Thinking

When a customer feels valued, they will in turn provide higher value and deeper insights to an organization; it's that simple.

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?

A company’s resilience and longevity are often contingent on leadership ability to handle adversity. But adversity comes in different shapes and sizes, so how do leaders respond to crises and how do they adapt when business landscapes evolve?

Along with the shift to stakeholder capitalism, corporate purpose beyond profit continues to rise in prominence. But how effectively do these investments deliver on business outcomes?

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

How can leaders ensure business resilience when their worlds aren’t right-side up? Read as we discuss four basic principles she leans on in times of elevated uncertainty to propel a company forward.

Like so many other adjustments swiftly forced upon us, shifting from physical to virtual approaches in ethnography is imperative in order to connect with and learn from consumers. Discover four ways pivoting to virtual ethnography can bring new value, and even provide what we have been missing all along.

Many companies claim to be customer-centric, yet too many calculate their business prowess using internally-focused metrics. Learn how leveraging Customer Performance Indicators (CPIs) as success metrics can be transformative for both employee engagement and the ability to cultivate value for customers over the course of their lifetimes.

With the rise of cable-cutting and a growing generation of “cord nevers,” it’s clear the era of traditional mass messaging is over. Learn why brands need to fundamentally rethink strategies as we transition from mass messaging to targeted storytelling.

With technological advancements and the need to innovate and progress while providing safety, we’re heading toward living a touchless life. One thing is for sure – we must be in tune with customers to ensure their experiences are as emotionally in touch as they are functionally touchless.

Focusing on employees and focusing on customers are not mutually exclusive—they’re highly synergistic. As we shift from responding to crisis to embracing this unprecedented era of change, we must also embrace moves to engage and empower our employees.

We can all agree this year has forced us to respond and adapt in ways faster than ever before. And make no mistake, uncertainty is here to stay.

As retailers and etailers struggle to keep products stocked, many of us can attest to forgoing our favorite brands for any available brand on the shelf.

As organizations strive to connect with consumers in meaningful ways, it is time for brand storytellers to go back to basics and swiftly yet strategically reassess the characters and heroes of today’s storylines.

As many organizations struggle to navigate the uncertainty of the here and now, let alone the long term, understanding what matters most to this generation can help paint a clearer picture of tomorrow and fuel strategic future planning.

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.

Long before a mysterious virus entered our lives, we were in the midst of a more hidden, but still ominous epidemic of loneliness. Companies that put people before profits and form reciprocal relationships are the ones that will come out of this critical moment ahead.