Customer Experience (CX)

Customer Experience (CX) refers to the overall perception and emotional response a customer has toward a company throughout all interactions. Improving CX aims to enhance customer satisfaction, loyalty, and advocacy.

A Year In Review: A Recap of Consumer Insights in 2023 with Jenn Mancusi
Natalie Pusch

Natalie Pusch

Senior Content Producer at Greenbook

Latest

Navigating the New World of Research: A Conversation with Publix Super Markets' Lorin Drake
Natalie Pusch

Natalie Pusch

Senior Content Producer at Greenbook

5 Ways Translation Enhances Customer Experience and Drives Repeat Sales

Customer Experience (CX)

5 Ways Translation Enhances Customer Experience and Drives Repeat Sales

Explore the benefits of translation for your business. Learn how translation can improve customer experience and drive repeat sales.

Catherine Schwartz

Catherine Schwartz

Marketing & E-commerce Specialist

The Human Touch in AI-Driven CX: Strategies for Success with Jeannie Walters
Natalie Pusch

Natalie Pusch

Senior Content Producer at Greenbook

Get Inside Your Consumers’ Heads: 4 Ways to Create Meaningful CPG Products

Research Methodologies

Get Inside Your Consumers’ Heads: 4 Ways to Create Meaningful CPG Products

Out with the old, in with the new. The world is changing fast – which means brands and marketers need to come up with new innovations to keep up. Some...

NA

Nihal Advani

Founder & CEO at QualSights

Seamless Experiences, Lasting Impressions: Dish Network’s CX Approach with Dave Duganne
Natalie Pusch

Natalie Pusch

Senior Content Producer at Greenbook

Kayte Hamilton, Founder, 2023 Future List Spotlight

Future List Honorees

Kayte Hamilton, Founder, 2023 Future List Spotlight

Editor’s Note: The following interview features a Greenbook Future List honoree, Kayte Hamilton. The Greenbook Future List recognizes leadership, prof...

Karen Lynch

Karen Lynch

Head of Content at Greenbook

Stories to Be Told Will Elevate Your Innovation Practice

Behavioral Insights Academy

Stories to Be Told Will Elevate Your Innovation Practice

Jobs to be done is a concept that has been used by marketing and innovation organizations for more than a few decades. Its focus is on identifying nee...

Kristian Aloma

Kristian Aloma

Founder and CEO at Threadline

Using Behavioral Science to Build Elite Brand Equity

Behavioral Insights Academy

Using Behavioral Science to Build Elite Brand Equity

In today’s marketplace, many comparable products and services are often available, making it difficu...

Explaining the Say-Do Gap

Focus on APAC

Explaining the Say-Do Gap

The Challenge Helping people understand the difference between why consumers say things but don’t do them is an important part of the job for a resear...

Simon Edwards

Simon Edwards

Head of Customer Research, Insight and Analytics at ANZ Bank

8 (More) Ways To Maximize The Value of Voice In Your Research

Research Methodologies

8 (More) Ways To Maximize The Value of Voice In Your Research

People don’t always say what they think. If you want to better understand people, better predict behavior, and tell the story in the data in a compell...

Mike Page

Mike Page

Co-founder and CEO at Phebi.AI

Establishing a Customer-Centric Culture at your Company

Focus on APAC

Establishing a Customer-Centric Culture at your Company

When is the right time to establish a customer experience – or voice of customer – program for your company? I advocate for immediate action in this s...

Scott Downing

Scott Downing

Global Employee and Customer Experience Strategist

People & Technology: Finding Balance in ResTech

Research Methodologies

People & Technology: Finding Balance in ResTech

A lot of businesses in the ResTech sector are great at tech. A lot of businesses in the sector are great at people. The issue is, I’d wager too few…

Richard Thornton

Richard Thornton

NED at Walr

Does Your Brand Have a Cold, Wet Nose?

LevelUP Your Research

Does Your Brand Have a Cold, Wet Nose?

Many use the terms brand equity and brand health interchangeably; they shouldn’t. Brand equity refers to the size of a brand.  A brand with high brand...

Joel Rubinson

Joel Rubinson

President at Rubinson Partners Inc

Insights or Intuition? How Knowledge Management Improves Data Driven Decision Making

Insights or Intuition? How Knowledge Management Improves Data Driven Decision Making

We, as humans, are making decisions every single day. While some are bigger than others, at each intersection we call upon all the information we have...

Scott Litman

Scott Litman

Cofounder & Managing Partner at Lucy

How to Personalize Customers’ Omnichannel Experience

Research Methodologies

How to Personalize Customers’ Omnichannel Experience

Omnichannel personalization helps anticipate consumer needs and expectations. It leads to optimally satisfying those needs no matter when, where, or h...

Rob Press

Rob Press

Content marketing manager at Deputy

3 Emerging Qualitative Research Trends to Watch

3 Emerging Qualitative Research Trends to Watch

Insight experts across the industry are watching to discover what innovations arise in the next few years that will expand the reach, influence and ef...

Emily James

Emily James

Insights Marketer at FlexMR

How to Leverage ALL Your Data to Improve Customer Experiences

Research Methodologies

How to Leverage ALL Your Data to Improve Customer Experiences

These days, it seems like you can’t buy anything without getting some sort of survey right after the fact. Surveys are powerful tools for gathering in...

