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.
This month we feature new research on women in advertising, wellbeing in India, alongside updates on world opinion on globalisation, economic recovery, exercise and sports, and more.
The power of positive representation for a better society and a more successful brand
New highs for Coronavirus concern in some countries underscore the unstable pandemic environment.
The evolving landscape of COVID-19 treatments
Profiling the ‘Digital Doctor’ in 2021
Real understanding to climb the Creative Effectiveness Ladder
Measuring response time for innovation and brand growth.
Opportunities and limitations for small sample sizes
Finding the right customer experience KPI for your business