Blog
Learn about market research: mystery shopping management, customer experience management, mystery calling, customer surveys, and everything in-between.
Combining Mystery Shopping with VoC, NPS, and Other CX Metrics: A Complete CX Strategy
In today’s competitive market, delivering outstanding customer experiences (CX) is no longer optional – […]
4 min read
AI & Automation in Mystery Shopping: Enhancing (Not Replacing) the Human Touch
Over the past two decades, emerging technologies have transformed industries, and mystery shopping is no excep […]
2 min read
Navigating Industry Challenges in Mystery Shopping and CX Research
The fields of mystery shopping and customer experience (CX) research are evolving at an unprecedented pace. Wh […]
3 min read
The Future of CX: Are You Ready for Tomorrow’s Customers?
Today’s customers are more demanding, more connected, and more aware than ever. To stay ahead, brands must ant […]
2 min read
Celebrating 20 Years of CX and Mystery Shopping Research: 20 Lessons Learned
This year marks a monumental achievement for us—20 years of pioneering Customer Experience (CX) and Mystery Sh […]
4 min read
Celebrating 20 Years of CX Innovation
This year marks a monumental milestone for our organization—our 20th anniversary! Over the past two decades, w […]
3 min read
Balancing Subjectivity and Objectivity in Mystery Shopping Reports
Mystery shopping has long been a trusted method for evaluating customer experiences. However, one of the ongoi […]
4 min read
5 Ways Mystery Shopping Enhances Customer Experience Insights
In the modern business landscape, delivering exceptional customer experiences is non-negotiable. To achieve th […]
3 min read
3 Signs Your CX Needs Improvement (And How to Fix It)
In today’s competitive landscape, delivering an exceptional customer experience (CX) is not just a luxur […]
3 min read
The Customer Journey Isn’t Linear Anymore: How to Map Modern Omnichannel Experiences
Gone are the days when the customer journey followed a predictable path from awareness to purchase. Today’s cu […]
3 min read
MSPA ASIA/PACIFIC ’24: A Look Back at an Inspiring Event
This year’s MSPA conference was an unforgettable gathering for the mystery shopping industry, filled with ener […]
2 min read
Voice of the Employee Trends to Watch in 2025
As companies continue to recognize the importance of employee engagement, the Voice of the Employee (VoE) is e […]
5 min read
The Importance of CX Software: Why Modern Brands Need It and What It Should Offer
In today’s highly competitive business landscape, customer experience (CX) is no longer just a “nice-to- […]
6 min read
Mystery Shopping in the Cosmetic Industry: A Vital Tool for Ensuring Quality and Brand Consistency
In the fiercely competitive world of cosmetics, where customer loyalty is driven by quality, service, and bran […]
5 min read
CX Closed-Loop: What It Means, Benefits, and How to Implement It
In the world of customer experience (CX), closing the loop is a crucial step toward improving satisfaction and […]
6 min read
The Importance of Multi-Channel CX Surveys for Businesses
In today’s competitive landscape, customer experience (CX) is a vital differentiator that can make or br […]
5 min read
Employee Engagement Surveys: How to Pick the Perfect Software
Introduction Employee engagement is a crucial aspect of any successful organization. It refers to how committe […]
4 min read
CX Surveys for Healthcare
Customer experience in healthcare plays a vital role in determining patient outcomes, satisfaction, and loyalt […]
4 min read
Maximizing Productivity with Shopper Management Software
Running a retail business today is more challenging than ever. From tracking customer preferences to managing […]
3 min read
How Client Reporting Dashboards Improve Business Transparency
In the business world, transparency is vital, not a trend. It’s a must for every business. Companies sho […]
3 min read
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