Jessica Petrie,

Jessica Petrie,

Senior Strategic Insights Consultant at InMoment

Using Data Science to Trust but Verify

Research Methodologies

Using Data Science to Trust but Verify

Demand for insights about customer experience is more urgent than ever. Whether it’s in-depth strategic research led by insights professionals or cust...

Bonnie Breslauer

Bonnie Breslauer

Chief Customer Officer at DISQO

Human Centricity is Key to Customer Centricity

Human Centricity is Key to Customer Centricity

Tech can help us achieve consumer and customer centricity in insights.

Thor Olof Philogène

Thor Olof Philogène

CEO & Founder at Stravito

The Platformification of QualiQuant Continues

Insights Industry News

The Platformification of QualiQuant Continues

Way back in the ancient days of the early 2000’s during the first wave of research technology growth several platforms emerged that combined quant met...

Leonard Murphy

Leonard Murphy

Chief Advisor for Insights and Development at Greenbook

How to Get Customer Feedback from Gens Y & Z

Research Methodologies

How to Get Customer Feedback from Gens Y & Z

Comparing Gens Y & Z to help with your product development.

Indiana Lee

Indiana Lee

Freelance Writer at Indiana Lee Writes

GreenBook 2022 Future List Spotlight: Gareth Bowden

Future List Honorees

GreenBook 2022 Future List Spotlight: Gareth Bowden

An interview with 2022 Future List honoree Gareth Bowden (FlexMR).

Greenbook Content

Greenbook Content

The Journey of One of PepsiCo’s Iconic Brands: The Research That Defined Fritos’ Appealing Human Truth
Anuradha Mohan

Anuradha Mohan

Manager, Strategic Insights at PepsiCo Foods North America

Insight Communities: Flourishing In a Time of Change
Leonard Murphy

Leonard Murphy

Chief Advisor for Insights and Development at Greenbook

GreenBook 2022 Future List Spotlight: Gracie McKinstry-Smith

Future List Honorees

GreenBook 2022 Future List Spotlight: Gracie McKinstry-Smith

An interview with 2022 Future List honoree Gracie McKinstry-Smith (Target).

Greenbook Content

Greenbook Content

GreenBook 2022 Future List Spotlight: Sumit Aneja

Future List Honorees

GreenBook 2022 Future List Spotlight: Sumit Aneja

An interview with 2022 Future List honoree Sumit Aneja (Voxco).

Greenbook Content

Greenbook Content

Behaviorally Targeted Surveys: The Marketer’s Secret Weapon

Research Methodologies

Behaviorally Targeted Surveys: The Marketer’s Secret Weapon

Why should marketers be using behaviorally enhanced surveys?

Caroline Kim

Caroline Kim

Product Marketing Manager at DISQO

Democratizing Research with Dovetail, the Next ResTech Unicorn
Leonard Murphy

Leonard Murphy

Chief Advisor for Insights and Development at Greenbook

Designing a Research Team with Range
Leonard Murphy

Leonard Murphy

Chief Advisor for Insights and Development at Greenbook

Assigning a Dollar Value to Your NPS Results

Research Methodologies

Assigning a Dollar Value to Your NPS Results

Six steps towards connecting your NPS data with financial returns.

Ryan Stuart

Ryan Stuart

Founder & CEO at Kapiche

CX-Related Defection – Timing is Everything

Gain & Retain®

CX-Related Defection – Timing is Everything

Diagnosing and solving the question of customer defection.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Making Surveys Human Matters Now More Than Ever

Research Methodologies

Making Surveys Human Matters Now More Than Ever

Humanising survey research is key to improving survey results & data.

Emily James

Emily James

Insights Marketer at FlexMR

Brand Loyalty and the Future of Business

Executive Insights

Brand Loyalty and the Future of Business

What is brand loyalty? What tactics do brands employ to solicit it?

Rudly Raphael

Rudly Raphael

Founder & CEO at Eyes4Research

Do Customers “Love” Brands?

Brand Strategy

Do Customers “Love” Brands?

We explore whether consumers can love brands, and, if so, how and why.

Jamin Brazil

Jamin Brazil

Chairman & CEO at HubUX

Why Customer Loyalty is More Important than Ever

Why Customer Loyalty is More Important than Ever

Rising acquisition costs have led to brands’ customer-centric approach.

Ashley Lightfoot

Ashley Lightfoot

Content Marketing Manager at Latana

The Spotify Fallout Teaches Us a Lesson on the Voice of the Customer

Insights Industry News

The Spotify Fallout Teaches Us a Lesson on the Voice of the Customer

The recent Spotify controversy created a window of opportunity.

Simone Somekh

Simone Somekh

Marketing Communications Manager at Revuze

People Hate Surveys but Love Being Listened to. Future Tech Says There’s a Better Way.

Focus on APAC

People Hate Surveys but Love Being Listened to. Future Tech Says There’s a Better Way.

The potential of digital humans to transform the survey experience.

Reg Price

Reg Price

Co-Founder at MirrorWave

Strong Link between Bad News and Loss of Value for Portuguese Banks

Insights Industry News

Strong Link between Bad News and Loss of Value for Portuguese Banks

A 2021 study reveals the value of unsolicited customer opinions.

