customer experience — Greenbook
customer experience
The Greenbook Podcast
The Emotional Power of Convenience with Maxalan Vickers of Overtime
Karen Lynch
Chief Programming Officer at Greenbook
June 23, 2026
The Exchange The AI Shift No One Saw Coming: From Software to Services
The research and CX industry is shifting fast as AI reshapes analytics, enterprise platforms, and ho...
June 10, 2026
Artificial Intelligence and Machine Learning Which Platforms Offer AI Solutions for Consumer Insights? A Practical Guide for Modern Researchers
Discover top AI platforms for consumer insights and how to choose the right tools for research, CX, and analytics.
Ashley Shedlock
Content Producer at Greenbook
June 2, 2026
Research Methodologies Beyond Churn: A Practical Guide to Learning Customer Retention Research
Discover how to learn retention research using CX, analytics, and AI tools to reduce churn and build loyalty.
Ashley Shedlock
Content Producer at Greenbook
May 12, 2026
Artificial Intelligence and Machine Learning Deployment Is the New Battleground: What OpenAI and Anthropic’s PE JVs Signal for Insights
The AI race shifts to deployment. How OpenAI and Anthropic are scaling real-world adoption and redefining where value is created.
Leonard Murphy
Chief Advisor for Insights and Development at Greenbook
May 4, 2026
Focus on APAC Digital Empathy: When Technology Stops Being Cold and Starts Being Kind
Speed alone makes CX feel cold. Discover digital empathy, designing tech that builds trust, confidence, and inclusion beyond faster interfaces.
Lolitta Suffian
Senior Vice President, Customer Experience at Bank Simpanan Nasional
April 22, 2026
Market Research & Insights Careers Resources for Careers in Market Research and Analytics: Skills, Learning Paths, and Job Opportunities
Explore careers in market research and analytics. Learn key skills, job paths, networking resources, and how AI is reshaping insights roles.
Ashley Shedlock
Content Producer at Greenbook
March 30, 2026
Artificial Intelligence and Machine Learning From Hype to Hands-On: What Agentic & Conversational AI Really Means for Research
Watch agentic and conversational AI in action. See live demos transforming qualitative research, pan...
February 24, 2026
Customer Experience (CX) When Story Becomes Strategy: A New Lens for Journey Mapping
Customers experience journeys as stories, not workflows. Learn how narrative psychology improves journey mapping and builds trust.
Tarik Covington
Founder & Chief Strategist at Covariate. Human-Centered Insights
February 13, 2026
CEO Series Mark Ryan (Dark Matter Consulting) on AI, Scale, and the Future of the Insights Industry
AI is reshaping insights fast. Mark Ryan and Lenny Murphy unpack scale, “service software,” and how ...
February 12, 2026
Customer Experience (CX) The Safe Signal Reflex: A Hidden Variable Distorting Modern Research & CX Insights
The Safe Signal Reflex distorts engagement data. Learn how low-effort signals skew CX, surveys, and social listening and what teams can do.
Tarik Covington
Founder & Chief Strategist at Covariate. Human-Centered Insights
January 30, 2026
Partner Content
How In-the-Moment AI-Video Interviews Can Turn CX Metrics into Diagnoses
QSR brands track CX at scale, but lack context. Discover how AI-moderated interviews explain the “why” behind CSAT and NPS shifts.
Niels Schillewaert
Head of Research and Methodologies at Conveo
January 27, 2026
Market Research & Insights Careers Where Technical Acumen Meets Consumer Empathy: The Whole-Brain Journey of Jodi Koehler
From lab equations to mannequin heads, Jodi Koehler discovered consumer research by bridging chemistry with real human experience.
Brian Fowler
Senior Executive Director at Insights Career Network
January 19, 2026
Customer Experience (CX) Customer Experience (CX) Tech Showcase: Connecting Every Touchpoint
See how modern CX solutions connect data across every touchpoint to turn fragmented signals into act...
January 16, 2026
Focus on APAC Rethinking “Search” in the Era of Generative AI
Generative AI is reshaping search behavior. Learn how conversational AI is changing discovery in health, nutrition, finance, and marketing insights.
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Nina Pascual
Senior Insights and Analytics Business Partner at FrieslandCampina
December 23, 2025
Behavioral Insights Academy Why Privacy Is More Than Data Security: Lessons from Psychologists Studying the Impact of Privacy
In an AI-driven world, brands win trust by treating privacy as a commitment, protecting stories, and building stronger relationships with consumers.
Kristian Aloma
Founder and CEO at Threadline
September 19, 2025
The Exchange 3 Shocking Things Happening in Research Tech Right Now
AI is solving and creating data challenges. Discover how research tech swings, breakthrough tools, a...
September 11, 2025
CEO Series Why MFour Bets on Fair Data and Real Behavior
Chris St. Hilaire, CEO of MFour, shares how fair trade data and validated behavior are shaping the f...
June 5, 2025
Grow Your Insights Business How to Turn Your Business Data into Customer Journey Improvements
Use AI and smart segmentation to analyze behavior, track feedback, and boost engagement—turning business data into personalized, conversion-driving ac...
Chris Bretschger
Managing Partner at Bastion
June 2, 2025
Focus on APAC The Growing Need for Mystery Shopping
AI, neuroscience, and design innovation are transforming mystery shopping from basic audits into predictive tools for real-world customer experience i...
Ruth Stanat
CEO at SIS International Research
May 28, 2025
Behavioral Science Beyond Words: Unveiling Behavioral and Emotional Insights Through Technology
Bridge the gap between traditional research and behavioral analysis to uncover deeper insights into emotions, motivations, and subconscious influences...
