey mapping with both qualitative and quantitative data helps operational teams see upstream indicators rather than just lagging metrics.
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Interpretation of data should be a collaborative team sport to foster shared ownership of insights and recommendations.
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Embedding constant, strategic questions in research guides sustains a long-term understanding of customer value drivers.
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Researchers need to adopt the role of omnichannel data gatherers and interpreters rather than sole creators of primary research.
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Shifting from a data-driven to an insights-driven culture requires active interventions that ‘thicken’ data with meaning and emphasize customer experience over siloed product metrics.
Notable Quotes
"Because we have more data doesn’t mean we are doing better research."
"We are drowning in an endless sea of data, yet we are stuck in an insight desert."
"Knowledge is constructed; it does not exist without human intervention and context."
"Researchers are uniquely positioned to be sense makers for the business, connecting the dots between data, knowledge, and wisdom."
"It’s those value propositions that need to be decoded at the human level and then coded back into the data, not vice versa."
"If the only tool you have is a hammer, you will start treating all your problems like a nail."
"Not all cancellations are final exits; many represent temporary breaks and opportunities to engage customers differently."
"Shared understanding is what helps you work together; it’s their insights, not ours."
"Research is both a noun and a verb – a process of collecting, gathering understanding, proposing, considering, observing, and interpreting."
"Let’s thicken data with meaning, be catalysts for collaboration, and use a customer experience lens to break out of product silos."
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