Michalis Michael

Michalis Michael

Chief Executive Officer at DMR

Five Customer Experience and Market Research Predictions for 2022

Consumer Behavior

Five Customer Experience and Market Research Predictions for 2022

Alchemer’s 2022 predictions emphasize the growing importance of CX.

Chris Benham

Chris Benham

CMO at Alchemer

Market Research Predictions for 2022 (Part Two)

Customer Experience (CX)

Market Research Predictions for 2022 (Part Two)

Industry leaders’ MR predictions for the new year.

Leonard Murphy

Leonard Murphy

Chief Advisor for Insights and Development at Greenbook

Brand Loyalty: The Link between Attitudes and Behaviors

LevelUP Your Research

Brand Loyalty: The Link between Attitudes and Behaviors

Bringing attitudinal and behavioral perspectives together for predictive power.

Joel Rubinson

Joel Rubinson

President at Rubinson Partners Inc

Experience and Insight to Supercharge the Next Frontier of Brand Interaction

Focus on APAC

Experience and Insight to Supercharge the Next Frontier of Brand Interaction

COVID’s impact on Consumer Insight and Experiential Marketing.

Peter Harris

Peter Harris

Chief Research Officer at Advantage Group International

The Problem with Blaming the Survey for Poor Data Quality

Research Methodologies

The Problem with Blaming the Survey for Poor Data Quality

Respondent experience remains key to producing quality sample data.

Terence McCarron

Terence McCarron

CEO & Founder at OpinionRoute

5 Upcoming Travel Trends Pushed by UX Innovation

Artificial Intelligence and Machine Learning

5 Upcoming Travel Trends Pushed by UX Innovation

New UX innovations are driving changes in the travel industry.

Nikki Lavoie

Nikki Lavoie

Founder & CEO at MindSpark Research International

Woops! We Forgot to Define Value!

Gain & Retain®

Woops! We Forgot to Define Value!

Applying the value chain approach to marketing communications.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Meet Gen Z: Don’t Trivialize Your Brand’s Digital Presence

Customer Experience (CX)

Meet Gen Z: Don’t Trivialize Your Brand’s Digital Presence

Market research, customer experience, and advertising, meet Gen Z.

Jamin Brazil

Jamin Brazil

Chairman & CEO at HubUX

UMG’s Cassandra Tan Talks about Consumer Engagement during the Economic Downturn

Focus on APAC

UMG’s Cassandra Tan Talks about Consumer Engagement during the Economic Downturn

Talking COVID-19, Gen Z, TikTok, and the music industry.

Colin Wong

Colin Wong

Principal Consultant at Insights Heroes

CX Leaders – Your Expectations Are Too High!

Gain & Retain®

CX Leaders – Your Expectations Are Too High!

Is customer-centricity being taken to an extreme?

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Surveys Are Boring. It’s What You Do With Them That’s Exciting.

Research Methodologies

Surveys Are Boring. It’s What You Do With Them That’s Exciting.

Three ideas for beating survey fatigue.

James Sowden

James Sowden

Customer Success Director at InMoment

Most Organizations Are Not Designed for Growth

Gain & Retain®

Most Organizations Are Not Designed for Growth

How can a business structure itself effectively to drive growth?

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Why Marketers Should Be Excited About Apple’s iOS 15 Update

Research Technology (ResTech)

Why Marketers Should Be Excited About Apple’s iOS 15 Update

Everything you need to know about Apple’s iOS 15 update.

Tim Parkin

Tim Parkin

President at Parkin Consulting

A model for change: What market research can learn from B Corps

Customer Experience (CX)

A model for change: What market research can learn from B Corps

Establish B Corp principles and apply them to ensure high standards.

Sabrina Trinquetel

Sabrina Trinquetel

UK Sales Director at Measure Protocol

Why market research deserves a seat at the table

Research Methodologies

Why market research deserves a seat at the table

How do we get market research back around the decision-making table?

Robert Passikoff,

Robert Passikoff,

Founder & President at Brand Keys Inc

Brand Purpose – The Slippery Slope for Woke Brands

Brand Strategy

Brand Purpose – The Slippery Slope for Woke Brands

Do consumers actually support social justice messaging in advertising?

Piers Lee

Piers Lee

Director at BVA BDRC Asia

Using Agile Research to Drive Sales: A Case Study with Everipe and Dig Insights

Customer Experience (CX)

Using Agile Research to Drive Sales: A Case Study with Everipe and Dig Insights

Compare how consumers felt about the brand from their competition.

Dig Insights

Dig Insights

Unleashing the Value of Customer Intent and Intelligent Interventions

Customer Experience (CX)

Unleashing the Value of Customer Intent and Intelligent Interventions

Customer purchase intent in completing online shopping sessions.

Rogayeh Tabrizi

Rogayeh Tabrizi

CEO at Theory+Practice(TAP)

The Paradox of Rising CX Investment and Modest Improvements

Gain & Retain®

The Paradox of Rising CX Investment and Modest Improvements

Should digital transformation constitute CX investment?

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Less is Best in CX – Rationing Centricity

Gain & Retain®

Less is Best in CX – Rationing Centricity

Driving customer success through memorable experiences.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

The Next Growth Opportunity: Customer Insights In the Age of Agile

Focus on APAC

The Next Growth Opportunity: Customer Insights In the Age of Agile

Agile is a key lever for growth.

