Tag: Customer research
Conducting consumer interviews: your guide to actionable insights
Consumer interviews are the most powerful method of understanding how a product or service fits around someone’s life. Through interviews, a researcher gets a rare opportunity to observe facial expressions, emotions, and a broader perspective on what value a product...
Customer success competency model: how to ensure a customer-centric team
A customer success competency model probably sounds more complex than it really is. When broken down, it’s really simple to understand and implement within your business. At the heart of it, though, it’s a necessity to factor into your strategies...
35.7 million Brits don’t feel supported through the cost-of-living crisis
35.7 million British adults believe gas and energy firms aren’t fully supporting them through the cost-of-living crisis. This research reveals that only 14% of adults believe utilities provide a personal service which helps customers feel recognised. Further, only 20% of Brits...
Ethics led design: the only way to gain user trust
Trust matters. Whether it’s in a personal or a business relationship, loyalty grows only through trust. When trust is lost, it can be hard to win it back. However, current trends in UX design show that many companies are putting...
Adopt or Fail: AI is now mission-critical for retailers
The concept of artificial intelligence (AI) has existed for decades, but only in recent years has the potential scale and significance of its impact come to the fore. Now, it holds the power to influence and shape future success. But what...
According to Snap’s study, 93% of Gen Z wants to use AR for an immersive shopping experience
CXM would like to present to you the Snap research study which uncovers that Gen Z (born between the late 1990s and early 2010s) are shaping online and retail culture. The global (Australia, Brazil, Canada, France, Germany, India, Italy, Mexico,...
What does CX mean?
In the last couple of years, the interest in CX (Customer Experience) has risen significantly. Yet, many CX professionals would say that the term still doesn’t circulate the world to the desired degree. They often emphasize the need to focus...
Customer ethnography: the power of small and big data combined
By supporting researchers to gather in-depth people stories, customer ethnography became a game-changer in the CX industry. This method allows brands to have a peek into candid customer experiences and design meaningful solutions. As a cultural anthropologist, I believe there’s no...
Vistaprint launches a programme to empower small businesses in post-covid recovery
Businesses all across the globe have had a lot on their plates lately. The pandemic has brought challenges even major companies had difficulties overcoming. With massive lockdowns and restrictions in place, small businesses were especially hit and continue to struggle...
The benefits of remote research following the pandemic
Over the past year, I’ve hosted a series of webinars at UserTesting with some of Europe’s leading CX and UX practitioners. Last month, I invited four of my previous guests back to share how their businesses have transformed. I was...