Videos + Webinars

In this session, learn what “customer-committed companies” are doing differently as they live out their purpose, and find meaningful ways you can influence your organization to do the same.

Learn how Igloo evolved from the cooler you grew up with to a household staple in a growingly competitive market.

Discover how the link between the outcomes that matter to customers (CPIs) and business growth (KPIs) can drive reciprocal value & growth for your brand.

At the most human level, all consumers are motivated by 15 intrinsic goals that help them thrive. Until now, no one has found the direct link between these goals and organizational business goals (KPIs).

Today’s leading companies are built on a foundation of innovation and disruption. But when it comes to unlocking new value across the spectrum of consumers, needs-based segmentation shouldn’t be left behind.

Does it ever start to seem like your research community has “run its course?” Or maybe you’re struggling to track accurate ROI and are beginning to wonder whether it’s worth the investment.

Delivering on customer centricity means gaining much more than feedback to concepts, but to understanding customer values, as well as behavioral shifts that impact business decisions from product development to marketing strategy.

While most companies, claim to be customer centric, our recent research shows that there is an inextricable link between the outcomes that customers value and the growth, that is customer retention and acquisition, that can be achieved by companies when they deliver on these outcomes.

Panels. Boards. Communities. Regardless of their origin and make-up, organizations strive to learn from their customers in an effort to drive customer-centric growth. But how do you know how much is too little or not enough when it comes to size, sample, engagement, technology, and of course, cost?

Gen Z will become the most studied generation of consumers yet. And when it comes to digital, behavioral data allows us to truly see what they care about, who they are, and what they’re doing.

Like so many other adjustments forced upon us this year, shifting from a physical to virtual approach has uncovered unexpected possibilities that would have gone unrealized otherwise.

Insights professionals have long been adept at measuring traditional drivers of loyalty and experience. But how many understand the organizational influences on those very drivers?

This virtual presentation will inspire organizations on how they can leverage their internal digital metrics with large-scale behavioral data and primary survey data to uncover new insights and strategies to better compete digitally.

David Robbins and Miranda Kaltenborn join Drew Finos of Amway Corp. for a case study based on the 2020 CX of M Industry Best Practices Award for understanding the customer.

Mobile ethnography—whether asynchronously uploaded by a subject or synchronously guided by a moderator—are in vogue right now. See consumer behavior through their eyes…and their smartphones.

John Joba & David Robbins present "Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives"

Online communities for today's professionals

Sarah Tarraf & David Robbins present “The Reciprocal Nature of ROI: Maximizing Value for the Customer”