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CX Global Insights 2025: Unlocking the Future of Customer Experience
Elevate Your CX Strategy with Data-Driven Insights
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Applying Lessons from CX Text Analytics to Generative AI
Not Doomed to Repeat: learning from the past of Customer Experience text analytics will ensure we obtain the most value from Large Language Models
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Designing a ‘Smarter’ Mystery Shopping Programme
Seven steps to building a successful mystery shopping programme and increasing return on investment.
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Harnessing the Power of Data
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.
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When Difference Doesn’t Mean Different: Understanding Cultural Bias
Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.