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 audience segment. I am not my asthma, my Adidas or my Apple devices. I am none of these things and I…
How our software helped Norway’s Regional Center for Child and Adolescent Mental Health (RBUP) be there for struggling youth. The challenge Making sure no one falls through the cracks RBUP’s research program collects data and feedback to drive innovation for education programs and services across the child welfare system, district services and schools. Listening to…
How our software helped healthcare insurance specialist Bupa Global meet its ambitions and the needs of its customers worldwide. The challenge Taking our relationship with Bupa Global to the next level We were already working together on a two-part transactional and relational customer feedback program. But Bupa Global wanted to take our relationship to the…
Computacenter is a leading independent provider of IT infrastructure services, enabling users and their business in a digital world. They advise organizations on IT strategy, implement the most appropriate technology, optimize its performance, and manage customers’ infrastructures. In this video, Donna Kempster of Computacenter provides her advice on getting started with a customer experience program….
Kingfisher plc is a home improvement company with over 1,300 stores in 10 countries across Europe, Russia and Turkey supported by a team of 77,300 colleagues. They operate under four retail brands – B&Q, Castorama, Brico Dépôt and Screwfix. They offer DIY and home improvement products and services to nearly six million customers who shop…
What’s it like to win a Fosta ACE Award for your customer experience program? Find out in this video where 2019 winners including UL, PennyMac, Wyndham Destinations, and Sodexo share their stories about running an award-winning CX program and being able to recognize their teams. Watch video
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 the way they do. 98% have…
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. But, it doesn’t follow that…
Surveys have been employed as a way to gather information about people’s behaviors and preferences. Businesses, academia, and the government use them to guide policy decisions, develop new products, or improve service offerings in the form of opinion polls, to test ads, or track key performance indicators (KPI). What makes surveys so valuable is our…
Engaging every employee The insurer’s employee engagement program covers all 12,000 of its staff across the UK and two offshoring populations in India and South Africa. It was undertaken to support the group’s strategic evolution; having created the original revolution in the sector withthe move to telephone-based insurance, the firm now wanted to create a…
In recent years, there’s been a notable push to incorporate storytelling into insights reports, and indeed in all aspects of business today. Storytelling is an important mechanism to help deliver information that stands out from the clutter and resonates with the recipient. But while there’s been a lot of buzz around this term, it is…
The role of a CEO is a multi-faceted one at the best of times. There are always hundreds of decisions vying for your attention, and all of them are critical to the person raising them. In the current environment, everything is magnified. Small challenges can become big issues, and the physical distance between colleagues can…
How our software helped market research firm B2B International bring data from a range of sources together in one project base. The challenge Understanding trends with a small sample size B2B International was feeling the pressure. To understand the impact of competition on falling market prices, they needed to zoom in on buyers. But like…
Leading laboratory instruments and solutions company chooses Forsta’s customer experience platform Forsta, the leading Customer Experience and Research Technology company created by the merger of Confirmit, FocusVision and Dapresy, today announced it has been selected for a Voice of the Customer (VoC) program by Tecan, the leading global provider of laboratory instruments and solutions in biopharmaceuticals, forensics and clinical diagnostics. Forsta…
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 with high demands. They needed digital dashboards that didn’t just visualize their data, but let them dig into it too. There were plenty…
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 what was going to happen next. If art institutions were going to keep playing…
How our software helped marketing research and business consulting firm Irwin Broh Research (IBR) outrace the recession and the competition. The challenge Riding under the economic rip tide It couldn’t get darker than this. The Great Recession was pummeling IBR’s marine and powersport clientele. Two-thirds of the industry’s business was blasted away. Their clients were tightening their belts and the old…
How our software helped market research firm Engine maximize business value and customer experience for its Fortune 100 client. The challenge Just what the doctor ordered It’s not every day a Fortune 100 national health company asks you to dramatically improve its pharmacy experience. But that’s exactly what happened to Engine. Engine knew their client wanted something cutting edge. But when it came time to…
B2B selling can be a brutally competitive business. Our Forsta platform gave B2B International the insights to gain an edge with one of their clients, Wolseley UK. The challenge How to stand out with high customer service, rather than low prices Wolseley is a leading seller of plumbing and building materials to UK businesses. It’s a very competitive market. If another business…
How our software helped marketing research and strategy consulting firm NetPop forge a better approach. The challenge Bothering busy people in the name of research A major tech firm came to NetPop to lay down the challenge: learning what goes through app developers’ heads when they make purchases. The study wasn’t going to be easy. Seven countries,…