Content The future of customer experience is hidden in plain sight, and it’s not in your surveys. As CEO of Forsta, I’ve seen how the experience landscape has changed: people don’t always tell you what’s wrong. Increasingly, they simply walk away. Traditional feedback models on their own aren’t fast or rich enough to catch the […]
Content You’ve likely heard the term “tariffs” in recent media coverage; consumers have been inundated with the phrase in the last few months. While many are still uncertain of their exact implications, one thing is certain: tariffs are impacting the economy at a global level. In today’s unpredictable and uncertain economic landscape, few forces are […]
Press Ganey Forsta Named a Leader in the 2025 Gartner® Magic Quadrant™ for Voice of the Customer Platforms Recognition marks the third consecutive time Press Ganey Forsta has been positioned as a Leader Chicago – Press Ganey Forsta, a leader in experience measurement, data analytics, and insights, today announced its recognition as a Leader in […]
Content Despite all the buzz around delivering a positive customer experience, some still see Customer Experience (CX) management as soft science, as more PR than performance. And you can’t blame them. Early CX programs were long on surveys and short on outcomes. For years, NPS ruled the roost, offering scores without context and feedback without […]
Research HX deep dive: Data collection Smarter research starts with stronger data Every insight begins with a single data point. But when that data is scattered, inconsistent, or locked in outdated tools, the road to said insight is long, slow, and full of potholes. Data collection is the foundation of market research, yet inefficiencies cost […]
The hidden dangers of non-integrated AI Artificial Intelligence is the darling of the research world right now. And rightly so! When done well, AI can accelerate analysis, boost productivity, and help research teams uncover deeper insights faster than you can say “machine learning.” But of course, there is a catch: Not all AI tools are […]
Overcoming data quality challenges with AI AI: The rising data quality champion As a market research pro you’re making sense of the data mine. But when it’s messy, incomplete, or just plain unreliable, time can be a significant roadblock. Enter artificial intelligence (AI). Your companion when transforming chaos into clarity and delivering insights that drive […]
Content We’ve all been there, stuck in a customer service loop, repeating the same issue to different support agents. Clicking through an automated chatbot that doesn’t get it. Getting a mass email that completely misses the mark. Trying to click out of a product recommendation we would never be interested in. It’s frustrating, impersonal, and […]
Breaking down silos: The case for unified research platforms Picture this: Your research team is knee-deep in surveys, reports, and eleventy-billion different software platforms. There’s data in one place, analysis happening somewhere else, and reporting tools that refuse to talk to each other. Meanwhile, your client is tapping their fingers impatiently, waiting for insights that […]
Content Data is everywhere, but insights? Those are a lot harder to come by. In the current environment of perpetual information overload, the real power isn’t in collecting more data, but in asking the right questions and being able to act on the answers. Customer experience (CX) teams have long struggled with a simple truth: […]
