Email deliverability used to feel like a technical tick-box: authenticate the domain; hit send; watch the responses come in. Today, we’re a far cry from anything so cut and dry. Nowadays, a much tougher set of gatekeepers is judging every survey invitation: mailbox providers, corporate security tools, machine learning filters, and most importantly, the people…
Large language models (LLMs) are powerful but they are not infallible. Like all technology, they have limitations and weaknesses that compound as data sources become more complex and volume increases. Insights teams using LLMs for insight generation need to be aware of these factors as ignoring these limitations pose a serious risk: outputs become irrelevant,…
For years, brands believed loyalty was earned through rewards, discounts, and convenience. Then personalization became the next competitive advantage. Now AI is changing expectations again, and something unexpected is happening. Consumers are embracing AI in their personal lives while becoming increasingly cautious about brands using AI on their behalf. They’re willing to share data but…
Webinar synopsis: Email deliverability has quietly become one of the biggest blind spots in market research operations. ISPs are tightening rules, spam filters are getting smarter, and engagement signals now dictate whether your survey lands in the inbox or disappears into the void. The result: Even well-designed studies fail before they begin. In this session,…
The challenge This large telecommunications provider operates in a highly competitive market where rising customer expectations and increasing price pressure made retaining customers more challenging than ever. While the organization collected customer feedback across multiple channels, those insights weren’t connected to customer value or churn risk, making it difficult to understand which experience issues were…
AI is having workflow impacts, so what does that mean for our market research differentiators? Almost everyone is using it (well, 62% of research teams last year, which, compared to 39% the year before, is a pretty hefty shift). Certain tasks that once took days now take minutes. Survey drafts, summaries, even initial insight narratives…
On June 4, 2026, the HX Forum brought together 350+ CX, insights and research professionals from across APAC to explore how organisations can finally close the gap between insights and action in the age of AI. This flagship Press Ganey Forsta event featured leading brands including Flybuys, AMP, Specsavers, JAX Tyres & Auto, The NRMA,…
What does market research operational excellence, in the age of agentic AI mean? We can start to answer that by asking another question. What would you do with an extra 12 hours each week? It’s not a trick question. Recent estimates suggest that roughly 30% of all work activities could be automated by 2030, potentially adding around 12 hours of capacity per employee per week. And…
The challenge As a global leader in industrial automation and technical education, Festo serves more than 300,000 customers across approximately 60 countries. But as the organization expanded, capturing and acting on customer feedback consistently across regions, functions, and interaction channels became increasingly complex. Festo needed a unified approach to understanding customer experiences across touchpoints, identifying…
A customer leaves a one-star review in the morning. By lunchtime, three more come in citing the same problem at the same location. By the end of the week, dozens more will. The issue isn’t visibility. The signals are there. The feedback exists in reviews, surveys, contact center conversations, and employee comments. The problem is…
Webinar synopsis: When we launched the CX Transformation framework in 2020, our goal was simple: giving CX leaders a clear foundation for what best‑in‑class CX looks like and a practical guide to achieving it. That framework quickly became the backbone of our clients’ CX programs, helping organisations turn customer experience into a driver of growth…
AI is rapidly becoming the engine behind how organizations understand customer and employee feedback. From open-text survey responses to call center transcripts, AI-powered text analytics promises faster insights, deeper context, and the ability to scale listening like never before. But speed and scale introduce a new challenge: trust. Our latest white paper, Trusting AI-Powered Text…
The challenge This Fortune 500 automotive manufacturer knew that customer loyalty isn’t built at the point of sale alone, it’s shaped through every service interaction that follows. But while the organization had strong feedback programs across sales and service, those insights lived in separate systems, making it difficult to understand how service quality influenced long-term…
How do AI and empathy go together? As AI continues to reshape the way we gather, process, and display information, it’s tempting to imagine a future where dashboards practically design themselves. And in some ways, we’re already there: today’s AI tools can analyze patterns, recommend visuals, and even personalize experiences at scale. But despite all…
Enterprise CX programs collect more data every quarter and act on a smaller share of it. Dashboards multiply. Surveys keep firing. Reports land in inboxes nobody reads. Somewhere in that flow, the signal that should have changed a process or fixed a customer journey gets buried. Without the direction CX consulting provides, the program quietly…
Adding Press Ganey Forsta, the trusted standard for healthcare experience, to the Qualtrics XM dataset combines decades of proprietary healthcare data and regulatory systems with the leading XM AI & data platform to supercharge human experience management for all industries. AI is redefining patient expectations in real time, and healthcare systems are racing to close…
Aussie Broadband launches Forsta’s HX Platform to scale its Voice of Customer program and strengthen insight‑led decision‑making across the business. AI‑powered Text Analytics transform customer feedback into faster, targeted insights, delivered via executive summaries, actionable recommendations and role‑based dashboards. The program will enable Aussie Broadband to demonstrate CX impact and ROI, support its customer‑first, transparency‑led strategy and drive continuous improvement as the…
Nobody needs technology for technology’s sake. What market research teams do need are tools that fit the reality of the work: The deadlines, the complexity, and the constant pressure to do more with less. That may sound obvious, but in practice, plenty of platforms still expect researchers to bend to the software, rather than creating…
Some dashboards make an impression. Others make an impact. The difference is clarity. Because when you reduce the noise, focus on simplifying your visualizations, and spotlight what matters, insight does not just land, it lingers. In fact, studies show that the human brain can process images as quickly as 13 milliseconds. So you want them…
In the world of market research, a beautifully designed data visualizations means nothing if nobody understands it – or worse, nobody uses it. And yet, so many teams fall into the trap of designing for data, not people. If you want your data to have an impact, you need to start by knowing who it’s…