Case studies
We’ve worked with over 50 blue chip clients from a number of sectors.
Financial services market research
Improving digital service delivery in UK general and life insurance
Client: Global technology company
Project process: Published sources, quantitative research with 2,000 UK consumers to assess individual brands
Outcomes: B2B thought leadership and content marketing – key recommendations through infographics, reports and workshops with 8 UK insurance companies
Investigating opportunities for digital technology in retail banking, GCC countries
Client: Global telecommunications company
Project process: Research across six markets in the Gulf states using analyst reports and expert executive interviews
Outcomes: Customer insight – GCC report and strategic recommendations
Developing the digitalisation of European banking and tracking study
Client: Global telecommunications company
Project process: Testing consumers uptake of digital technologies in banking across France, Germany, Spain, and the UK using quantitative research with biennial updates
Outcomes: B2B thought leadership and content marketing – series of e-reports enabling the client to generate PR and engage with prospects and clients
Exploring opportunities for new loan-based products
Client: Major high-street bank
Project process: Qualitative research, shadowing consumers journey and product selection
Outcomes: Customer insight, Digital customer experience – gained a stronger understanding of customer loyalty and when they require assistance and support
Digital customer journey design for new UK bank
Client: UK fintech
Project process: Accessing the our knowledge base, mystery shopping with other banks acquisition process and customer interviews to support the design of digital on-boarding
Outcomes: Digital customer experience – enabling the client to build a customer journey which improved the on-boarding process meaning few drop-out and a reduction in customer queries
Driving improved customer service performance using behavioural science
Client: UK bank
Project process: A/B test of cognitive biases on customers using large contact centres
Outcomes: Customer insight, Digital customer experience – improved sales performance and better customer experiences from the trial
Pinpointing HNWI’s needs for financial service products
Client: Private bank
Project process: Qualitative research, using innovative research techniques to identify and recruit HNW individuals to participate in research
Outcomes: Digital customer experience – feedback on competitor offers and new strategies for improving digital technology in private banking
Spotting opportunities for digital communications
Client: Leading UK financial service provider
Project process: Workshops with customers
Outcomes: Customer insight, Consumer, employee and technology trends – creation of new digital strategy including self-service opportunities
Driving customer satisfaction for a pension provider
Client: Major UK pension provider
Project process: Expert interviews with over 30 trustees, actuaries and advisors
Outcomes: Customer insight – enabling client to communicate customer satisfaction performance and identify areas for change
Managing a new proposition development process
Client: UK insurance company
Project process: Board interventions, international streetscapes, consumer research and workshops
Outcomes: Proposition development – evolving new products for consideration by board
Analysing the complaints of a major UK bank
Client: Major UK bank
Project process: Analysis of thousands of complaints made to the bank; classification, causal and clustering analysis
Outcomes: Customer insight – developed a new framework for complaint handling and made recommendations for reducing complaint volumes
Improving the performance of an outsourced contact centre portfolio
Client: CMA-9 bank
Project process: Analysis of internal data including key metrics, complaints and executive feedback. Call and e-mail observation, calibration and expert interviews with team leaders and advisors
Outcomes: Digital customer experience – full report to UK head office on performance of outsources contact centres, recommendations for service improvement
Marketing targeting for UK debt consolidation service
Client: Insolvency practitioner
Project process: Expert interviews, customer interviews, analysis of customer and geodemographic database to identify key segments and the opportunity to focus marketing resources in these areas
Outcomes: Customer insight – marketing segmentation, linked to postcodes across the UK enabling targeted marketing strategy for our client
Assessing the best business ownership models for customer experience
Client: Membership organisation
Project process: Use of publications, 25 expert interviews with senior executives, business and consumer quantitative research
Outcomes: B2B thought leadership and content marketing – thought out leadership report, infographics, presentations and PR
Healthcare market research
Assessing healthcare payers needs and market pressures post COVID-19
Client: Global technology provider
Project process: Using desk research and expert interviews to develop key drivers and scenarios for change
Outcomes: Customer insight, Consumer, employee and technology trends – creating and supporting a new marketing strategy
Improving the patient experience in Gulf countries healthcare
Client: Global technology provider
Project process: A combination of published sources, expert interviews with senior healthcare clinicians and managers across 8 markets, benchmarking data for patient journey and digital technology
Outcomes: Customer insight, Consumer, employee and technology trends – improving clinicians, administrators and patient engagement
