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Insights

We publish our research because methods that cannot be examined do not earn trust.

Research and analysis in a contemporary setting

CAX studies

The impact of COVID on customer experienceEvaluating the NPS indicatorThe global voice of the customer marketWhy customer satisfaction hasn't improved in more than a decadePor qué la satisfacción del cliente no ha mejorado en más de una décadaThe state of mystery shopping todayDigital transformation and CXOn service attitudeSizing and placement of customer experience departments

Analysis

The future of customer feedback with AI

Articles from commercial journals will be linked by DOI. We will not reproduce full texts protected by third-party rights.