In this 15-minute episode, the first of season 3, James looks at how successful Insight teams can drive change through communication. In season 2, we looked at how Insight people can influence the senior managers who make key decisions. That’s usually the best way to achieve the most impact. But if your company aspires to be truly customer-centric, then it follows that there will be far more employees who need to understand fundamental aspects of customer relationships, behaviour, and its drivers than you could possibly talk to. Insight teams cannot be present in every discussion that affects corporate decisions. But insights and insight – the actionable knowledge that we develop - can be present, if an Insight team has a clear focus on disseminating its understanding.