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…
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…
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…
Webinar synopsis: AI is reshaping the retail customer experience, but consumer trust, adoption, and expectations aren’t evolving at the same pace. Based on findings from Forsta’s latest Retail Pulse research, this webinar explores how shoppers are actually using AI today, where it’s adding value, and where it’s creating friction. Join us for a data-driven discussion…
The challenge Sky Deutschland set out to elevate its customer experience to match the premium entertainment it delivers but insight into that experience was fragmented across channels, teams, and service centers. To move forward, Sky Deutschland needed to unify insight, connect teams, and shift from measuring interactions to truly understanding the human experience behind them….
Over the last decade, I’ve watched the customer journey transform numerous times. From in‑store only to desktop and then mobile, we’ve steadily moved toward shopping “everywhere, anytime”. With these advancements, new capabilities have emerged like BOPIS, inventory visibility, search, social discovery, and ratings into the everyday experience. Each wave accelerated faster than the last as customers grew more comfortable with new capabilities and made them habits. As we…
A missed delivery. A broken experience. A simple question that goes unanswered. None of these moments define customer experience on their own but how quickly you respond to them does. Wait too long, and that gap fills with frustration. Stretch it further, and it turns into churn. Leave it unanswered, and it becomes distrust. That’s…
Why is dashboard design so important? Because you can build a dashboard with perfect data, brilliant visuals, and spot-on metrics… and still find no one’s using it. Why? Because it didn’t land. It didn’t spark curiosity.It didn’t feel simple or clear.It didn’t make the story obvious. That’s why step one in any good dashboard strategy…
When Apple releases a new iOS update, most organizations think about user experience, app compatibility, or security. But iOS 26 introduced a quieter shift; one that’s already impacting how brands collect feedback at scale. As this rollout includes features like “Screen Unknown Senders,” short message service (SMS)-based outreach, which has long considered one of the most effective channels for customer feedback, new sources of…
For years, Voice of the Customer (VoC) programs have been the foundation of customer experience strategy. But today, that foundation is under pressure. Survey response rates are declining, customer journeys are more fragmented, and some of the most valuable experience signals remain disconnected from traditional VoC efforts. Modernizing VoC requires a shift to connected listening—an…
AI has become impossible to ignore in market research. That part is obvious. What’s less obvious is what AI efficiency actually means in practice. This isn’t just a story about faster survey programming, quicker summaries, or dashboards that build themselves. That’s only part of the picture. The bigger pressure now is that market research teams…
AI has changed the rules of CX. But most organizations are still reacting, not predicting. Enterprises today have more customer data than ever before. Surveys, behavioral signals, operational metrics, and employee feedback flow continuously. Yet despite this visibility, leaders still struggle to anticipate churn, protect revenue, and act before risk escalates. The issue isn’t a…