By 2025, an overwhelming 80% of customer feedback is expected to be unstructured, encompassing a wide range of sources such as consumer surveys, online reviews, and social media commentary. Given this shift, the question arises: How can businesses leverage this abundance of unstructured text to evolve into more customer-focused and empathetic organizations? The key lies… Continue reading Understanding the ROI of AI for Consumer Insights

There are few, scalable substitutes for the color and nuance that open-ended responses deliver. They help present a more complete picture of the consumer, answering the “why” without the bias of a priori options. In some cases, they’re critical to the research mission itself, as in unaided awareness, recall studies, or analysis of reviews and… Continue reading Is Analysis of Open-Ended Responses Generating Core Insights?

As a researcher, you love data. As a researcher, you love developing data-driven narratives. As a researcher, you love challenging assumptions and making a positive impact on the business. You love almost everything about being a researcher, but you hate open ends. All that nice, quantitative data ruined by slang, swears, memes and misspellings. That… Continue reading 2022 GRIT Commentary: It’s Time to Open Up to Open Ends

How much of the customer’s voice are we hearing in our voice of the customer programs? Customer Experience (CX) has been a major focus of investment for organizations over the last ten years and is poised for continued growth. Predicated by customers empowered by social media channels that amplify their praise and complaints, and increased… Continue reading Voice of the Customer: How much are we really hearing?

Are we currently experiencing the golden age of empathy? While empathy has always been an important driver of value for both employees and customers, consensus about the universal importance of empathy has never been higher.  We saw this demonstrated over the course of the pandemic, as companies needed to understand the consumer – who were,… Continue reading Why Empathy as a Competitive Differentiator Matters More than Ever