customer experience
The CX Metric That’s Lying to You (And the Data That Proves It)
Learn how CSAT, NPS, and Customer Effort Score work together to reveal customer satisfaction, loyalty, and churn risk.
Kenneth Peterson
President, Customer Experience at QuestionPro
Karen Lynch
Chief Programming Officer at Greenbook
The AI Shift No One Saw Coming: From Software to Services
The research and CX industry is shifting fast as AI reshapes analytics, enterprise platforms, and ho...
Which Platforms Offer AI Solutions for Consumer Insights? A Practical Guide for Modern Researchers
5 min read
Discover top AI platforms for consumer insights and how to choose the right tools for research, CX, and analytics.
Ashley Shedlock
Content Producer at Greenbook
Beyond Churn: A Practical Guide to Learning Customer Retention Research
5 min read
Discover how to learn retention research using CX, analytics, and AI tools to reduce churn and build loyalty.
Ashley Shedlock
Content Producer at Greenbook
Deployment Is the New Battleground: What OpenAI and Anthropic’s PE JVs Signal for Insights
8 min read
The AI race shifts to deployment. How OpenAI and Anthropic are scaling real-world adoption and redefining where value is created.
Leonard Murphy
Chief Advisor for Insights and Development at Greenbook
Digital Empathy: When Technology Stops Being Cold and Starts Being Kind
4 min read
Speed alone makes CX feel cold. Discover digital empathy, designing tech that builds trust, confidence, and inclusion beyond faster interfaces.
Lolitta Suffian
Senior Vice President, Customer Experience at Bank Simpanan Nasional
Resources for Careers in Market Research and Analytics: Skills, Learning Paths, and Job Opportunities
4 min read
Explore careers in market research and analytics. Learn key skills, job paths, networking resources, and how AI is reshaping insights roles.
Ashley Shedlock
Content Producer at Greenbook
From Hype to Hands-On: What Agentic & Conversational AI Really Means for Research
Watch agentic and conversational AI in action. See live demos transforming qualitative research, pan...
When Story Becomes Strategy: A New Lens for Journey Mapping
6 min read
Customers experience journeys as stories, not workflows. Learn how narrative psychology improves journey mapping and builds trust.
Tarik Covington
Founder & Chief Strategist at Covariate. Human-Centered Insights
Mark Ryan (Dark Matter Consulting) on AI, Scale, and the Future of the Insights Industry
AI is reshaping insights fast. Mark Ryan and Lenny Murphy unpack scale, “service software,” and how ...
The Safe Signal Reflex: A Hidden Variable Distorting Modern Research & CX Insights
4 min read
The Safe Signal Reflex distorts engagement data. Learn how low-effort signals skew CX, surveys, and social listening and what teams can do.
Tarik Covington
Founder & Chief Strategist at Covariate. Human-Centered Insights
Partner Content
How In-the-Moment AI-Video Interviews Can Turn CX Metrics into Diagnoses
7 min read
QSR brands track CX at scale, but lack context. Discover how AI-moderated interviews explain the “why” behind CSAT and NPS shifts.
Niels Schillewaert
Head of Research and Methodologies at Conveo
Where Technical Acumen Meets Consumer Empathy: The Whole-Brain Journey of Jodi Koehler
6 min read
From lab equations to mannequin heads, Jodi Koehler discovered consumer research by bridging chemistry with real human experience.
Brian Fowler
Senior Executive Director at Insights Career Network
Customer Experience (CX) Tech Showcase: Connecting Every Touchpoint
See how modern CX solutions connect data across every touchpoint to turn fragmented signals into act...
Rethinking “Search” in the Era of Generative AI
2 min read
Generative AI is reshaping search behavior. Learn how conversational AI is changing discovery in health, nutrition, finance, and marketing insights.
Why Privacy Is More Than Data Security: Lessons from Psychologists Studying the Impact of Privacy
4 min read
In an AI-driven world, brands win trust by treating privacy as a commitment, protecting stories, and building stronger relationships with consumers.
Kristian Aloma
Founder and CEO at Threadline
3 Shocking Things Happening in Research Tech Right Now
AI is solving and creating data challenges. Discover how research tech swings, breakthrough tools, a...
Why MFour Bets on Fair Data and Real Behavior
Chris St. Hilaire, CEO of MFour, shares how fair trade data and validated behavior are shaping the f...
How to Turn Your Business Data into Customer Journey Improvements
6 min read
Use AI and smart segmentation to analyze behavior, track feedback, and boost engagement—turning business data into personalized, conversion-driving ac...
Chris Bretschger
Managing Partner at Bastion
The Growing Need for Mystery Shopping
4 min read
AI, neuroscience, and design innovation are transforming mystery shopping from basic audits into predictive tools for real-world customer experience i...
Ruth Stanat
CEO at SIS International Research
Beyond Words: Unveiling Behavioral and Emotional Insights Through Technology
8 min read
Bridge the gap between traditional research and behavioral analysis to uncover deeper insights into emotions, motivations, and subconscious influences...
Ashley Shedlock
Content Producer at Greenbook
Driving Innovation Culture: Insights from Marilyne Chew at IIEX APAC 2025
4 min read
Marilyne Chew, IIEX APAC 2025 speaker, explores how fostering an innovation culture enhances customer experiences and drives business success.
Colin Wong
Principal Consultant at Insights Heroes
The Greenbook Podcast
Navigating Uncertainty: Scenario Planning with Kerry Group’s David Deeley & Brian Short
Karen Lynch
Chief Programming Officer at Greenbook
Partner Content
5 Ways Real Customers Are Better Than Gen Pop for Making Billion Dollar Business Decisions
5 min read
Trust real users for research to drive better insights, save costs, and build loyalty. Learn why customer-focused studies outperform general populatio...
