Whatever happens next in this unique, multidimensional, planetary crisis, we have reached a point where we need to take stock and reflect on what we’ve learned so far.
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.
Social insights have become a critical component of understanding patients, HCPs, and caregivers – and a key input into developing products and services that meet their needs.
Living with a chronic illness is difficult, especially for children and young people. NHS England used ethnography to understand how to improve the lives of this group.
Over 45% of the world lives on $2 a day, yet by 2025 may of them will be middle class. The Gates Foundation wanted to understand what this transition will look like.