Revealing the difference in happiness across 20 countries
Client: Global technology provider
Project process: Following a review of happiness research, developing a framework and index for happiness, tested with thousands of consumers across 20 countries and using statistical modelling for outputs
Outcomes: B2B thought leadership and content marketing – results used to promote the clients’ brand globally through PR, presentations and client meetings
CX training to enable a large public sector organisation to better serve low-income and disabled consumers
Client: Membership organisation
Project process: Following a review of best practice in CX delivery, including vulnerable and digitally disadvantaged people, created a model for assessing performance and identifying approaches to improving performance
Outcomes: Customer insight – delivered CX training to hundreds of frontline service delivery professionals
Researching the importance of trust in customer relationships
Client: Industry association
Project process: Used published sources, 25 expert interviews with UK senior executives, quantitative research with 1,000 consumers and 300 frontline customer facing employees
Outcomes: B2B thought leadership and content marketing – advancing the professionalism of customer service through communication with members
Housing market research
Brand strategy for housing association
Client: Major housing association
Project process: Desk research, expert interviews with marketing professionals, qualitative research with consumers
Outcomes: B2B brand research and tracking – recommendations for using existing brand versus launching a separate new build housing sales brand
Capturing new build buyers’ expectations and preferences
Client: Major housing association
Project process: Internal data, depth phone interviews and focus groups with buyers on new build sites
Outcomes: Customer insight, Consumer, employee and technology trends – recommendations for design and marketing of new build houses
Understanding key stakeholders’ attitudes to an innovative housing provider
Client: Forward thinking housing association
Project process: Using internal briefings and key stakeholder expert interviews to calibrate perceptions
Outcomes: Customer insight – board presentation and detailed research on the development of a new stakeholder communication strategy
Improving the customer journey for purchasing new homes
Client: Housing association
Project process: Accompanied shopping journeys with over 20 buyers negotiating in the London housing market
Outcomes: Digital customer experience – detailed recommendations to senior executives how best to add value at customer journey touch points
Discovering new revenue opportunities for a three-year strategy
Client: Social housing provider
Project process: Desk research, 40 expert interviews to identify over 30 new revenue opportunities for investment
Outcomes: Customer insight, Consumer, employee and technology trends – identified and ranked new revenue opportunities helping the client to prioritise resources
Payments market research
Assisting with the introduction of a new payment proposition to SMEs in the UK
Client: Global payments provider
Project process: Taking the clients existing proposition for a new payments system, tested qualitatively with 30 SMEs working around the UK
Outcomes: Customer insight, Proposition development – resulting in refinement to the proposition and pricing to drive future take-up
Assessing sales team performance for a payment processing provider
Client: Global payments provider
Project process: Using end-customer face-to-face interviews with high street retailers to understand the global payments sales effectiveness
Outcomes: B2B brand research and tracking – making recommendations for the improvement of sales team systems and training
Building a strategy to introduce new digital account to account payments
Client: UK digital payment company
Project process: Global research with senior executives to identify innovations, followed by quantitative research with UK consumers and SME
Outcomes: Proposition development – enabling the client to develop their strategy for the roll-out of account-to-account payments
Advancing an understanding of market pricing for card payments by SMEs in the UK
Client: Global payments provider
Project process: Qualitative research with small businesses all over the UK in a wide range of sectors
Outcomes: Customer insight and Proposition development – resulting in better decision making on a future pricing strategy
Developing and improving a switching process for financial services products
Client: Large UK payments provider
Project process: Including extensive desk research to develop drivers of change, 40 expert interviews, quantitative research with 2,000 UK consumers and 500 SMEs, testing attitudes and new proposition development
Outcomes: Customer insight and Proposition development – growing an existing switching offer and making recommendations for switching other financial products
Using MPoS systems in retail
Client: UK payment terminal provider
Project process: Using end-customer face-to-face interviews consumers and high street retailers to understand issues in retail; filmed interviews
Outcomes: Customer insight, B2B thought leadership and content marketing – including recommendations for the use of MPoS technology, a white paper, infographics and PR coverage
Using behavioural science to explore the development of consumer payments
Client: Global payments company
Project process: Accompanying customers on shopping journeys, together with product trials, to understand cognitive biases related to new payment technologies
