Customer Experience News 192: 5 Fixes for Broken Market Research, Flybuys Behavioural Segmentation & CX Strategies for Re-engagement

5 Fixes for ‘Broken’ Market Research Model (5min) New data shows less than one third of clients commissioning market research are satisfied with the recommended business actions. This article shares some useful techniques for shaping customer-centric research and a …

Customer Experience News 160: Porsche Customer Journeys, Prospect-Centric vs Customer-Centric, Bank Bots and Macca’s Tech

How Porsche Aligns Complex Customer Journeys (4min)Important lessons from the My Porsche team on using customer journey mapping to align complex customer journeys across multiple product teams, to deliver a seamless brand experience to customers with exceptionally high expectations. Are …