Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
We start the year with a look at the global public’s predictions for 2022 and the latest research on the key issues ahead, including inflation, living with Covid-19, and climate change.
Humanising omnichannel means seamless customer journeys are just the start.
What did we learn about public attitudes and behaviours? What did our research tell us about the events of the year? And how did our outlook shift?
Social listening 2.0 is here. AI-enabled consumer intelligence solutions enable market research and insights pros to spot trends and stay ahead of the market.
Getting an accurate and complete answer to the question of who you compete with is critical.
The third paper in our “Future of Insights” series explores how organisations are evolving to harness the power of data and technology for better insights.
This month’s edition features stories on how global values are shifting, international threats and responses, the COP26 climate change conference, today’s retail environment, and perspectives on women’s experiences.
This paper explores some of the emerging channels where convergent commerce is evident, their impacts on shopper journeys and touchpoint use, and what it means for brands.
How to align brand promise and customer experience for business success
This month we feature new research on women in advertising, wellbeing in India, alongside updates on world opinion on globalisation, economic recovery, exercise and sports, and more.
The power of positive representation for a better society and a more successful brand