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.
Optimising the eCommerce Experience
The second paper in our “Future of Insights” series presents new thinking about how insights can be a source of information that truly inspires business growth.
Three focus areas for driving growth.
Most people across 25 countries now it is more important that businesses fight climate change than pay the right amount of tax. Seven in ten globally now say they tend to buy brands that reflect their personal values and that business leaders have a responsibility to speak out on social issues. Around the world, agreement on the urgency of dealing with climate change continues to rise but many other social attitudes hold steady, despite COVID-19.
