CX / UX Research Archives

Discovering Hidden Insights with Kano Analysis: A Case Study

True or false? There is almost always only ONE and BEST way to solve a customer problem. Reveal the answer by conducting a Kano study.

ESAT & CSAT: A Survey Alignment Love Story

A study* by the Temkin Group found that companies that excel in both employee experience and customer experience are 1.5 times more likely to outperform their competitors. How might CX teams begin to bring these 2 experiences closer? When companies align their employee satisfaction (ESAT) and customer satisfaction (CSAT) survey questions, they are able to … Continue reading “ESAT & CSAT: A Survey Alignment Love Story”

UX Research Toolbox: Anatomy of a Compelling Narrative for Your UX Research Reports

Projects and deadlines move fast, and often teams cannot wait for UX researchers to write lengthy, thoughtful research reports. This time crunch has forced UX researchers to think of new or more creative ways to get findings quickly into the hands of those who need them. Is there still value in creating a UX research … Continue reading “UX Research Toolbox: Anatomy of a Compelling Narrative for Your UX Research Reports”

Data Overload? How to Manage the Flow of CX Insights Effectively

One of the biggest pros of CX insights is also its biggest drawback. CX. Data. Never. Stops. It’s constantly and passively flowing in via social media, transactional surveys, phone call transcripts, chat transcripts, etc. As a result, it can be extremely challenging for CX teams to prioritize which insights to share with other teams. There … Continue reading “Data Overload? How to Manage the Flow of CX Insights Effectively”

Bias-Free UX Research: Innovative Approaches to Mitigating Bias in the Research Process

Assuming the budgets and timelines are comparable, which research approach is less risky? You want to conduct research that helps you determine whether your target customers are interested in your new product idea. A. Field one large survey with 1,000 customers.B. Field three smaller studies with 50 customers each.

From Data to Wellness: How Text Analytics Can Boost Employee Wellbeing

According to a study by Gallup, burned-out employees are 63% more likely to take a sick day and 2.6 times more likely to be actively seeking a different job. While many companies recognize the importance of employee experience as part of their customer experience programs, there is still room for improvement. When companies prioritize customers … Continue reading “From Data to Wellness: How Text Analytics Can Boost Employee Wellbeing”

Text Analytics: The Game-Changing Tool for Customer Journey Mapping

Journey mapping is not just about the destination—but the journey itself—and all the moving parts that make it a memorable ride. Over the past 10-plus years, I’ve built dozens of journey maps—and have always approached each one a little differently. My favorite go-to journey research method is diary studies as they allow me to observe … Continue reading “Text Analytics: The Game-Changing Tool for Customer Journey Mapping”

Debunking Myths About Text Analytics

For the past 20 years, I’ve been a qualitative researcher… perfectly content with interpreting meaning from the dozens of interviews, usability studies, or diary studies that I had just conducted. Until a year ago, I never would’ve dreamed that I would fully embrace text analytics or that it would become an integral part of the … Continue reading “Debunking Myths About Text Analytics“

3 Reasons Why CEOs Should Fall in Love with Journey Mapping

“Understand the customer’s journey and you’ll understand how to win.” – Bernadette Jiwa (author) When researched and implemented correctly, journey maps are an invaluable communication tool for any organization for the simple reason that EVERYONE has a shared understanding of the customer journey, no matter where they work in the organization. Insights are no longer … Continue reading “3 Reasons Why CEOs Should Fall in Love with Journey Mapping”

Are There Gaps in Your CX Insights Program? Data Collection Beyond Journey Mapping and Surveys

If you want to know what your customers really think, just read the Google Reviews. Just be sure to bring some popcorn (and armor). Do you have any hidden “gotchas” in your customer experience? As customer expectations continue to rise, gaining deep and actionable insights into their needs, wants, and pain points becomes increasingly crucial … Continue reading “Are There Gaps in Your CX Insights Program? Data Collection Beyond Journey Mapping and Surveys”