Nichola Quail

Nichola Quail

Founder and CEO at Insights Exchange

Empowered to Lead with Empathy: How Experian Health Used Alida to Discover and Act On VoC and VoE

Brand Strategy

Empowered to Lead with Empathy: How Experian Health Used Alida to Discover and Act On VoC and VoE

Listening to voice of customer and employee empowered Experian Health.

Experian Health

Experian Health

How to Create a Success Framework for Your Employee Experience

Customer Experience (CX)

How to Create a Success Framework for Your Employee Experience

Success Framework challenges an organization to think about EX.

Stacy Bolger

Stacy Bolger

Vice President, Global Employee Experience at InMoment

Operationalising CX Using Principles of Psychotherapy

Research Methodologies

Operationalising CX Using Principles of Psychotherapy

The use of principles from ABA ensures a better customer experience.

Nancy Jose

Nancy Jose

Consumer Insights Manager at ACT Fibernet

Does Postal Still Have a Role To Play In Market Research Data Collection?

Research Methodologies

Does Postal Still Have a Role To Play In Market Research Data Collection?

Postal has a place when conducting market research data collection.

Martin Cawley

Martin Cawley

Associate Director at Sample Answers Ltd

Classifying CX Initiatives – Part Four Brand Building

Gain & Retain®

Classifying CX Initiatives – Part Four Brand Building

Why your customer experience must align with your brand promises.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Aligning Department and Organizational Goals with LeapFrog/VTech

Brand Strategy

Aligning Department and Organizational Goals with LeapFrog/VTech

Insights success at the top children’s educational toy company.

Gregg Archibald

Gregg Archibald

Managing Partner at Gen2 Advisors

Classifying CX Initiatives – Part Three Retention

Gain & Retain®

Classifying CX Initiatives – Part Three Retention

Why your CX program should be informed by science for maximum ROI.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Want Better CX? Don’t Give Customers Your Best

Research Methodologies

Want Better CX? Don’t Give Customers Your Best

Why you really don’t want every customer to be completely satisfied.

Ken Peterson

Ken Peterson

President, Customer Experience at QuestionPro

Satisfaction and Recommendation: Should 2 KPIs Be Merged Into 1?

Focus on APAC

Satisfaction and Recommendation: Should 2 KPIs Be Merged Into 1?

Satisfaction and recommendation – should 2 KPIs be merged into 1?

Philip Derham

Philip Derham

Director at Derham Insights Research

Classifying CX Initiatives – Part Two Competitive Parity

Gain & Retain®

Classifying CX Initiatives – Part Two Competitive Parity

Why you need to keep your offer contemporary to remain competitive.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Classifying CX Initiatives – Part One

Gain & Retain®

Classifying CX Initiatives – Part One

Do your CX initiatives focus on these three core areas?

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Intensity Isn’t a “Nice to Have” Feature of X-Data, it’s a Critical Predictive Indicator

Research Methodologies

Intensity Isn’t a “Nice to Have” Feature of X-Data, it’s a Critical Predictive Indicator

Capturing intensity improves the accuracy of experience types by at least 60%.

Greg Haudek

Greg Haudek

Sr. Advisor, R&D, and Director of Operations and Product Marketing at Vizbii Technologies, Inc.

Is Your CX Program Relying on Magic?

Gain & Retain®

Is Your CX Program Relying on Magic?

Building a CX program that works.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

GreenBook Future List Spotlight: Lance Worley

Customer Experience (CX)

GreenBook Future List Spotlight: Lance Worley

GRIT Future List honoree, Lance Worley explains why “we ‘should’ know everything our company knows.”

Greenbook

Greenbook

When Effort is Meaningful

Research Methodologies

When Effort is Meaningful

Customer effort is an important indicator of CX but emotion is often left out.

Jennifer Passini

Jennifer Passini

Senior Strategic CX Consultant at InMoment

Being Selectively Customer Centric – Rationing Centricity

Gain & Retain®

Being Selectively Customer Centric – Rationing Centricity

Why no organization should pursue being entirely ‘customer centric’.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Online Survey Platforms Improve Insights When They “Talk” Less and “Listen” More

Research Technology (ResTech)

Online Survey Platforms Improve Insights When They “Talk” Less and “Listen” More

Incorporating AI and ML technology can create a more conversational, less transactional online survey experience.

Rasto Ivanic

Rasto Ivanic

Co-founder & CEO at GroupSolver

GreenBook Future List Spotlight: Mark David Alvarez

Customer Experience (CX)

GreenBook Future List Spotlight: Mark David Alvarez

GRIT Future List honoree, Mark David Alvarez, tells us about his quest to champion digital research in a highly face-to-face research-centric market.

Greenbook

Greenbook

The Folly of the ‘The Long and the Short of It’

Gain & Retain®

The Folly of the ‘The Long and the Short of It’

Communication designed only to elicit an emotion unaccompanied by reason to believe is inefficient and wasteful.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Heartstring Wars – The Festive Season Battleground

Gain & Retain®

Heartstring Wars – The Festive Season Battleground

There are three reasons for emotion in advertising. Does the big emotional Christmas ad contribute to them?

