Custom research
Research for your next CX decision
Ask us to study a question for your organization: how you compare with competitors, whether a new value proposition lands, what your CX initiatives return.
What we research
Your question, answered with evidence
Three typical questions we can research for you. Yours may be another one.
How do we compare with our competitors?
Benchmark your customer experience against the companies your customers compare you with.
Will this new value proposition land?
Test a new value proposition with your customers.
What do our CX initiatives return?
Measure the return of your CX initiatives.
How it works
From your question to what you do next
The first conversation is free. You decide after the proposal.
01
Free consultation
We help you sharpen the question behind your request, and the decision the answer should inform.
02
Research proposal
A detailed plan from your question to the findings: the method, who we ask and what you get. You decide after you have seen it.
03
We run the research
Our team does the heavy lifting, or runs the research together with your people.
04
Findings you can act on
We work out what the findings mean for your organization and help you act on them.
How we research
Three streams of evidence, one finding
For The Journey-First Enterprise we combined three streams of research. For your question, the research proposal sets out the method.
80% vs 35%
80% of organizations say journey mapping improves their understanding of customer needs. Only 35% see it improve their customer satisfaction scores.
01
What is already known
A review of the academic papers on the subject.
02
What practitioners told us
A directional probe survey and in-depth interviews with CX practitioners.
03
What we see in our own work
Our own work at CXM Academy, to put the findings in context.
Not ready for a research project?
Start with the CCMA
The Customer Centricity Maturity Assessment shows where your organization stands on customer centricity and what keeps it from going further. You get a prioritized plan for what to do next.
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questions
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pillars: Willing, Skilled, Able, Aligned
Unlimited
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Questions
Frequently asked questions
What does the first conversation cost?
Nothing. The consultation is free: we help you scope the research and the question behind it. You decide after you have seen the proposal.
Do you run the research for us, or with us?
Either. Our team can do the heavy lifting for you, or run the research together with your people.
What happens after the research?
Together we work out what the findings mean for your organization and help you act on them.
How do you do the research?
It depends on your question, and the research proposal sets out the method. For The Journey-First Enterprise we combined a review of academic papers, a directional probe survey and in-depth interviews with CX practitioners with what we see in our own work. See our reports.
We are not ready for a research project. Where do we start?
With the Customer Centricity Maturity Assessment: it shows where your organization stands and gives you a prioritized plan.
Request custom research
Tell us your question
We reply to set up the free consultation. Nothing is decided until you have seen the proposal.
Prefer email? Write to hello@cxm.academy
goCX BV, Tessenderlo-Ham, Belgium
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