Resource library
Introducing the future of Experience & Research technology
The future is human The future is human This paper is for anyone leading or drivingCustomer Experience, Insights or Research efforts. Treat me like a human I am not your consumer, your user, your respondent. I am not the sum of my clicks, likes and shares. I am not my purchase history, my demographics, my […]
Diving deeper: CX analytics explained
Diving deeper: CX analytics explained Wouldn’t it be lovely if your business had a crystal ball that would tell you what the future holds and how to improve it? With that information, you could plan the most effective steps to drive revenue or beat out the competition. Unfortunately, there are no crystal balls in business. […]
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Subtract From Your Customer Experience, Because You’re Adding Too Much
GARTNER REPORT Subtract From Your Customer Experience, Because You’re Adding Too Much Often, in an attempt to create an enjoyable experience, customer experience (CX) programs become overengineered. They focus on the bells and whistles instead of the human. The recent report by Gartner®, Subtract From Your Customer Experience, Because You’re Adding Too Much addresses how to […]
Customer Experience (CX) insights in a class of their own
Customer Experience (CX) insights in a class of their own Customer Experience (CX) insights in a class of their own How Forsta helps global education group Cognita learn from the voices that matter to its multiple schools. Contents Introduction How Forsta helps global education group Cognita learn from the voices that matter to its multiple […]
The operational leader’s guide to HX
The operational leader’s guide to HX The operational leader’s guide to HX Build systems and break silos Contents Introduction Build systems and break silos Introduction When you have a streamlined, customer- driven system of agile improvements, you can expect substantial returns. When you know how to get the best out of it, CX pays – […]
HX Catalysts: Customer Needs Solution
HX catalysts Customer Needs Solution Know your customers better than they know themselves. Customer needs solution Do you know what your customers need now and what they’ll need later? Do you act quickly and effectively to meet changing customer expectations? Can you deliver on your promises at optimal cost? Closing the customer say-do gap has […]
Episode 08: Sven Gierlinger | Northwell Health
HX SUPERHEROES PODCAST Episode 08: Sven Gierlinger | Northwell Health Tune in to this episode wherever you get your podcasts. If you found this episode insightful please like and subscribe. Can a patient transform the healthcare industry? When it comes to healthcare, the patient experience goes beyond just the physical. Sven Gierlinger, Chief Experience Officer at Northwell Health, is the vanguard of change in […]
Building an information super-highway for Transport Focus
Building an information super-highway for Transport Focus Tools used Deck creation Data repository Cross tabulation Infographic dashboards PowerPoint batch reporting Transport Focus is an independent watchdog for transport users. Looking out for the interests of passengers and drivers in the UK. It wanted to open its survey data to the public, which meant it needed […]
Learning to speak Culturati’s language
Learning to speak Culturati’s language Tools used Market research firm Culturati needed to keep their mobile-using survey participants engaged – in English and Spanish. The challenge Making surveys work in two languages – and on the go Culturati knew how important the Hispanic market was for their research. They’d already built a Spanish-speaking panel – but to keep growing, they needed two things. First, to manage surveys in more […]
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Cint and Forsta’s strategies to safeguard survey integrity
Cint and Forsta’s strategies to safeguard survey integrity Ghost completes haunt the vast majority of the market research industry. These increasingly common responses shake survey integrity – leading to inaccurate data and compromised research outcomes. They also drive significant extra costs for the market research industry. Join us in an action-packed session with Cint, a […]
The AA goes the extra mile for their customers
The AA goes the extra mile for their customers Tools used The Automobile Association (AA) is a British motoring association founded in 1905, and provides vehicle insurance, driving lessons, breakdown cover, loans, motoring advice, road maps and other services. As the largest and one of the oldest motoring associations with over 12M members, the AA […]
Forsta Discussions
Forsta Discussions Put focus groups at your fingertips We’ve made it easy to add qual to your toolbox – and extend your research to include focus groups and in-depth interviews – in just a few clicks. Watch this Demo for a peek inside our new DIY focus group tool, Discussions; where you can create, moderate, […]
Does your research have feelings? How to enhance your quantitative research with qualitative depth
Does your research have feelings? How to enhance your quantitative research with qualitative depth Modern survey technology helps you gather feedback from hundreds or thousands of people. All around the world. In just a few hours. Surveys measure experiences, test new products, and predict elections. And now you can make them even more powerful. Qualitative […]
