Brands at the top of Forrester’s Customer Experience Index show a far better stock market and revenue performance than customer experience laggards. In order to boost customer experience, we believe it is essential to integrate 3 different elements: insight mapping, design thinking and touchpoint experience. Strong customer insights act as the better future situation to start designing alternative solutions from. Ultimately, these solutions need to be translated into concrete touchpoint experiences intended to drive positive brand conversations, consumer recommendations and business growth. We help you get under the skin of your customers, collecting relevant and in-the-moment feedback on their day-to-day brand experiences. By having customers (re)live their touchpoint experiences, we get closer to what makes them excited or disappointed.

Creating a wowing customer experience
Creating a wowing customer experience



Find out more about how we can help you improve your customer experience.

Brand Religion

Brand Religion

The average lifespan of a company has dropped from 61 years in 1958 to a mere 15 years today. This reduction in lifespan can be attributed to the demanding environment brands and businesses are operating in. It is getting harder and harder for a brand to stand out. Brands are not only (more and more) limited …

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Best of Galvanize Webinar

This is the full recording of our Best of Galvanize Webinar, with some inspiring case studies and presentations of our latest InSites Conference. This Webinar was hosted on Tuesday 25 October 2016 by Katia Pallini (Content Impact Manager at InSites Consulting)

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Turning Insights into Impact Smartees Webinar

This is the full recording of our Turning Insights into Impact Smartees Webinar on how to turn insights into impactful actions for your company. This Webinar was hosted on Tuesday 18 October 2016 by Tom De Ruyck (Managing Partner of InSites Consulting) Turning Insights into Impact Smartees Workshop from InSites on Stage

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Angie & Annelies for ESOMAR TV

Why you don’t want to miss the ESOMAR Congress (TV)? [by Angie & Annelies]

Join the ESOMAR Congress (TV) this September and discover how smart data integration will reinvent the (survey) research industry. A presentation by Angie Deceuninck (Business Director at InSites Consulting) & Annelies Verhaeghe (Managing Partner at InSites Consulting) on September 19. https://www.esomar.org/events-and-awards/events/global-and-regional/congress-2016/congress-2016_live-tv.php Recent insight generation work we conducted in our own industry has demonstrated that survey …

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Thomas Troch for ESOMAR TV

Why you don’t want to miss the ESOMAR Congress (TV)? [by Thomas Troch]

Join the ESOMAR Congress (TV) this September and discover how to make research more impactful by making it experiential.. A presentation by Thomas Troch (Business Director at InSites Consulting) on September 19. https://www.esomar.org/events-and-awards/events/global-and-regional/congress-2016/congress-2016_live-tv.php While the ideal marketing research study drives change, only half of research studies succeed at that goal. Similar to guerilla marketing, the …

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Pieter De Vuyst for ESOMAR TV

Why you don’t want to miss the ESOMAR Congress (TV)? [by Pieter De Vuyst]

Join the ESOMAR Congress (TV) this September and discover how SkyTeam is creating truly consumer-centric research. A presentation by Pieter De Vuyst (Business Director at InSites Consulting) and SkyTeam on September 20. https://www.esomar.org/events-and-awards/events/global-and-regional/congress-2016/congress-2016_live-tv.php SkyTeam, one of the largest international airline alliances, launched a pilot customer centricity project for their key product – SkyPriority. The pilot …

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Community Moderator Network logo

Global Community Moderator Network

Four years ago we officially launched the InSites Consulting Global Community Moderator Network. Today, the network groups more than 120 certified and highly skilled qualitative researchers spread across 40 countries around the world. Being continuously trained in the latest collaboration and moderation techniques and relying on an average experience of 11 years of qualitative research, …

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5 ways to activate consumer insights

The Insight Activation Studio

Improving the return on insights More than ever, demonstrating impact is the name of the game for professional marketing services agencies. From our recent Market Research (MR) Impact study (2014), we know that only 45% of insight professionals & marketers believe research succeeds in changing the attitudes and decision of marketers and only one in two projects leads to change. The goal …

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