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

7 Tips to Improve Online Customer Service & Increase Sales

Research Methodologies

7 Tips to Improve Online Customer Service & Increase Sales

Leverage customer support to gain customer loyalty.

James Daily

James Daily

Navigating the New World of Research: A Conversation with Publix Super Markets' Lorin Drake
Natalie Pusch

Natalie Pusch

Senior Content Producer at Greenbook

5 Ways Translation Enhances Customer Experience and Drives Repeat Sales

Customer Experience (CX)

5 Ways Translation Enhances Customer Experience and Drives Repeat Sales

Explore the benefits of translation for your business. Learn how translation can improve customer experience and drive repeat sales.

Catherine Schwartz

Catherine Schwartz

Marketing & E-commerce Specialist

The Human Touch in AI-Driven CX: Strategies for Success with Jeannie Walters
Natalie Pusch

Natalie Pusch

Senior Content Producer at Greenbook

Get Inside Your Consumers’ Heads: 4 Ways to Create Meaningful CPG Products

Research Methodologies

Get Inside Your Consumers’ Heads: 4 Ways to Create Meaningful CPG Products

Out with the old, in with the new. The world is changing fast – which means brands and marketers need to come up with new innovations to keep up. Some...

NA

Nihal Advani

Founder & CEO at QualSights

Seamless Experiences, Lasting Impressions: Dish Network’s CX Approach with Dave Duganne
Natalie Pusch

Natalie Pusch

Senior Content Producer at Greenbook

Kayte Hamilton, Founder, 2023 Future List Spotlight

Future List Honorees

Kayte Hamilton, Founder, 2023 Future List Spotlight

Editor’s Note: The following interview features a Greenbook Future List honoree, Kayte Hamilton. The Greenbook Future List recognizes leadership, prof...

Karen Lynch

Karen Lynch

Head of Content at Greenbook

Stories to Be Told Will Elevate Your Innovation Practice

Behavioral Insights Academy

Stories to Be Told Will Elevate Your Innovation Practice

Jobs to be done is a concept that has been used by marketing and innovation organizations for more than a few decades. Its focus is on identifying nee...

Kristian Aloma

Kristian Aloma

Founder and CEO at Threadline

Using Behavioral Science to Build Elite Brand Equity

Behavioral Insights Academy

Using Behavioral Science to Build Elite Brand Equity

In today’s marketplace, many comparable products and services are often available, making it difficu...

Explaining the Say-Do Gap

Focus on APAC

Explaining the Say-Do Gap

The Challenge Helping people understand the difference between why consumers say things but don’t do them is an important part of the job for a resear...

Simon Edwards

Simon Edwards

Head of Customer Research, Insight and Analytics at ANZ Bank

8 (More) Ways To Maximize The Value of Voice In Your Research

Research Methodologies

8 (More) Ways To Maximize The Value of Voice In Your Research

People don’t always say what they think. If you want to better understand people, better predict behavior, and tell the story in the data in a compell...

Mike Page

Mike Page

Co-founder and CEO at Phebi.AI

Establishing a Customer-Centric Culture at your Company

Focus on APAC

Establishing a Customer-Centric Culture at your Company

When is the right time to establish a customer experience – or voice of customer – program for your company? I advocate for immediate action in this s...

Scott Downing

Scott Downing

Global Employee and Customer Experience Strategist

People & Technology: Finding Balance in ResTech

Research Methodologies

People & Technology: Finding Balance in ResTech

A lot of businesses in the ResTech sector are great at tech. A lot of businesses in the sector are great at people. The issue is, I’d wager too few…

Richard Thornton

Richard Thornton

NED at Walr

Does Your Brand Have a Cold, Wet Nose?

LevelUP Your Research

Does Your Brand Have a Cold, Wet Nose?

Many use the terms brand equity and brand health interchangeably; they shouldn’t. Brand equity refers to the size of a brand.  A brand with high brand...

Joel Rubinson

Joel Rubinson

President at Rubinson Partners Inc

Insights or Intuition? How Knowledge Management Improves Data Driven Decision Making

Insights or Intuition? How Knowledge Management Improves Data Driven Decision Making

We, as humans, are making decisions every single day. While some are bigger than others, at each intersection we call upon all the information we have...

Scott Litman

Scott Litman

Cofounder & Managing Partner at Lucy

How to Personalize Customers’ Omnichannel Experience

Research Methodologies

How to Personalize Customers’ Omnichannel Experience

Omnichannel personalization helps anticipate consumer needs and expectations. It leads to optimally satisfying those needs no matter when, where, or h...

Rob Press

Rob Press

Content marketing manager at Deputy

3 Emerging Qualitative Research Trends to Watch

3 Emerging Qualitative Research Trends to Watch

Insight experts across the industry are watching to discover what innovations arise in the next few years that will expand the reach, influence and ef...

Emily James

Emily James

Insights Marketer at FlexMR

How to Leverage ALL Your Data to Improve Customer Experiences

Research Methodologies

How to Leverage ALL Your Data to Improve Customer Experiences

These days, it seems like you can’t buy anything without getting some sort of survey right after the fact. Surveys are powerful tools for gathering in...

Jessica Petrie,

Jessica Petrie,

Senior Strategic Insights Consultant at InMoment

Using Data Science to Trust but Verify

Research Methodologies

Using Data Science to Trust but Verify

Demand for insights about customer experience is more urgent than ever. Whether it’s in-depth strategic research led by insights professionals or cust...