Forsta Plus Panel Management
Forsta Plus Panel Management Gain deep insight into attitudes and behavior The ability to build and maintain a high-quality panel is a critical component for market research firms and many Customer Experience programs. So, you need technology to make sure you can develop and maintain high-quality panels with powerful, yet easy-to-use sampling feature that get […]
Helping Blauw’s clients ease into success
Helping Blauw’s clients ease into success Tools used Deck creation Cross tabulation Infographic dashboards CX and EX management PowerPoint batch reporting How our software helped market research and consulting company Blauw Research meet its own expectations and get their clientele to the next level. The challenge Meeting great expectations with great software Blauw wanted to evolve and had big […]
Helping Unruly become masters of video engagement
Helping Unruly become masters of video engagement Tools used Deck creation Data repository Cross tabulation Infographic dashboards PowerPoint batch reporting How our software helped advertising tech company Unruly deliver to its clients and go big. The challenge Beefing up scale Unruly wanted to scale up. They wanted to support the delivery of video content to large audiences, integrate with […]
Bringing CSBA closer to its clients
CSBA needed a dashboarding platform that would free them up to spend more time with clients. Our software was at the ready.
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Next-gen research reporting: How to choose the right tech to help you tell your data stories
Next-gen research reporting: How to choose the right tech to help you tell your data stories In a sea of visualization tools, we get lost choosing the best tools to meet our needs. So how can you decide when to use business intelligence tools and when to use market research-specific tools? Join us and Alexander […]
Web Summit Masterclass: Storytelling the Human Experience of data
Web Summit Masterclass: Storytelling the Human Experience of data Throughout the history, humans have used stories to illustrate their lives and communicate with each other. A story is the fastest way to help your audience understand what you mean. And with just a handful of storytelling techniques – and cutting-edge technology – you can frame […]
Embedding the customer’s voice across DHL Global Freight Forwarding business
How Forsta Visualizations connects hundreds of team members in dozens of countries
Take your reporting into the future with Forsta
Take your reporting into the future with Forsta Who is Forsta? How did we get here? And where could you go with us? Our demo of Forsta Visualizations will give you a glimpse of how we can help you deliver reports 40% quicker. From easy-to-use online dashboards to exciting PowerPoints, we’re here to help you […]
Your customers’ emotions matter
Your customers’ emotions matter Forsta commissioned Forrester Consulting to investigate the motivations underlying consumer decision-making. The results were conclusive: emotions don’t just matter, they drive business outcomes. The way customers think and feelexplains why they take action Brands can predict business outcomes by examining how their customers think and feel. A one point* gain in […]
Understanding today’s families – and how to market to them
Understanding today’s families – and how to market to them Tools used Research company The Family Room knew families had changed. But what does that mean about how they buy – and how marketers should talk to them? We stepped in with the tech to help. The challenge Measuring how families are changing the way they buy The Family Room was […]
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Putting humans into market research: How human-centered design can boost your research results
Putting humans into market research: How human-centered design can boost your research results Ever wondered how you can deliver better, faster, and more holistic insights to your clients? Tune in for this on-demand webinar with Forsta’s Chief Product Officer, Brian Bhuta to explore how core principles of human-centered design can help market researchers boost results, […]
Forsta Discussions
Forsta Discussions Get to the heart of what matters with in-depth conversations Discussions is a DIY video conferencing tool to schedule, conduct and observe online one-on-one interviews or focus groups. It is integrated into the Forsta HX platform, allowing you to extend and enhance your research. Delve into the human experience and get deeper insights […]
How research agencies can thrive in a downturn
How research agencies can thrive in a downturn Research agencies that combine leading-edge software with deep human expertise will be strongly positioned to create value for their clients – whatever the economic climate. But how do you execute this? And how do you maximise the Human Experience opportunity in a downturn? In this expert webinar […]
Top tips for choosing a focus group tool
Top tips for choosing a focus group tool Gloves off Are you running focus groups? Got the features you need? Ten hard-hitting questions. 1. Want to avoid fiddly downloads? Forsta InterVu runs in the respondent’s browser. No plugins. No downloads. Just hit it. 2. No such thing as a free lunch? Forsta InterVu is based […]
