Gut feel vs. hard data: Ding, round one!

Has this ever happened to you? Those crazy creative people you’ve hired have come up with a killer idea for your business that wasn’t based on customer insight, but on good old fashioned creative thinking. Like the good business person you are, you hire a firm to conduct some consumer testing. The results come in, and […]

Ticket to Ride: Turning insights into action

When you think of the great examples of world class customer experience it’s hard not to think of Walt Disney World. The theme park opened in 1971 and quickly became the world’s most-visited entertainment resort. But no matter how successful the theme park has become, the Disney team continues to find new ways improve the […]

The Emerging Role of the Customer Experience Professional

The lines are blurring. What was once a survey respondent is now a customer participant. What used to be called market research is now often referred to as customer insight. As we move from a product-centric world to a customer-centric world, addressing the needs and wants of empowered customers has resulted in the creation of […]