Great customer experience recognises consumers interact with brands in multiple ways and it’s important to take them all into consideration when assessing brand equity.

Discover how taking a human-centered, lean approach to research generated insight made a real difference to decision making, right through to the C-suite.

More and more marketers seem to be morphing into Chief Customer Experience officers and we need to think about what our industry should be providing and how we can be pivoting to align with these new client needs.

Collecting data from multiple touchpoints and using different approaches yields more holistic results. The future of insights is being able to integrate data into one insight ecosystem, to better evaluate consumers.

Emotional connections are made with a combination of all five senses yet often the vast majority of brand communication focuses on just sight. Find out what pioneering brands have been up to and how to better measure these sensory initiatives.

Benchmarks are an important part of our decision-making. However, pick the wrong benchmarks, or contextualise them misguidedly, and you risk making the wrong decisions.

Five rules to make a positive impact on brand consideration in your brand

First Direct win out when you look at customer satisfaction, however, when you look at customer experience or brand experience, it’s Nationwide that’s the star performer.