Growth and Change in Online Shopping

Listening to your customers is critical in improving your bottom line and getting repeat business. But understanding what they think and feel as they interact with your company–from visiting your website to calling support–is tricky.  A Voice of the Customer program is as close as you’ll get to reading your customers’ minds. It’s a strategic […]

In 2024, there’s more competition in banking than ever, and banking leaders are responding by focusing more on the Customer Experience. Simultaneously, technology has quickly advanced, and banks are working hard to provide seamless customer experiences across multiple channels. Banking leaders have taken on the responsibility for solving this complicated problem. Institutions are innovating to […]

Customer expectations have changed quickly over the last couple of decades, and banking leaders are realizing they need a new approach to meet the expectations of consumers who are used to top-notch experiences – both in-person and digital.  Additionally, the banking industry faces unprecedented competition, fueled by emerging fintech startups, digital banking platforms, and evolving […]

Market research has become indispensable for growth in just about any industry. Whether you’re a startup looking to carve a niche in a crowded market or an established company aiming to maintain your edge, you need to know your target audience and the overall competitive environment before you can be successful.  But what exactly is […]

Today’s customers have more choices than they’ve ever had. To stay competitive, businesses need to deeply understand their target market and effectively meet their expectations. Customer satisfaction is one of the main goals of market research, with 20% of all market research spending going toward CRM and customer satisfaction surveys.  However, 23% of organizations don’t […]

Market research allows organizations to acquire, analyze, and interpret data to better understand consumer behavior, industry trends, and competitive landscapes. It helps businesses gather and analyze information in a systematic way that facilitates data-driven decision-making and business growth. Overall, it tells you if your business aligns with consumers or your own customers, and makes sure […]

In the age of rapid technological advancements, customer expectations are evolving at an unprecedented pace. Today, customers seek more than just products and services; they demand seamless, personalized, and efficient interactions with brands. This paradigm shift has forced leaders to consider better ways of delivering amazing customer experiences.  Technology like Customer Experience Automation (CXA) has […]

In an era of digital disruption, businesses are navigating a rapidly evolving landscape. Understanding customer experiences has never been more crucial than it is now. The ability to capture valuable CX insights can make all the difference in today’s competitive market.  CSP has over 35 years of working with organizations to improve their customer experience […]

Over the years, the concept of customer experience has rapidly evolved. In the past, the concept usually meant customer support. Customer experience was synonymous with customer service, defined by how well support teams solved problems. The success of customer experience was measured by how well reps could resolve issues.  However, the landscape has undergone a […]

Picture walking into a store, and you immediately feel overwhelmed and unsure of where to find what you need. The store layout is confusing, the staff seem disengaged, and you leave without ever finding what you need, feeling frustrated knowing you’ll have to stop by another store.  This scenario highlights the critical importance of understanding […]