It’s all about the experience Today’s battleground is Customer Experience (CX): to win in the marketplace, brands need to deliver it in a seamless, consistent and fulfilling way. Research suggests the rewards for getting CX right are significant (increased customer retention and loyalty); as are the penalties for getting it wrong (customer churn and brand […]
4 features of tomorrow’s VOC platforms: what I learned from Medallia’s City Tour Read More »
Mike Stevens looks at how Orange, Worldpay and Just Eat have adopted research technology platforms to transform their management of customer insight
How 3 leading brands are adopting insight platforms Read More »
Read how successful research teams at Zillow, O2 and PMI drive behaviour change by appealing to users’ hearts as well as their heads.
How Insight Teams Drive Behaviour Change Read More »
Research & Analytics teams are changing: read how insight leaders are transforming their functions with new skills, more tools and greater commercial impact
How Research and Analytics Teams are Transforming Read More »
My last post here examined how tech tools can help in an ever-increasing set of research scenarios (checking hypotheses on the fly, qual at scale, easier analysis of ethno data & remote qual analysis). In this one, I look at where this might lead us. New skills, new roles, new tasks So what’s the payoff
Market research and technology: the future Read More »
The future of research is supposed to be healthy But it’s a conundrum. Managers are hungrier for customer insight and data than they have ever been. Maybe they’re more risk averse these days, and have to tick the box. Or maybe there’s a real trend toward putting the user at the heart of decisions. Either
Big money bets on the future of research Read More »
Out of the silence, a single word. “Idiot!” Me: a fresh-faced grad. My accuser: a red faced SRE. My crime? Forgetting to check my data tables against the hole count*. Meaning the whole deck had to be checked and re-written on the day of the presentation. Not my finest hour. It’s a reminder how much
Market Research and Technology: Past & Present Read More »
Emotion is key to designing digital experiences As a CX / UX agency, we have been working hard over the last 5 years to get deeper into the hearts and minds of users. We’ve been trying to define how the next generation of digital experiences should work. That means going beyond shiny features and whizzy
Opportunities and Challenges in EmotionAI Read More »