consumer experience

  • report-global-state-of-cutomer-experience

    The Global State of Customer Experience 2016

    May 11, 2016 | By: | In: Reports

    This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Their annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016.

  • silence-the-voice-of-the-customer

    Silence the Voice of the Customer

    June 25, 2013 | By: | In: Life Cycle Processes

    Innovation is successful when it targets customers’ needs, but how sure can we be that this is something we can predict effectively? In this article Tony Ulwick argues that the traditional voice of the customer methodology is the wrong tool to determine customer needs. Tony presents an alternative methodology that makes it possible to determine all the needs of a given customer group.

  • Illustration by Christopher Dombres

    Managing your Brand by Uncovering Key Points of Inspiration

    September 24, 2012 | By: | In: Strategies

    You’re the leading branded FMCG player in your market. You are a well-known and respected company with a long heritage of consistently outperforming other major brands. Yet, despite this heritage, you are underperforming in one market segment that is showing strong growth. Bryan Urbick explores how to capture share of a lucrative and growing market.

  • Illustration by Troy Thompson

    From Fixed to Flexible Lives

    August 1, 2012 | By: | In: Trend Alert

    A major shift is underway from fixed to flexible lifestyles, from commute to communicate forms of consumption. The Millennials or Generation Y are at the heart of it, both by choice and necessity; but the impacts will be felt far wider as new technologies enable a more flexible, pick and mix approach to life and work.

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