393 results found
How customers think, feel, and act: The paradigm of business outcomes Small data collection and analysis unlocks deeper customer understanding and business opportunity There is an inherent complexity and messiness when it comesto designing brand experiences. Like humans, what makes for acompelling experience isn’t static. Each customer has a unique profileof tendencies and preferences that […]
Challenging the status quo Driving CATI operations to the next level Sometimes simply maintaining the status quo is the easiest thing to do. If it ain’t broke, don’t fix it, right? But, if you are simply maintaining the status quo, how do you know there’s no room for improvement? For example, when was the last […]
Market research dives into digitization to build resilience in the pandemic Research companies are showing a new level of enthusiasm for gathering insights digitally. Much of it’s due to the pandemic, but it made good business sense even before. The ‘new normal’ in research The pandemic has forced many sectors of the insight industry to speed up their existing digitalization programs or even adopt online methods for […]
Social engagement: Designing for participant interaction The rise of social networking sites heralded in the era of the social web, where people interact with one another, both known (generally through sites like Facebook) or unknown (often through sites like Twitter). Given this widespread activity, there is often high expectation that social interaction within digital communities […]
Cruising Wyndham Destinations Asia Pacific’s customers to cloud nine Tools used How our software helped Wyndham Destinations Asia Pacific rise from “gut feel” to hard stats. The challenge Steering a big ship makes clear data a must Wyndham Destinations Asia Pacific quickly became the biggest vacation ownership business in the region. But quick growth can […]
I recently attended my first post-lockdown Quirks conference. Things were certainly different, but with good cause for optimism.
Thinking differently around the problem of CX disownership I was recently contacted by someone asking for some advice on how to drive ownership around poor customer experiences. I am sure a number of you have faced similar situations at some level at some stage. Indeed, it is almost a rite of passage for any CX […]
Accelerated change:Online focus groups are now mainstream In a matter of weeks, the COVID-19 global pandemic changed the daily lives of billions of people around the world as cities, states, and countries, shut down normal operations and billions of people sheltered in place in their homes. Even as restrictions loosen, many offices and schools remain […]
Five techniques to build a successful study Digital qualitative research can yield an extremely rich view of people’s lives, we just need to pause and consider the best way to approach it. The online medium is different, and as a result the research approach needs to adapt. Forsta is built upon the principle of getting […]
Customer experience: Different ways to uncover your Customer Truth™ The Experience Economy is forcing brands to rethink, innovate, create and automate their customers’ end-to-end experience to gain and keep customers. Today every customer interaction and touchpoint are important. The most powerful element that can be used by any business leader is authentically understanding, engaging and […]
