By Emily Bielak Customer experience (CX) has been described as everything from “the new marketing” to “the lifeline” of a brand’s product or service, as the concept continues to evolve and be more closely scrutinized. The CX Professionals Association (CXPA) defines CX as, “the perception that customers have of an organization—one that is formed based
Learn how to determine what’s truly important to customers. By Ken Donaven As in virtually any industry these days, employee migration and job turnover are bringing some fresh faces to the realm of Customer Insights. This talent turnover serves as a good reminder to revisit and reinforce some of the basic “blocking and tackling” that
By Barbara Clark I referenced in a prior article encapsulating my broad takeaways from the The Market Research Event 2022 (TMRE) how impressed I was with the event’s keynote address by Stan Sthanunathan, who served as Executive Vice President of Consumer & Market Insights with Unilever. I felt the content was worthy of a separate
By Barbara Clark Perhaps the market research industry’s marquee event of the year, The Market Research Event (TMRE), in 2022 did not disappoint in its promise to “advance the insights practice and drive bottom-line impact with insights.” The event featured six compelling content “streams.” The stream that I gravitated toward, given Martec’s considerable experience in
By Emily Bielak I recently attended the CXM 360 Conference, a Customer Experience Management symposium presented by Michigan State University billed as “a content-rich event that covers the entire discipline of Customer Experience Management.” I’m happy to report that the conference did well to live up to that billing and I came away with a
Voice of the customer (VoC) is a research method that’s used to collect customer feedback. User experience (UX) and customer experience (CX) are elements of VoC that indicate ease of use, uncover new areas of potential, and can help to mend fractures in difficult-to-understand interfaces. Studying what your customers actually value and catering to their
