There is a wealth of evidence that great customer experience (CX) drives better business results across a diverse range of industries. Despite this evidence, outstanding CX is still rare. Andres Mendez examines what can be […]
Research pathways merge as evolution meets evolution, writes Jason Mallia. Until now, much of the debate about the disciplines of market research and customer experience has focused on their differences. An element of snobbery about […]
Customer Experience measurement needs to move beyond pain point removal to emotional delight, argues House of Brand CEO Peter Drinkwater. In an era where customer experience and marketing need to increasingly work together, and amid […]
Christophe Vergult and Matthew Jorgenson reveal what cows have to do with Volkswagen. When it comes to customer experience practices, many companies have a mature process in place to measure touchpoints on an ongoing basis, […]
Efforts to bring together transnational data with both strategic CX data and other sources of information can be particularly fruitful, writes Dr Violet Lazarevic in an opinion piece. Customer experience or CX is a major […]
A famous quote by designer Robert Fabricant is precisely where we need to begin: ‘Behaviour is the medium of design.’ Design can only be effective if we listen to what our users are trying to […]
Mike Stevens (UK) is about demystifying UX and CX for researchers. Mike says “UX is about a product or service-specific experience; CX is the cumulative experience of a company or brand. UX is a component […]
Jennifer Serrano explains how five principles of Behavioural Economics have the power to transform the research experience for participants. Jen Clinehens, who is head of experience at The Marketing Store (Europe), shared five principles of […]
MEDIA RELEASE: 20 February 2020: Verdane, the northern European specialist growth equity investor, has acquired Confirmit, the leading global solutions provider for customer experience (CX), employee experience and market research. Verdane is the major investor […]
Robert Van Veenendaal explains how market research professionals can leverage AI to advance CX program maturity, ultimately leading to improved business performance. Artificial intelligence is being embedded in more enterprise organisations, which presents a unique […]
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