Featured Insights

Bridging the Gap Between Customer Expectations and Experience THE CHALLENGE QUICK INSIGHTS Most firms can list service failures and track transactional metrics — but understanding what customers truly expect is far more complex. Our client faced this exact dilemma. They were overwhelmed with pain points and project requests but lacked clarity on which initiatives would genuinely move the needle for customers . Transactional data, C-SAT scores, and NPS were useful, but they di

Testing Digital Channels in B2B: How to Reduce Risk and Learn Fast THE CHALLENGE QUICK INSIGHTS Digital channels have become a standard expectation for B2C customers, but the B2B world is different. Buyers often rely on expert advice and trusted supplier relationships to make highly technical purchasing decisions. Our client wanted to explore whether B2B customers would actually transact online before committing to significant investments. The question was simple — but the st

“57% of customers have stopped buying from a company because a competitor provided a better experience.” * As a B2B leader, what can you...

“The journey of a thousand miles begins with one step.” But which step? Many B2B leaders are eager to create memorable experiences for...

Does the phrase “digital transformation” strike fear in your heart?      If you’re feeling anxious, it could be because digital...

51% of customers say most companies fall short of their expectations for great experiences. Salesforce    – State of the Connected...