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
Archive for Simon Wood
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.