Text analytics is now an established component of many market research programmes. However, as its popularity has increased, so have expectations of what it can deliver. Here, Fiona Moss provides five ground rules to follow to ensure more success in using text analytics tools.
One of the most important developments facing brands today is how digital technology is fundamentally changing customer behaviour and decision-making. This paper introduces five 'Mind Economy' trends to suggest how consumer packaged goods (CPG) brands can achieve growth in this reality.
It's not new to suggest digitisation has changed the makeup of the retail industry and, in extension, how retail experiences are judged. However, the digital economy also presents new opportunities for consumer packaged goods manufacturers to bypass retailers entirely. Can the revolution in the CPG supply chain mean an evolution of customer experience?
In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.
What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from one? Jakub Hankovský explores the different options available to manufacturers, importers and dealerships, and how a well-executed campaign can fuel a better customer experience for customers and employees alike.
As buzz words go AI, or Artificial Intelligence, is one of the biggest. AI is creeping into our lives in ways we didn’t expect. But, do we trust it to perform when it comes to big decisions?
Artificial intelligence promises to revolutionise customers’ engagement with brands and organisations. But how do we realise the potential of AI to overturn the widespread perception that customer service is getting more automated and impersonal? Matthew Chatterton highlights five steps companies can take to ensure AI plays a positive role in delivering for customers.