Evolving with AI: The Key to Business Competitiveness and Innovation
Discover the need for businesses to adopt AI technologies to stay competitive. Explore how AI transf...
Karen Lynch
Chief Programming Officer at Greenbook
How Much Do Mystery Shopping Companies Charge?
6 min read
Discover how mystery shopping companies charge with diverse fee structures. Evaluate costs, quality, and reputation for optimal business enhancement.
Ashley Shedlock
Content Producer at Greenbook
How to Use Mystery Shopping Research to Improve the Customer Experience
6 min read
Discover the power of mystery shopping research in improving customer experience. Uncover service strengths and exceed customer expectations to boost ...
Ashley Shedlock
Content Producer at Greenbook
An Interview with Qualtrics’ Strategy & Research Suite Gurus
12 min read
Discover the latest insights on market research and customer experience. Learn about Qualtrics' innovative research suite and their partner-first appr...
Karen Lynch
Chief Programming Officer at Greenbook
Qualtrics X4 Summit Takeaways: Strategic Leadership, Ethical AI, and Data Empowerment
6 min read
Uncover the latest trends in Strategic Leadership, Ethical AI, and Data Empowerment from the Qualtrics X4 Summit. Get valuable insights from top execu...
Karen Lynch
Chief Programming Officer at Greenbook
First Impressions in CX are Almost EVERYTHING!
4 min read
Explore the correlation between the beginning of the customer experience journey and overall satisfaction. Find out how to prevent negative impacts on...
Ken Roberts
Chief Innovation Officer at Forethought
How Do CX Insights Help Increase SaaS Customer Success?
6 min read
Boost customer success with CX insight. Understand behavior, offer proactive support, and personalize experiences to drive satisfaction in a competiti...
Hiral Rana Dholakiya
Digital Marketing Consultant at Preceptist
How to Nurture Synthesis and Eradicate Business Conflicts with Insights
6 min read
Discover strategies to navigate conflicts arising from organizational silos and conflicting datasets. Learn how to foster collaboration and promote in...
Emily James
Insights Marketer at FlexMR
Partner Content
Unlocking the Secrets Behind KPI Movements: The AI-driven Analysis of Customer Language
3 min read
Discover how artificial intelligence can empower businesses to gain deeper insights into customer pain points and drive impactful change.
Ben Hookway
CEO at Relative Insight
Behavioral Science and UX and CX Research
4 min read
Discover the value of behavioral science in answering questions and understanding consumer behavior. Bridge the gap between reported and actual behavi...
Leigh Caldwell
Co-Founder & Partner at The Irrational Agency
Trust Diagnostics Part Three: The full-blown crisis and the destruction of social license
6 min read
Discover the evolving societal expectations of organizations and how they conduct themselves. How can breaching trust lead to loss of goodwill and bra...
Ken Roberts
Chief Innovation Officer at Forethought
A Letter to My Young Self
5 min read
Explore the pivotal role of real-world experiences in shaping successful careers for researchers from the perspective of a client-side researcher.
Simon Edwards
President at The Research Society Australia
Conversational Design in E-commerce: Optimizing User Experiences for Sales and Support
6 min read
Enhance user experiences and drive sales with the strategic implementation of conversational design in e-commerce.
Catherine Schwartz
Marketing & E-commerce Specialist
Using Customer Salience to Improve Business Success
5 min read
Stay ahead in the market by utilizing Customer Salience, the ultimate solution for insight teams facing budget cuts and reduced stakeholder engagement...
Emily James
Insights Marketer at FlexMR
What’s the Difference Between Digital and ‘Modern Retailing’? Real Consumer Understanding
8 min read
Discover the unmet needs of consumers in the digital retail experience and unlock growth in consumer preference.
Edward Bell
General Manager of Insights, Brand and Marketing at Cathay
Karen Lynch
Chief Programming Officer at Greenbook
The Business Case for Sustainability: Attracting Customers and Engaging Employees
5 min read
Uncover the hidden potential of sustainability initiatives for businesses amidst the current economic climate.
Chrissy Brogan
Market Development Director at Glow
Getting Digital Transformation Right: New Opportunities for Market Researchers?
8 min read
Discover the broader opportunities for market researchers beyond the tunnel vision of traditional discussions on AI and digital transformation.
Larry Friedman
5 Data Integration Mistakes and How to Avoid Them
5 min read
Explore data integration challenges and how to overcome them with proactive these strategies. Overcome data integration challenges and provide proacti...
Lucy Manole
Content Writer at Marketing Digest
Building a Deeper Understanding of the Customer Through a Values-Based Customer Segmentation
4 min read
As businesses aim to deliver personalized experiences, customer segmentation remains a critical tool. Learn how to enhance customer segmentation strat...
Mai Marcelo
Head, Customer Intelligence at Globe Telecom
The Greenbook Podcast
Navigating the New World of Research: A Conversation with Publix Super Markets' Lorin Drake
Karen Lynch
Chief Programming Officer at Greenbook
Karen Lynch
Chief Programming Officer at Greenbook
The Greenbook Podcast
Seamless Experiences, Lasting Impressions: Dish Network’s CX Approach with Dave Duganne
Karen Lynch
Chief Programming Officer at Greenbook
Stories to Be Told Will Elevate Your Innovation Practice
6 min read
Jobs to be done is a concept that has been used by marketing and innovation organizations for more than a few decades. Its focus is on identifying nee...
Kristian Aloma
Founder and CEO at Threadline