Why qualitative wins: The future of human experience insights
Why qualitative wins: The future of human experience insights Why qualitative wins: The future of human experience insights The growth trifecta: why qualitative research is growing so fast Tell me more. And more. And more. We want the full story. The colors, the shapes, the sounds, and the feelings. It’s no longer enough to sift […]
CXM big and small data integration
CXM big and small data integration Forsta sponsored a study by Harvard Business Review Analytic Services to explore the roles of Big Data and Small Data for organizations in understanding their customers. 98% believe understanding customers is crucial to creating relevant customer experiences. But only 23% say they understand very well why their customers act […]
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Bernstein Research Group brings human connections to life with digital tech
Bernstein Research Group brings human connections to life with digital tech Tools used Bernstein Research Group has helped hundreds of brands gain valuable insight into their users and target customers to help refine products, positionings, or business plans. Founder Betsy Bernstein, an expert moderator and qualitative researcher, has been a market research (MR) industry leader […]
Why qualitative wins: The future of Human Experience insights
Why qualitative wins: The future of Human Experience insights The modern world is enthralled with metrics, big data and the power of large numbers. But analytics and measurement will only get you so far. Without the right technology and tools, all you have are data points. Truly human-centric organizations thrive by embracing empathy, understanding context, […]
10 Steps to Conduct an Online Focus Group
10 steps to conduct an online focus group What is an online focus group? An online focus group, also known as a virtual focus group, is an online panel with multiple participants and a moderator, aimed at discovering rich insights that can’t be found with static surveys. The group, along with the moderator, might share […]
The new golden age for research agencies
The new golden age for research agencies Organizations need human insights more than ever The market for data, analytics and insights is growing strongly, diversifying rapidly and reaching new customers. Growth is healthy. Between 2020 and 2023, global industry turnover is forecast to increase by 33% to over $100bn. Sources are changing. Market research data […]
Data hub for market research
Data hub for market research Get your data singing in harmony No more silos and data slipping into the void. Our centralized data hub brings all your sources together, so your data syncs, links and turns into insights you can use. Bringing it together Multiple sources can pump data into our data hub. Survey data, […]
Best Buy business success despite the global pandemic
Best Buy business success despite the global pandemic Covid changed so many things in our world beginning in March 2020. Among them, it changed when we could leave our homes, where we went when we did, how we purchased what we needed to live, and how all this was delivered to us. In this webinar, we […]
A home of one’s own: How Pennymac makes homebuyers happy
A home of one’s own: How Pennymac makes homebuyers happy Tools used As one of the leading mortgage service providers in the country, Pennymac places great emphasis on customer service to ensure their homeowners have the best possible experience throughout their home buying journey. Pennymac was looking for the right technology partner to not only […]
Along for the journey with BAE Systems
Along for the journey with BAE Systems Tools used Multi-channel surveys Online and offline data collection Tailored data reports Hierarchy management When security and aerospace company BAE Systems wanted to better understand their new starters’ experiences, we were on hand to help. The challenge Getting to know their new people better BAE Systems needs to hire, train and keep the best possible people – after […]
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Digital Diaries & Communities
Digital Diaries & Communities Capture insights in the moment of decision making. Get their input during key moments in their journey with activity-based diary entries. Build a community of your customers. Bring them together. Interact with them on your own mini social media platform. And then sit back and enjoy a priceless stream of in-the-moment […]
Voice sentiment analysis
Voice sentiment analysis Emotion at the heart of your program Voice is the most intuitive, natural and efficient way to communicate. We’re more likely to talk faster than we type, and our emotions come through in our tone, pitch, rhythm and more. Forsta’s Voice Sentiment Analysis gives your respondents the opportunity to express their feedback […]
Forsta CRM Connector for Microsoft Dynamics
Forsta CRM Connector for Microsoft Dynamics Optimizing customer interactions throughout the customer lifecycle Each and every customer interaction is important to your business, and you know how critical it is to listen to, and act on, the Voice of the Customer. With Forsta CRM Connector for Microsoft Dynamics, you can optimize all your customer interactions […]