Bonnie Breslauer

Bonnie Breslauer

Chief Customer Officer at DISQO

Human Centricity is Key to Customer Centricity

Human Centricity is Key to Customer Centricity

Tech can help us achieve consumer and customer centricity in insights.

Thor Olof Philogène

Thor Olof Philogène

CEO & Founder at Stravito

The Platformification of QualiQuant Continues

Insights Industry News

The Platformification of QualiQuant Continues

Way back in the ancient days of the early 2000’s during the first wave of research technology growth several platforms emerged that combined quant met...

Leonard Murphy

Leonard Murphy

Chief Advisor for Insights and Development at Greenbook

How to Get Customer Feedback from Gens Y & Z

Research Methodologies

How to Get Customer Feedback from Gens Y & Z

Comparing Gens Y & Z to help with your product development.

Indiana Lee

Indiana Lee

Freelance Writer at Indiana Lee Writes

GreenBook 2022 Future List Spotlight: Gareth Bowden

Future List Honorees

GreenBook 2022 Future List Spotlight: Gareth Bowden

An interview with 2022 Future List honoree Gareth Bowden (FlexMR).

Greenbook Content

Greenbook Content

The Journey of One of PepsiCo’s Iconic Brands: The Research That Defined Fritos’ Appealing Human Truth
Anuradha Mohan

Anuradha Mohan

Manager, Strategic Insights at PepsiCo Foods North America

Insight Communities: Flourishing In a Time of Change
Leonard Murphy

Leonard Murphy

Chief Advisor for Insights and Development at Greenbook

GreenBook 2022 Future List Spotlight: Gracie McKinstry-Smith

Future List Honorees

GreenBook 2022 Future List Spotlight: Gracie McKinstry-Smith

An interview with 2022 Future List honoree Gracie McKinstry-Smith (Target).

Greenbook Content

Greenbook Content

GreenBook 2022 Future List Spotlight: Sumit Aneja

Future List Honorees

GreenBook 2022 Future List Spotlight: Sumit Aneja

An interview with 2022 Future List honoree Sumit Aneja (Voxco).

Greenbook Content

Greenbook Content

Behaviorally Targeted Surveys: The Marketer’s Secret Weapon

Research Methodologies

Behaviorally Targeted Surveys: The Marketer’s Secret Weapon

Why should marketers be using behaviorally enhanced surveys?

Caroline Kim

Caroline Kim

Product Marketing Manager at DISQO

Democratizing Research with Dovetail, the Next ResTech Unicorn
Leonard Murphy

Leonard Murphy

Chief Advisor for Insights and Development at Greenbook

Designing a Research Team with Range
Leonard Murphy

Leonard Murphy

Chief Advisor for Insights and Development at Greenbook

Assigning a Dollar Value to Your NPS Results

Research Methodologies

Assigning a Dollar Value to Your NPS Results

Six steps towards connecting your NPS data with financial returns.

Ryan Stuart

Ryan Stuart

Founder & CEO at Kapiche

CX-Related Defection – Timing is Everything

Gain & Retain®

CX-Related Defection – Timing is Everything

Diagnosing and solving the question of customer defection.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Making Surveys Human Matters Now More Than Ever

Research Methodologies

Making Surveys Human Matters Now More Than Ever

Humanising survey research is key to improving survey results & data.

Emily James

Emily James

Insights Marketer at FlexMR

Brand Loyalty and the Future of Business

Executive Insights

Brand Loyalty and the Future of Business

What is brand loyalty? What tactics do brands employ to solicit it?

Rudly Raphael

Rudly Raphael

Founder & CEO at Eyes4Research

Do Customers “Love” Brands?

Brand Strategy

Do Customers “Love” Brands?

We explore whether consumers can love brands, and, if so, how and why.

Jamin Brazil

Jamin Brazil

Chairman & CEO at HubUX

Why Customer Loyalty is More Important than Ever

Why Customer Loyalty is More Important than Ever

Rising acquisition costs have led to brands’ customer-centric approach.

Ashley Lightfoot

Ashley Lightfoot

Content Marketing Manager at Latana

The Spotify Fallout Teaches Us a Lesson on the Voice of the Customer

Insights Industry News

The Spotify Fallout Teaches Us a Lesson on the Voice of the Customer

The recent Spotify controversy created a window of opportunity.

Simone Somekh

Simone Somekh

Marketing Communications Manager at Revuze

People Hate Surveys but Love Being Listened to. Future Tech Says There’s a Better Way.

Focus on APAC

People Hate Surveys but Love Being Listened to. Future Tech Says There’s a Better Way.

The potential of digital humans to transform the survey experience.

Reg Price

Reg Price

Co-Founder at MirrorWave

Strong Link between Bad News and Loss of Value for Portuguese Banks

Insights Industry News

Strong Link between Bad News and Loss of Value for Portuguese Banks

A 2021 study reveals the value of unsolicited customer opinions.

Michalis Michael

Michalis Michael

Chief Executive Officer at DMR

Five Customer Experience and Market Research Predictions for 2022

Consumer Behavior

Five Customer Experience and Market Research Predictions for 2022

Alchemer’s 2022 predictions emphasize the growing importance of CX.

