How organisations understand what customers value

About this episode

The episode discusses how customer understanding drives strategy and growth in a digital-first organization.

In this guest episode of Hub & Spoken , Jason Foster , CEO & Founder of Cynozure, is joined by Kate Sargent , Chief Data Officer at the Financial Times, to discuss how customer understanding drives strategy, growth and trust in a digital-first organisation. Kate explains how the FT has evolved from a traditional publisher into a subscription-led business serving audiences from classroom to boardroom. She shares how customer insight underpins everything from acquisition and retention to product design and experience, guided by a clear set of "metrics that matter". The conversation explores how the FT segments its audiences, turns insight into action across the organisation and balances short-term performance with long-term value. Kate also reflects on the practical role of AI, from personalisation to governance, explaining why clarity of purpose and strong principles matter when adopting new technology. Listen here for a thoughtful discussion focused on data, customers and sustainable growth. Cynozure is a leading data, analytics and AI company that helps organisations to reach their data potential. It works with clients on data and AI strategy, data management, data architecture…

People in this episode

Host: Jason Foster

Guest: Kate Sargent

Topics covered

• customer understanding
• data strategy
• digital transformation
• subscription business
• AI in business
• audience segmentation

Keywords

• customer insight
• data analytics
• business strategy
• AI governance
• subscription model
• audience engagement

Mentioned in this episode

Organizations: Cynozure, Financial Times

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