Digital customer experience

By |2020-07-03T09:33:50+01:00June 30th, 2020|Behavioural Science, Customer experience research, Digital customer experience, User experience|

Digital Customer Experience A recent Appdynamics study found that 88% of technologists report that digital customer experience is now the priority. OK, so that is hardly earth-shattering news to most of you. It probably was the priority before lockdown and with shops only just opening, it certainly will continue to be a priority.

Behavioural research is more important than ever

By |2020-06-03T17:34:18+01:00June 3rd, 2020|Behavioural Science, Customer experience research, Customer experience strategy|

Behavioural research is more important than ever. You don’t need us to tell you that customer behaviour has changed over these last few months. Queuing outside supermarkets, increased online shopping and social distancing have changed the way we do things. For many, this is a stressful time. Understanding this new customer anxiety, emotion and behaviour

Voice of the customer is just scratching the surface

By |2020-06-17T17:27:20+01:00February 27th, 2020|Behavioural Science, Customer experience research, customer surveys|

Voice of the customer is just scratching the surface With 95% of human decisions happening unconsciously (Professor Gerald Zaltman, Harvard Business School), can surveys ever be relied upon to provide insights into customer behaviour? And why are organisations spending £millions on the voice of the customer (VOC) programmes and so very little trying to uncover

5 ways to transform mystery shopping

By |2019-11-05T19:23:13+00:00October 29th, 2019|Behavioural Science, Customer experience research|

Mystery shopping is not useful! Recently I came across a report from ContactBabel describing how respondents rated the usefulness of various CX learning methods. Interestingly and perhaps not surprising, were the respondents low scores for the usefulness of mystery shopping. This is a £billion industry – that's an awful lot to spend on something

Behavioural science – Can a blue room really make a difference to profit?

By |2019-12-16T14:03:39+00:00October 10th, 2019|Behavioural Science, Customer Experience Design|

Behavioural Science - can a blue room really make a difference to profit? In an experiment carried out on behalf of Honda UK, we created an environment specifically engineered to test the findings of numerous behavioural science studies and our own long-term research in the automotive sector. The study was designed to investigate the

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