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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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Driving compliance at the frontline
This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
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Mixed Mode Research: Reaching the right people in the right way to get the data you need
An introduction to designing participant-centric, efficient and future-proof research with greater survey coverage.
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Putting in the Effort: Why treating customers fairly is key to business success
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.
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Audience Measurement in the Data Age
Media audience measurement is in robust health. Worth $7 billion in 2014, according to ESOMAR, it represented 16% of market research spending.
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China Luxury Forecast 2012
The Ipsos/ Ruder Finn China Luxury Forecast 2012 surveys luxury consumers in the mainland China and Hong Kong.