Analysis and Insights
for CX Leaders

This is a guest post by Deirdre O’Donoghue is a Senior Content Marketing Specialist at G2 We all want happy customers. But how can you improve your customer experience? The answer is user feedback. Gathering user feedback gives you a sneak peek into the brain of your consumer. If you ask the right questions you […]

Market research agencies no longer have to choose between driving ROI for clients or driving ROI for themselves There’s a widening gulf between old research agencies modeled on the past and new market research service agencies modeled on the future. New agencies have learned how to deliver client ROI without sacrificing their own. New agencies […]

Digital transformation is the integration of digital technology into all aspects of how a healthcare business interacts with patients, healthcare providers and regulators. The results are frequently radical, disrupting long-standing practices with new processes that are continually evolving. But what any digital transformation consultancy will tell you is that a successful digital transformation strategy isn’t […]

Improving your customer experience (CX) could have a major impact on your bottom line. In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. This is not a number to balk at […]

The bar is so high right now in the travel industry when it comes to customer experience. In fact, in our recent survey of holiday-goers, 89% of people rated their last holiday ‘good’ or ‘very good’. We’re usually at our happiest on holiday, so perhaps it’s not such a huge surprise that number is so […]

Harry Truman famously said, “Not all readers are leaders, but all leaders are readers.” If that’s the case, we could all probably do more reading. As the customer experience (CX) profession has matured over the last decade, more and more experts have come to the fore to offer their opinions, advice, and anecdotes to serve […]