Today’s interview is with Ian Fitzpatrick, Chief Strategy Officer and founding partner at Almighty, a Boston-based digital agency that helps its clients reimagine what it means to be their customer, and build tools, systems and experiences that support those relationships. They recently published a new report called Hearts, then Charts: a framework for meaningful approaches to customer experience that explores the challenges that organisations face in becoming customer centric and what they need to do to achieve that. He joins me today to talk about their research and what brands and leaders can learn from it. Hat tip to Ian Golding for putting me onto the report via his blog.
This interview follows on from my recent interview – Let’s stop talking about data and start talking about outcomes – Interview with Geraldine McBride of MyWave – and is number 162 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Highlights of my interview with Ian:
About Ian (taken from his Almighty bio)
Ian is a founding partner at Almighty, where he leads a research and strategy practice charged with developing insights into the behaviours and needs of the people who use the products and services we build, and outlining strategies for creating more-relevant content.
Prior to founding Almighty, Ian had led new media design and development efforts at Mattel and Euro RSCG / Circle for clients like American Legacy/Truth, Verizon, Campbell Soup Company, Diageo and Symantec.
Ian has written for more than a dozen publications, including credits in SPIN, Chunklet, Alternative Press, Dusted and Interface Magazines. He is a frequent speaker and panelist, at events and programming sponsored by organizations ranging from The Ad Club to CMJ to MITX. Most recently, Ian has been engaged with Boston’s vibrant startup community, working as volunteer advisor with Mass Challenge through the MITX Up program.
Ian works across the full range of Almighty’s client roster, most-recently focusing his energy on the launch of New Balance’s Minimus footwear line, the rollout of a new social strategy for BJ’s Wholesale Club and the insights that informed the design of physical installations at the New Balance Boston Experience Store.