How to identify friction across the entire customer journey
Most brands are already measuring key moments in the customer journey. The problem is that friction rarely lives in just one of them.
A practical playbook for using communities to design better customer experiences
A practical guide for using customer communities to design better customer experiences, reduce risk, and turn feedback into real-time, actionable insight.
The real cost of a broken customer experience (CX): Revenue loss, operational drag, and brand damage
Explore the cost of a broken customer experience, including lost revenue, inefficiency, employee disengagement, and brand damage, plus ways to fix it.
Customer co-creation: How to design experiences with your customers (not for them)
Learn how customer co-creation helps brands design better products, services, and experiences by involving customers directly throughout the innovation process.
Plan smarter for the holidays: Key trends from UK shoppers
Explore how UK shoppers are redefining value, balancing price with quality, and moving seamlessly between online and in-store this holiday season.
2025 holiday shopping preview: When, where, and why consumers will spend
Discover how U.S. shoppers are planning, spending, and blending online and in-store experiences this holiday season—and what it means for retailers.
Innovation at speed: How communities help brands move faster and smarter
Learn how communities and AI help brands innovate faster, shorten the innovation cycle, and create more human-centered, agile customer experiences.
Why emotional intelligence is the missing link in customer journey mapping
Discover how emotional intelligence, journey mapping, and buying triggers work together to create customer experiences that feel more human.
From barriers to breakthroughs: How to turn CX insights into real impact
Explore common barriers that prevent CX insights from driving action and learn how brands can turn customer feedback into measurable business improvements.