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Demystifying Mystery Shopping
Why organisations use Mystery Shopping, and its role within Customer Experience Measurement research
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From Survey to Success: DHL's Customer Experience Transformation
DHL Supply Chain UKI’s Customer Experience Management programme has evolved from a simple survey into a cultural success story.
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Mastering the Closed-Loop Feedback System
Closed loop is a core component of effective VoC programmes today, yet execution levels vary significantly. Learn how to implement a truly effective closed-loop feedback system.
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Evolving Your VoC Program for Continued Success - AXA Case Study
Keep your Voice of the Customer (VoC) program fresh and effective with ongoing improvements and innovative tweaks.
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Nine key Learnings from AXA Health's Award-Winning VoC Program
Find out the key takeaways from AXA Health's award-winning VoC program: Empowering storytelling across departments, prioritising customer segments for maximum impact.
Employee Experience
Your employees are your most valuable asset. They differentiate the service you provide to your customers, drive efficiencies and innovation, and ensure your purpose, ambition and strategy can be realised successfully, to deliver improved financial performance.
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Using Mystery Shopping to proactively measure staff engagement with Consumer Duty
Why Mystery Shopping is a key element of the research toolkit to assess customer interactions and drive improvements.
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The Next Generation of Luxury Shoppers: How Brands Can Embrace Change
New research, on behalf of Snapchat, explores shifting attitudes among young luxury buyers and the crucial role of technology in meeting their needs