Chris Benham

Chris Benham

CMO at Alchemer

Market Research Predictions for 2022 (Part Two)

Customer Experience (CX)

Market Research Predictions for 2022 (Part Two)

Industry leaders’ MR predictions for the new year.

Leonard Murphy

Leonard Murphy

Chief Advisor for Insights and Development at Greenbook

Brand Loyalty: The Link between Attitudes and Behaviors

LevelUP Your Research

Brand Loyalty: The Link between Attitudes and Behaviors

Bringing attitudinal and behavioral perspectives together for predictive power.

Joel Rubinson

Joel Rubinson

President at Rubinson Partners Inc

Experience and Insight to Supercharge the Next Frontier of Brand Interaction

Focus on APAC

Experience and Insight to Supercharge the Next Frontier of Brand Interaction

COVID’s impact on Consumer Insight and Experiential Marketing.

Peter Harris

Peter Harris

Chief Research Officer at Advantage Group International

The Problem with Blaming the Survey for Poor Data Quality

Research Methodologies

The Problem with Blaming the Survey for Poor Data Quality

Respondent experience remains key to producing quality sample data.

Terence McCarron

Terence McCarron

CEO & Founder at OpinionRoute

5 Upcoming Travel Trends Pushed by UX Innovation

Artificial Intelligence and Machine Learning

5 Upcoming Travel Trends Pushed by UX Innovation

New UX innovations are driving changes in the travel industry.

Nikki Lavoie

Nikki Lavoie

Founder & CEO at MindSpark Research International

Woops! We Forgot to Define Value!

Gain & Retain®

Woops! We Forgot to Define Value!

Applying the value chain approach to marketing communications.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Meet Gen Z: Don’t Trivialize Your Brand’s Digital Presence

Customer Experience (CX)

Meet Gen Z: Don’t Trivialize Your Brand’s Digital Presence

Market research, customer experience, and advertising, meet Gen Z.

Jamin Brazil

Jamin Brazil

Chairman & CEO at HubUX

UMG’s Cassandra Tan Talks about Consumer Engagement during the Economic Downturn

Focus on APAC

UMG’s Cassandra Tan Talks about Consumer Engagement during the Economic Downturn

Talking COVID-19, Gen Z, TikTok, and the music industry.

Colin Wong

Colin Wong

Principal Consultant at Insights Heroes

CX Leaders – Your Expectations Are Too High!

Gain & Retain®

CX Leaders – Your Expectations Are Too High!

Is customer-centricity being taken to an extreme?

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Surveys Are Boring. It’s What You Do With Them That’s Exciting.

Research Methodologies

Surveys Are Boring. It’s What You Do With Them That’s Exciting.

Three ideas for beating survey fatigue.

James Sowden

James Sowden

Customer Success Director at InMoment

Most Organizations Are Not Designed for Growth

Gain & Retain®

Most Organizations Are Not Designed for Growth

How can a business structure itself effectively to drive growth?

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Why Marketers Should Be Excited About Apple’s iOS 15 Update

Research Technology (ResTech)

Why Marketers Should Be Excited About Apple’s iOS 15 Update

Everything you need to know about Apple’s iOS 15 update.

Tim Parkin

Tim Parkin

President at Parkin Consulting

A model for change: What market research can learn from B Corps

Customer Experience (CX)

A model for change: What market research can learn from B Corps

Establish B Corp principles and apply them to ensure high standards.

Sabrina Trinquetel

Sabrina Trinquetel

UK Sales Director at Measure Protocol

Why market research deserves a seat at the table

Research Methodologies

Why market research deserves a seat at the table

How do we get market research back around the decision-making table?

Robert Passikoff,

Robert Passikoff,

Founder & President at Brand Keys Inc

Brand Purpose – The Slippery Slope for Woke Brands

Brand Strategy

Brand Purpose – The Slippery Slope for Woke Brands

Do consumers actually support social justice messaging in advertising?

Piers Lee

Piers Lee

Director at BVA BDRC Asia

Using Agile Research to Drive Sales: A Case Study with Everipe and Dig Insights

Customer Experience (CX)

Using Agile Research to Drive Sales: A Case Study with Everipe and Dig Insights

Compare how consumers felt about the brand from their competition.

Dig Insights

Dig Insights

Unleashing the Value of Customer Intent and Intelligent Interventions

Customer Experience (CX)

Unleashing the Value of Customer Intent and Intelligent Interventions

Customer purchase intent in completing online shopping sessions.

Rogayeh Tabrizi

Rogayeh Tabrizi

CEO at Theory+Practice(TAP)

The Paradox of Rising CX Investment and Modest Improvements

Gain & Retain®

The Paradox of Rising CX Investment and Modest Improvements

Should digital transformation constitute CX investment?

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Less is Best in CX – Rationing Centricity

Gain & Retain®

Less is Best in CX – Rationing Centricity

Driving customer success through memorable experiences.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

The Next Growth Opportunity: Customer Insights In the Age of Agile

Focus on APAC

The Next Growth Opportunity: Customer Insights In the Age of Agile

Agile is a key lever for growth.

