To Amazon, or not to Amazon?
Written by Lucy Hampson
Discover why understanding consumer needs is vital to create truly customer-centric experiences.
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Capitec wins Best Digital Bank – SITEisfaction® 2022
Written by Anneri Venter / Sasha Jugdav / Bronwyn Penny / Luzelle van Niekerk
Customer data from this year’s SITEisfaction® results indicate that Capitec has claimed the top spot as South Africa’s Best Digital Bank. Read on to discover more results!
Human experiences at the heart of healthcare
Written by Laura Hunt / Sarah Van Oerle
Together with Philips Healthcare, we designed a truly human-centric piece of research, adopting a holistic approach towards understanding people’s healthcare experiences. Read on to discover the key learnings from this collaboration.
SkyTeam x Experience Marketing [podcast]
Written by Katia Pallini
When we think about brands, we generally think about whatever it is they sell. Apple sells phones and computers, Disney sells entertainment, McDonald’s sells fast food. There is a key aspect to each that is incredibly important to what they sell; but it is far less tangible: experience.
Exploring the role of AI in retail healthcare
Written by Jeff Haselum
Artificial Intelligence (AI) in market research; is it a new trend, overrated or a game changer? In recent years, every…
Customer experience research: why it’s not a ‘cow and scale’ story
Written by Christophe Vergult / Matthew Jorgenson
When it comes to customer experience practices, many companies have a mature process in place to measure touchpoints on an…
Ingredients of Customer Centricity: Extreme Creativity
Written by Christophe Vergult
In this series, we evaluate the three core ingredients to become a truly customer-centric organization: zooming in on Extreme Creativity. Consumers’ wants and needs change. So, being more creative in your approach means staying abreast of these changes. If you wish to excel, you have to be creative.
Ingredients of customer centricity: Extreme Speed
Written by Christophe Vergult
In this series, we evaluate the three core ingredients to become a truly customer-centric organization: zooming on Extreme Speed. If you wish to improve your organization’s internal clock speed and time-to-market, you need to adopt an agile, flexible, and fast approach. Speed is the key.
Ingredients of customer centricity: Extreme Customer Obsession
Written by Christophe Vergult
The word ‘Obsession’ so easily lends itself to (potentially) unhealthy connotations. Rest assured, that’s not how we mean it. When we talk about Extreme Customer Obsession, we mean having a (healthy!) enthusiasm and passion for your customers. And to cultivate an understanding, and to act on that understanding in ways that will surprise and delight them.
Customer centricity: the new Copernican revolution
Written by Christophe Vergult
How we keep on aiming for the sky with our SkyPriority research app
The digital age is moving at an ever-increasing pace. This manifests itself not only in the speed of new technological…
3 steps towards a truly consumer-centered organization
Written by Christophe Vergult
Do you think your company is consumer-centered? Think again. Many companies have different practices in place for defining and delivering…
3 collaborative ways to drive great customer experience
Written by Jolien Vanbiervliet
Many will agree that engagement and connectivity within the organization are key for a future-proof company. This was again made…
How Nespresso gives their customers a genuine coffee experience
Written by Bert Vandecasteele
Working for an iconic brand such as Nespresso, who would say no to that? Since a few years, I’m glad…