The challenge This large telecommunications provider operates in a highly competitive market where rising customer expectations and increasing price pressure made retaining customers more challenging than ever. While the organization collected customer feedback across multiple channels, those insights weren’t connected to customer value or churn risk, making it difficult to understand which experience issues were…
AI is having workflow impacts, so what does that mean for our market research differentiators? Almost everyone is using it (well, 62% of research teams last year, which, compared to 39% the year before, is a pretty hefty shift). Certain tasks that once took days now take minutes. Survey drafts, summaries, even initial insight narratives…
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Delight every guest, at every stay Listen deeply, respond instantly, and optimize operations—from booking to checkout. Delivering seamless, personalized services that drive loyalty with every stay. Speak with an expert Meet the HX Platform Understand what makes every guest feel at home Capture every guest insight See the full picture, every time. Collect feedback across…
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PG Forsta, the leader in transforming human experiences (HX) across customer, employee, patient, member and consumer journeys, today announced that it was cited as a Strong Performer in The Forrester Wave™: Customer Feedback Management (CFM), Q1 2023 evaluation. The Forrester Wave™ is an assessment of the top vendors in the market and a guide for buyers…
To succeed and grow in the emerging tech-centric research industry, agencies need to harness software and automation. However, the inverse is also true: technology companies need expert services to be successful. Even an archetypal software firm like Salesforce, for example, spends 25% of its revenue on professional services and support [1]. Similarly, in the research…
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“I never expected to spend so much time in the weeds.” There has been steep growth in the volume and variety of data sources for Experience and Research teams: behavioural data, social posts, reviews, video transcriptions, text analytics, CRM records… But more signals bring more noise: data are in different formats and time periods; it’s…
“Our new owners make us document the commercial impact of every project we do.” As organizations invest more in Experience and Insights solutions, there is increasing scrutiny on the ROI and commercial impact of these expenses. The teams responsible need to manage resources and costs effectively (inputs); and they need to prove their commercial value…
The importance of CX has grown suddenly and dramatically since 2019, with the COVID-19 pandemic accelerating customer expectations for digital interactions and services. Partly due to the global pandemic, this phenomenal increase has forced brands to add more channels and truly embrace digital transformation in their organization. Against this backdrop there has never been a…
Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey”….
Online qualitative research communities are an excellent way to get closer to your customer’s everyday lives. It helps you uncover their motivations, behaviors, and emotions around why your brand, product and/or services are important and delve into their thoughts and feelings over an extended period of time. Forsta’s online qualitative research solution is built upon…
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…
Covid-19 turned customer service on its head. With help from Forsta, Best Buy was one of the best in its industry at being fast and flexible to keep customers safe and satisfied. The challenge Fast-track pandemic problem solving When Covid-19 first hit, customer expectations and priorities changed quickly. Within days, customers had questions and concerns about how to…