Search
-
Designing a ‘Smarter’ Mystery Shopping Programme
Seven steps to building a successful mystery shopping programme and increasing return on investment.
-
How inflation affects customer experience expectations
Neglecting to deliver differentiated, impactful customer experiences that show customers how much you value is a major risk. Here’s why.
-
Up close and personal: Humanising omnichannel
Humanising omnichannel means seamless customer journeys are just the start.
-
Bringing the patient voice to the fore
Using social data to understand how to bring more empathy into the HCP-patient relationship in changing healthcare environments
-
Harnessing the Power of Emotions in Customer Experiences
There is a state of flux or even anguish in the business world today - because no ‘new normal’ exists as brands, their call centres and online channels are all struggling to cope with the high traffic & new level of expectations from consumers.
-
No travel? No problem!
Grounded by budget or global circumstances? Keep your learning plan on track with these approaches that deliver qualitative insight from afar.