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For Customer Experience Professionals

Your Brand's Customer Experience Depends On Partner And Customer Understanding

Best Practices For Qualitative And Quantitative Research With And About Partners

December 14, 2020


Why Read This Brief

B2B2C firms looking to improve the end-customer experience must first understand the current experience — not just of the customers but of the partners who deliver those experiences as well. This report highlights best practices for conducting qualitative and quantitative research into the partner experience (PX) and the customer experience (CX) provided by those partners. CX professionals should adopt a variety of methods to inform journey mapping, prioritization, enablement, and the other activities that drive improvement.

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