Nichola Quail

Nichola Quail

Founder and CEO at Insights Exchange

Empowered to Lead with Empathy: How Experian Health Used Alida to Discover and Act On VoC and VoE

Brand Strategy

Empowered to Lead with Empathy: How Experian Health Used Alida to Discover and Act On VoC and VoE

Listening to voice of customer and employee empowered Experian Health.

Experian Health

Experian Health

How to Create a Success Framework for Your Employee Experience

Customer Experience (CX)

How to Create a Success Framework for Your Employee Experience

Success Framework challenges an organization to think about EX.

Stacy Bolger

Stacy Bolger

Vice President, Global Employee Experience at InMoment

Operationalising CX Using Principles of Psychotherapy

Research Methodologies

Operationalising CX Using Principles of Psychotherapy

The use of principles from ABA ensures a better customer experience.

Nancy Jose

Nancy Jose

Consumer Insights Manager at ACT Fibernet

Does Postal Still Have a Role To Play In Market Research Data Collection?

Research Methodologies

Does Postal Still Have a Role To Play In Market Research Data Collection?

Postal has a place when conducting market research data collection.

Martin Cawley

Martin Cawley

Associate Director at Sample Answers Ltd

Classifying CX Initiatives – Part Four Brand Building

Gain & Retain®

Classifying CX Initiatives – Part Four Brand Building

Why your customer experience must align with your brand promises.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Aligning Department and Organizational Goals with LeapFrog/VTech

Brand Strategy

Aligning Department and Organizational Goals with LeapFrog/VTech

Insights success at the top children’s educational toy company.

Gregg Archibald

Gregg Archibald

Managing Partner at Gen2 Advisors

Classifying CX Initiatives – Part Three Retention

Gain & Retain®

Classifying CX Initiatives – Part Three Retention

Why your CX program should be informed by science for maximum ROI.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Want Better CX? Don’t Give Customers Your Best

Research Methodologies

Want Better CX? Don’t Give Customers Your Best

Why you really don’t want every customer to be completely satisfied.

Ken Peterson

Ken Peterson

President, Customer Experience at QuestionPro

Satisfaction and Recommendation: Should 2 KPIs Be Merged Into 1?

Focus on APAC

Satisfaction and Recommendation: Should 2 KPIs Be Merged Into 1?

Satisfaction and recommendation – should 2 KPIs be merged into 1?

Philip Derham

Philip Derham

Director at Derham Insights Research

Classifying CX Initiatives – Part Two Competitive Parity

Gain & Retain®

Classifying CX Initiatives – Part Two Competitive Parity

Why you need to keep your offer contemporary to remain competitive.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Classifying CX Initiatives – Part One

Gain & Retain®

Classifying CX Initiatives – Part One

Do your CX initiatives focus on these three core areas?

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Intensity Isn’t a “Nice to Have” Feature of X-Data, it’s a Critical Predictive Indicator

Research Methodologies

Intensity Isn’t a “Nice to Have” Feature of X-Data, it’s a Critical Predictive Indicator

Capturing intensity improves the accuracy of experience types by at least 60%.

Greg Haudek

Greg Haudek

Sr. Advisor, R&D, and Director of Operations and Product Marketing at Vizbii Technologies, Inc.

Is Your CX Program Relying on Magic?

Gain & Retain®

Is Your CX Program Relying on Magic?

Building a CX program that works.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

GreenBook Future List Spotlight: Lance Worley

Customer Experience (CX)

GreenBook Future List Spotlight: Lance Worley

GRIT Future List honoree, Lance Worley explains why “we ‘should’ know everything our company knows.”

Greenbook

Greenbook

When Effort is Meaningful

Research Methodologies

When Effort is Meaningful

Customer effort is an important indicator of CX but emotion is often left out.

Jennifer Passini

Jennifer Passini

Senior Strategic CX Consultant at InMoment

Being Selectively Customer Centric – Rationing Centricity

Gain & Retain®

Being Selectively Customer Centric – Rationing Centricity

Why no organization should pursue being entirely ‘customer centric’.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Online Survey Platforms Improve Insights When They “Talk” Less and “Listen” More

Research Technology (ResTech)

Online Survey Platforms Improve Insights When They “Talk” Less and “Listen” More

Incorporating AI and ML technology can create a more conversational, less transactional online survey experience.

Rasto Ivanic

Rasto Ivanic

Co-founder & CEO at GroupSolver

GreenBook Future List Spotlight: Mark David Alvarez

Customer Experience (CX)

GreenBook Future List Spotlight: Mark David Alvarez

GRIT Future List honoree, Mark David Alvarez, tells us about his quest to champion digital research in a highly face-to-face research-centric market.

Greenbook

Greenbook

The Folly of the ‘The Long and the Short of It’

Gain & Retain®

The Folly of the ‘The Long and the Short of It’

Communication designed only to elicit an emotion unaccompanied by reason to believe is inefficient and wasteful.

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

Heartstring Wars – The Festive Season Battleground

Gain & Retain®

Heartstring Wars – The Festive Season Battleground

There are three reasons for emotion in advertising. Does the big emotional Christmas ad contribute to them?

Ken Roberts

Ken Roberts

Chief Innovation Officer at Forethought

7 Tips to Improve Online Customer Service & Increase Sales

Research Methodologies

7 Tips to Improve Online Customer Service & Increase Sales

Leverage customer support to gain customer loyalty.

James Daily

James Daily

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