Thinking

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.

On the surface, the notion of pivoting from in-person to virtual experiences could mean compromising a deeper understanding of customer needs. But in actuality, it can open the door to valuable insights.

While traditional ask-answer approaches for qualitative research moderators will still exist, the time is now to look at opportunities for more meaningful connections.

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 leverage 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.

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.

Shifting from physical to virtual ethnography is imperative in order to connect with and learn from consumers. But pivoting can bring new value, and 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. Enter Customer Performance Indicators (CPIs).

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.