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  • Customer Experience Management
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  • Report Transforming Government Services Through Better Insights

    Agencies Leverage Analytics To Improve Operational Excellence And The Citizen Experience

    Access to technology-enabled services has raised citizens' expectations. They expect to access critical services in their moment of need, via the channel or device of their choice. Armed with...

  • Report Brief: Engage Chinese Consumers With Interactive Digital Content

    Use Digital Intelligence Tools To Optimize Customer Engagement
    November 11, 2015 | Gene Cao

    Rising mobile device penetration, social adoption, and online buying are changing how consumers engage with companies in China. Customer insights (CI) pros' outdated tech practices don't drive...

  • Report Implement Effective Social Listening Capabilities In China

    Multinational Enterprises Should Revamp Their Social Listening Practices For China
    April 17, 2015 | Gene Cao, Allison Smith

    Regardless of what region they work in, customer insights (CI) professionals must know their customers. But many CI practices in China — a huge and important market with unique characteristics,...

  • Report Brief: Applying Customer Insight To Your Digital Strategy

    Top Lessons Learned From Early Adopters In Asia Pacific
    January 15, 2015 | Michael Barnes

    To serve and delight empowered customers, organizations are embarking on digital transformation journeys from multiple directions. Many start with initiatives to improve digital marketing...

  • Report Brief: Apply Social Listening To The Entire Organization

    Brands In China Need An Ongoing And Engaged Exchange With Consumers On Social Platforms
    January 12, 2015 | Gene Cao

    Chinese marketers are becoming more familiar with social media monitoring, which is the first level of the social listening maturity curve. With organizations devoting more marketing budget to...

  • Report Asia Pacific Companies Embrace Customer Analytics, Part 2

    Customer Insight Fuels Digital Transformation, But Analytics Requirements Far Outpace Existing Capabilities
    December 26, 2014 | Michael Barnes

    Customer insights (CI) are an increasingly critical source of competitive differentiation in the age of the customer. Organizations in Asia Pacific (AP) are embracing digital strategies to deliver...

  • Report Case Study: Spring Airlines Benefits From Social Intelligence

    Lessons Learned About Using Social Intelligence To Support Business Functions
    September 19, 2014 | Gene Cao

    Adoption of social intelligence and social listening is booming in China. As a pioneer of social listening in China's aviation industry, Spring Airlines successfully leveraged social intelligence...

  • Webinar Why Enterprise Feedback Management (EFM) Is Finally Taking Off, And What It Means For Market Researchers

    December 18, 2008 | Brad Bortner

    For several years, prognosticators have been claiming that the centralization of all customer-facing information gathering into a system that is fully integrated into CRM systems was the next big...

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