Outcomes: B2B thought leadership and content marketing – generating extensive press coverage, creating presentations for industry events and internal strategic change
Testing the appeal of a new business to business payment mechanism
Client: Global payments company
Project process: Expert interviews and quantitative research with senior executives in finance, accounts and other management roles
Outcomes: B2B thought leadership and content marketing – resulting in a white paper, press coverage, presentations at industry events and with prospects
Sustainable energy and other market research
Enhancing customer performance through meta-analysis of customer data
Client: Water company
Project process: Meta-analysis of available customer experience data to distinguish where customer performance can be improved
Outcomes: Digital customer experience – identifying ways to boost customer satisfaction levels and support operational business decision-making
Future trends for a global energy consultancy provider
Client: Global energy consultant
Project process: Published sources, expert interviews and internal client workshops to develop key drivers of change for the next 10 years
Outcomes: Consumer, employee and technology trends – supporting the client to develop its long-term strategy in a fast-changing business market
Setting up a Customer Experience networking and benchmarking group
Client: Professional body
Project process: Using our knowledge of the UK customer experience industry to identify, recruit and manage a group of executives responsible for delivering service, creating a benchmark for performance
Outcomes: Customer insight – enabling participating organisations being benchmarked to learn from and contribute to CX development
Advising on industry standards
Client: BSI/CEN/ISO – Standards Committee member
Project process: Contributing to the content of UK, European and International standards including customer service excellence, monitoring and measuring CX, contact centres, complaint handling
Outcomes: Advising, as an expert, on the strategic and operational details for industry standards
Online database of digital strategies of large enterprises
Client: Start-up
Project process: Using our knowledge of the digital transformation industry to complete proposition research with potential buyers of a new service designed to provide insights into large corporations digital strategy
Outcomes: Proposition development – supporting client in developing a strategy for a new digital platform including benefits, product features and possible pricing
Digital transformation in UK local government
Client: Local government
Project process: Using our knowledge of the UK customer experience industry to identify improvements in citizen engagement, expert interviews and client workshop
Outcomes: Digital customer experience – supporting client in developing a strategy for digital transformation to provide better values service
Contact centre improvement
Client: Local government
Project process: Using call listening and calibration, internal data and expert interviews with executives, team leaders and advisors
Outcomes: Digital customer experience – development of a 10 point plan to improve customer experience and improve efficiency for leaders
Technology market research
Unravelling emerging lifestyles and media choices
Client: Global networking software company
Project process: Focus groups
Outcomes: B2B brand research and tracking – content for driving B2B marketing campaigns
Opportunities to use AI in customer contact centres across Europe
Client: Contact centre technology provider
Project process: Published sources, quantitative business research with senior executives in Belgium/Netherlands, France, Germany, Spain and the UK a tracking study
Outcomes: B2B thought leadership and content marketing – 3 e-reports, presentations, PR, social media across Europe
Assessing the opportunities to use new technology to transform customer experience
Client: Membership body
Project process: Published sources, expert interviews, quantitative research with consumers and businesses
Outcomes: B2B thought leadership and content marketing – webinar launch, report, infographics for social media and PR
Understanding changing consumer values in a post-Covid-19 world
Client: Global technology provider
Project process: Using quantitative research in Argentina, Austria, Chile, China, France, Germany, India, Ireland, Switzerland, South Africa, UAE, UK, US to explore consumer attitudes and working lives
Outcomes: B2B thought leadership and content marketing – generating PR coverage, client presentations and raising brand profile for technology client
Brand performance measurement for a US global technology provider
Client: US global technology company
Project process: Using brand metrics and modelling methodologies to compare the client’s brand to key competitors
Outcomes: B2B brand research and tracking – identifieng key strengths and weaknesses and making recommendations for change
Evaluating delivery companies and online retailers approach to PUDO market
Client: Global technology company
Project process: Global research with 60 delivery companies and online retailers in 20 countries
Outcomes: Customer insight, B2B thought leadership and content marketing – enabling the client to focus on markets to drive sales-lead generation
Showcasing an emerging cloud contact centre provider by winning awards and publishing case studies
Client: Global provider of cloud contact centre technology
Project process: Interviewed customer businesses and internal executives to source data, insights and quotes to demonstrate the before and after-benefits of the client’s cloud contact centre technology
