Archive for Simon Wood

Applying the principles of behavioural science

Nov 27, 2014 No Comments by

Simon Wood I’ve had the luxury of attending a few customer experience conferences recently and I have to say they’ve been largely fascinating.  Hearing organisations talk about their passion for customer service, the efforts they’ve gone to improve it and how its had a transformational impact upon their business – both internal culture and morale, […]

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Could text analytics mean the death of attributes?

Sep 16, 2014 1 Comment

The capabilities of text analytics tools have grown hugely, here Simon Wood of TNS talks about how text analytics can help cull attributes and questions when building new surveys.

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The future is mobile…again!

Dec 19, 2013 No Comments

It’s the time of the year to roll out the 2014 research forecasts. There’s a good chance many of them will state that 2014 will be the year mobile takes off. But we’ve seen that before, right? Here Simon Wood thinks about why mobile research still hasn’t been fully integrated in the research landscape.

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Plotting my route through the journey mapping maze.

Oct 29, 2013 1 Comment

Simon Wood, Head of Stakeholder Management Research at TNS UK, is back! Here he shares his thoughts on the popular topic of journey mapping. What is it? Why is it so important now and what are the implications in customer experience research

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Asking the fundamental questions

Jul 30, 2013 2 Comments

There is no ‘one size fits all’ approach to customer experience research. Here Simon Wood talks about the differences in a research brief dependent on the aims of research and strategy of the client company. Not all organisations want to deliver better service, some just want a better profit and it’s our job as researchers to understand this strategy and fit our methods to it accordingly.

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Can IVR ever work as a survey approach?

Mar 26, 2013 3 Comments

This month, regular RW Connect commentator Simon Wood, talks about a recent experience with a robot and whether IVR (interactive voice response) is an acceptable tool to use in market research data collection.

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The Power of Emotion

Jan 07, 2013 3 Comments

Made a resolution this year? Or already broken one? Regular contributor Simon Wood, head of Stakeholder Management Research at TNS suggests this year’s resolution should be making 2013 ‘the year of managing emotions’. Here he tells us why.

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