How to create truly authentic and sustainable customer-centered experiences. With consumer expectations rising, but above all constantly evolving, delivering top customer experience is difficult. So how can you get a constant finger on the pulse of your consumers and build truly consumer-centered CX solutions? Discover how we collaborated with brands such as Volkswagen, Bosch, AB InBev and Philips Lighting through our customer experience research program. Throughout the cases we will show you how we translated service design principles and contemporary CX frameworks into a flexible research program, built on the 4 pillars of consumer-led CX.
We will demonstrate that this is the perfect storm for strong CX innovations – if you use your resources well. In order to really disrupt category conventions, it is important to source the right profiles (regular consumers, pro-sumers and business stakeholders) for the right challenge at the right moment in the process.
Sustainability is a key concern amongst consumers, and this has only increased with the COVID-19 pandemic. This bookzine highlights some of the key barriers amongst consumers as well as their expectations towards brands, through proprietary research, expert interviews with sustainability executives from several industries, and brand illustrations.
Online Insight Communities
Posted on September 28, 2021 - 1 min read
Research communities, online discussions boards, bulletin boards, insight ecosystems… what’s in a name. In this bookzine, we bring clarity by defining four different community types, each linked to a concrete research need, illustrated with best practices.
The power is in the mix
Posted on May 12, 2021 - 1 min read
Human behavior is a complex interplay between actions, cognition and emotions. In this bookzine, we showcase how to choose the right blend of ‘think’, ‘feel’, ‘do’ and ‘make’ research activities for the right business challenge.