Imagine you can go beyond customer surveys and interviews. Imagine you can directly see how customer interactions happen in real life and how they feel. That’s one of the cornerstones of our CX Lab approach to customer experience. We call our insight CX Lab Tests. We seek to find out how customers respond and feel
Why cars are stalling and bath bombs are fizzing Last week we managed to squeeze in some time for shopping. Sounds very frivolous doesn’t it. But it is vital for us to be able to evolve our research methods. And it enables us to gain first hand insights into the current high street shopping
7 Secrets of Successful Customer Journey Mapping Last week we shared our tips for customer journey mapping workshops. Now we’re onto the actual process of journey mapping itself. Customer journey mapping gets written about a lot. And we have seen our fair share of beautifully crafted maps adorning office walls. I know I don’t
What is ethnography? Ethnography is one of the methods we use in our CX Lab Tests. Although it’s not a new research method, it’s not yet used to its full potential by businesses. We’re always excited by the insights revealed by our ethnographic research. If you’d like to know more about what exactly ethnography is,