Research & Articles
Explore customer economics, technology, management, and strategy perspectives with Field Bell Institute articles and research summaries.
“Without data, you’re just another person with an opinion.”
This famous quote, allegedly by the celebrated W. Edwards Deming, the patron saint of the quality movement, is dear to our heart.
In a sea of populist belief systems and technology product marketing that has swarmed the customer domain, our commitment to evidence based education is resolute.
See what that looks like in practice in the research and articles below.
Study: The State of Education in Customer Management
This 2023 study by the Field Bell Institute examines the gap in independent tertiary education for the sector, and the corporate losses it drives.
The findings revealed strong industry demand for evidence-based education, a key catalyst for the Institute’s Mini MBA program.
Articles
NPS is a Cockroach. But There’s Something More Important.
You know, it’s a funny thing. NPS, belatedly, is part of the curriculum in my class. But it sure didn’t start that way, not that I was trying to diss it. It’s just that once you understand valid customer management methods, it’s simply not a system-relevant test, and so there was no reason to teach […]
How the Education System Failed Customer Leaders
From marketing technology teams, to contact centre operations and retailers, and from marketers to those who work under moniker of ‘customer experience’, the absence of specialist higher education in the administration of the corporate customer base is now manifest in losses, which cumulative studies show to exceed 10 trillion USD. Naturally, that starts to get […]
Popular AI Myths in the Customer World
There is no denying that the promises, and perhaps the threats, of the AI era should be taken very seriously indeed. Leaders like Sundar Pichai are on record, predicting that its effects will be more profound than the arrival of electricity. That’s quite staggering. Professor of Computer Science at Stanford University, Fei-Fei Li, said: “The […]
One-on-one with Aarron Spinley
We wanted a candid sit-down with our professor, Aarron Spinley. He didn’t disappoint. With the September 2025 intake still fresh from celebrating their graduation from the Mini MBA in Customering, its program director is already busy meeting with corporates as they plan the professional development of their teams in 2026. It can be a perilous […]