Frontline Innovation
Frontline Innovation Engage and empower your frontline Forsta Frontline Innovation allows you to efficiently gather, share, manage, and implement ideas that accelerate strategic growth. Your frontline is your biggest asset Your frontline is where the action is. All frontline stakeholders – employees, partners, customers – know what needs to change to make an impact. Listen […]
Employee experience and insight in challenging times
Employee experience and insight in challenging times How do we support team members? Top challenge: Employee relationships are complex All experiences – both good and bad – are magnified during a period of crisis and uncertainty. It is impossible to over communicate with team members during such times, provided communications are meaningful, valuable and empathetic, […]
Recommended
Tapping into text analytics for stand-out customer experience
Tapping into text analytics for stand-out customer experience Tools used Survey design and distribution Tailored operational dashboards Strategic reporting views Action management and alerting Advanced text analytics Industrial and electronics distributor RS Components wanted to position itself as the first choice for its customers. To do so, RS Components needed to shift to a customer-centric […]
When the planet needs data, GlobeScan and Forsta unite
When the planet needs data, GlobeScan and Forsta unite Tools used How our software helped global insights and advisory consultancy GlobeScan deliver their knowledge faster than ever. The challenge Rising above the menial GlobeScan’s reporting process was weighed down. They had third parties to pay and control for quality. Revisions to manually input if clients wanted specific data. […]
Arming the arts in a global crisis
Arming the arts in a global crisis Tools used Survey design Cross tabs modules When Covid-19 struck, museums, galleries, and performance spaces needed vital audience info to navigate the crisis. Forsta stepped up to help. The challenge When nothing’s normal When Covid-19 struck, the arts went into freefall. Venues shut. Audiences evaporated. No one knew […]
Giving eBay the human touch
Giving eBay the human touch Tools used We gave eBay a way of combining hard data with face-to-face discussions. So they could relate better to the real people behind their sellers, bidders and buyers. The challenge How do you compete with the might of Amazon as a massive online market place? eBay knew customer experience was the key, but […]
Unlocking data for Yonder Data Solutions’ clients
Unlocking data for Yonder Data Solutions’ clients Tools used Deck creation Data repository Cross tabulation Infographic dashboards PowerPoint catch reporting Yonder Data Solutions’ clients were clamoring for new, better ways to see and play with their data. Only one platform was up to the task. The challenge How to visualize and analyze? Yonder Data Solutions’ clients were data experts […]
Featured case studies
Game on: How Ray White boosted CX engagement
Game on: How Ray White boosted CX engagement Tools used Ray White, a family-owned Australian real estate group, recognized that after 9 years their Customer Experience (CX) program needed an update. The challenge The market leader, with over 1,000 offices and 6,700 sales agents across APAC, holds customer centricity as a core value. And the […]
Powering conversational AI for Fifth Dimension
How Forsta technology delivered qualitative depth at a quantitative scale with hundreds of business leaders
Shorter, smarter surveys for Bright MR
How Forsta technology led to shorter surveys with fewer errors in a single-page format
Less time crunching, more time for consulting
Less time crunching, more time for consulting Tools used BMG Research wanted to move away from intensive manual market research processes and focus on value add. They needed a platform to automate the reporting. The challenge Embracing rapid turnaround and faster delivery time To grow its business and enhance the experience for its clients, BMG […]
More resources
The business value of CX
The business value of CX Crack the code to profitable CX A Customer Experience (CX) program with business impact isn’t a nice-to-have. It’s a must-have. But not every program is built that way. But when you deliver CX with tangible change, you create opportunities for more: more growth, more retention, more revenue, and more profit. […]
Gather: From feedback to feelings
Gather: From feedback to feelings Gather: From feedback to feelings How to elevate your CX program Contents Introduction 1. Uncover the hidden human with qualitative discussions and online communities 1.1 There’s two (or more) sides to every story 1.2 The five easy steps for using qualitative research 1.3 Dig down, dig deep, and find feedback […]
The Net Promoter Score playbook
Develop and deliver insights to maximize customer and brand experience
The ultimate guide to Customer Experience strategy
The ultimate guide to Customer Experience strategy 7 secrets at a glance How to optimise your customer experience strategy – the 7 secrets What is a customer experience strategy? It’s where you lay out how you’re going to make every single customer experience with your organization the best it can be. This customer experience strategy […]