Outcomes: B2B thought leadership and content marketing – boosting the client’s profile with over 50 published case studies and several prestigious industry awards
Analysing changes in consumer behaviours in a recession
Client: Global data, analysis and technology company
Project process: Using published sources, customer, expert and internal executive in-depth interviews
Outcomes: Customer insight, Digital customer experience – helping to strengthen client relationships with large banks and insurance companies
Competitor brand reputation for contact centre provider
Client: Contact centre software company
Project process: Using online tools to develop a detailed picture of prospect and customer perceptions in Europe and the US. Sentiment analysis and detailed examination of written feedback online
Outcomes: Customer insight – enabling the client to quality its brand positioning, the areas of leadership and opportunities for changing buyer perspectives
ABM planning to activate new better business relationships
Client: Technology provider
Project process: Using published sources, customer and industry commentators to provide insight on five global companies
Outcomes: Customer insight, Digital customer experience – helping our client to actualise its ABM strategy to deliver sales-leads and better relationships
Improving the digital complaint process to provide better outcomes for customers and the client
Client: National broadcaster
Project process: Mapping the complaints journey using 6 focus groups in different parts of the UK to understand barriers and the opportunities for efficiencies
Outcomes: Digital customer experience – making recommendations to the client how to meet SLA objectives improving the organisation’s operations and customer satisfaction
Network infrastructure research for global technology provider
Client: Global technology provider
Project process: Using published sources, expert interviews and quantitative research with IT executives around the world
Outcomes: B2B thought leadership and content marketing – generating PR, webinars and presentations with prospects and customers of our client
Highlighting global customer service standards with a new CX benchmark
Client: Global technology company
Project process: Creating and testing a customer experience (CX) benchmark with 8,000 consumers across Australia, France, Germany, Italy, Saudi Arabia, Singapore, South Africa, UAE and the UK
Outcomes: B2B thought leadership and content marketing – resulting in over 80 articles, creating a 2min video viewed over 40,000 times on Twitter and many successful presentations to clients and prospects
10-year global customer experience tracking study – The Autonomous Customer
Client: Global technology company(s)
Project process: Identifying and testing the importance of customer experience to consumers across the world, assessing global corporation’s performance and consumer desire for new solutions across 15 global markets
Outcomes: B2B thought leadership and content marketing, Consumer, employee and technology trends – resulting in hundreds of presentations to global clients, PR coverage, marketing materials and new product development for our client
Proposition development for SME telecoms supplier
Client: US telecom provider
Project process: Expert interviews with SMEs followed by focus groups with business owners to explore the features of a new service
Outcomes: Proposition development – supporting the launch of telecoms offers to SMEs
Improving the awareness for data security in large global enterprises
Client: Global technology provider
Project process: Using consumer and business research across 10 countries to assess attitudes and experiences of data management and breaches
Outcomes: B2B thought leadership and content marketing, Consumer, employee and technology trends – generating PR, webinars and presentations with our clients’ prospects and customers
Testing market appetite for cloud cybersecurity product
Client: Innovative UK cybersecurity firm
Project process: Expert interviews with SMEs followed by business research with IT directors, CISOs and others in related roles
Outcomes: Customer insight and Proposition development – leading to recommendations for product development, sales and marketing
Research market opportunities for satellite communication
Client: UK satellite service
Project process: Desk research and executive interviews with prospects and clients in broadcasting and communications. Identifying opportunities for satellite technology now and 5 years time
Outcomes: Customer insight, Consumer, employee and technology trends – prioritising sales and marketing opportunities including product attractiveness. Quantifying sales potential to enable our client to forecast revenue projects and sales targets
Opportunities for Private 5G wireless networks in global industry
Client: Major global technology provider
Project process: Expert interviews with IT and operations executives in mining, utilities, ports, airports and manufacturing. Quantitative research with a global sample of business leaders
Outcomes: B2B thought leadership and content marketing, Consumer, employee and technology trends – providing key findings, insights and global marketing stories targeted at multinational enterprises
8 years tracking study: The changing world of office-based work
Client: Global technology providers
Project process: Global quantitative study with IT and business executives exploring WFH, on the move and the wider uses of employees using digital technology
Outcomes: B2B thought leadership and content marketing, Consumer, employee and technology trends – resulting in evidence-based marketing, PR, workshops and presentations with prospects and clients