Ashley Shedlock
Content Producer at Greenbook
February 24, 2025
Focus on APAC Driving Innovation Culture: Insights from Marilyne Chew at IIEX APAC 2025
Marilyne Chew, IIEX APAC 2025 speaker, explores how fostering an innovation culture enhances customer experiences and drives business success.
Colin Wong
Principal Consultant at Insights Heroes
February 12, 2025
The Greenbook Podcast
Navigating Uncertainty: Scenario Planning with Kerry Group’s David Deeley & Brian Short
Karen Lynch
Chief Programming Officer at Greenbook
November 21, 2024
Partner Content
5 Ways Real Customers Are Better Than Gen Pop for Making Billion Dollar Business Decisions
Trust real users for research to drive better insights, save costs, and build loyalty. Learn why customer-focused studies outperform general populatio...
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Paul Hagen
Principal Director at Alida
November 21, 2024
The Exchange Evolving with AI: The Key to Business Competitiveness and Innovation
Discover the need for businesses to adopt AI technologies to stay competitive. Explore how AI transf...
October 28, 2024
The Greenbook Podcast
Packing Smarter: AI, Research, and the Evolution of Away’s Soft Side Luggage
Karen Lynch
Chief Programming Officer at Greenbook
October 10, 2024
Research Methodologies How Much Do Mystery Shopping Companies Charge?
Discover how mystery shopping companies charge with diverse fee structures. Evaluate costs, quality, and reputation for optimal business enhancement.
Ashley Shedlock
Content Producer at Greenbook
October 9, 2024
Customer Experience (CX) How to Use Mystery Shopping Research to Improve the Customer Experience
Discover the power of mystery shopping research in improving customer experience. Uncover service strengths and exceed customer expectations to boost ...
Ashley Shedlock
Content Producer at Greenbook
July 25, 2024
Insights Industry News An Interview with Qualtrics’ Strategy & Research Suite Gurus
Discover the latest insights on market research and customer experience. Learn about Qualtrics' innovative research suite and their partner-first appr...
Karen Lynch
Chief Programming Officer at Greenbook
May 16, 2024
Insights Industry News Qualtrics X4 Summit Takeaways: Strategic Leadership, Ethical AI, and Data Empowerment
Uncover the latest trends in Strategic Leadership, Ethical AI, and Data Empowerment from the Qualtrics X4 Summit. Get valuable insights from top execu...
Karen Lynch
Chief Programming Officer at Greenbook
May 8, 2024
Gain & Retain® First Impressions in CX are Almost EVERYTHING!
Explore the correlation between the beginning of the customer experience journey and overall satisfaction. Find out how to prevent negative impacts on...
Ken Roberts
Chief Innovation Officer at Forethought
April 25, 2024
Customer Experience (CX) How Do CX Insights Help Increase SaaS Customer Success?
Boost customer success with CX insight. Understand behavior, offer proactive support, and personalize experiences to drive satisfaction in a competiti...
Hiral Rana Dholakiya
Digital Marketing Consultant at Preceptist
April 12, 2024
Research Methodologies How to Nurture Synthesis and Eradicate Business Conflicts with Insights
Discover strategies to navigate conflicts arising from organizational silos and conflicting datasets. Learn how to foster collaboration and promote in...
Emily James
Insights Marketer at FlexMR
March 8, 2024
Artificial Intelligence and Machine Learning
Partner Content
Unlocking the Secrets Behind KPI Movements: The AI-driven Analysis of Customer Language
Discover how artificial intelligence can empower businesses to gain deeper insights into customer pain points and drive impactful change.
Ben Hookway
CEO at Relative Insight
February 19, 2024
Behavioral Science Behavioral Science and UX and CX Research
Discover the value of behavioral science in answering questions and understanding consumer behavior. Bridge the gap between reported and actual behavi...
Leigh Caldwell
Co-Founder & Partner at The Irrational Agency
January 12, 2024
Gain & Retain® Trust Diagnostics Part Three: The full-blown crisis and the destruction of social license
Discover the evolving societal expectations of organizations and how they conduct themselves. How can breaching trust lead to loss of goodwill and bra...
Ken Roberts
Chief Innovation Officer at Forethought
January 11, 2024
Focus on APAC A Letter to My Young Self
Explore the pivotal role of real-world experiences in shaping successful careers for researchers from the perspective of a client-side researcher.
Simon Edwards
President at The Research Society Australia
January 10, 2024
User Experience (UX) Research Conversational Design in E-commerce: Optimizing User Experiences for Sales and Support
Enhance user experiences and drive sales with the strategic implementation of conversational design in e-commerce.
Catherine Schwartz
Marketing & E-commerce Specialist
January 5, 2024
Research Methodologies Using Customer Salience to Improve Business Success
Stay ahead in the market by utilizing Customer Salience, the ultimate solution for insight teams facing budget cuts and reduced stakeholder engagement...
Emily James
Insights Marketer at FlexMR
December 28, 2023
Focus on APAC What’s the Difference Between Digital and ‘Modern Retailing’? Real Consumer Understanding
Discover the unmet needs of consumers in the digital retail experience and unlock growth in consumer preference.
Edward Bell
General Manager of Insights, Brand and Marketing at Cathay
December 27, 2023
The Greenbook Podcast
A Year In Review: A Recap of Consumer Insights in 2023 with Jenn Mancusi
Karen Lynch
Chief Programming Officer at Greenbook
December 21, 2023
Research Methodologies The Business Case for Sustainability: Attracting Customers and Engaging Employees
Uncover the hidden potential of sustainability initiatives for businesses amidst the current economic climate.
Chrissy Brogan
Market Development Director at Glow
November 16, 2023
Research Methodologies Getting Digital Transformation Right: New Opportunities for Market Researchers?
Discover the broader opportunities for market researchers beyond the tunnel vision of traditional discussions on AI and digital transformation.
Larry Friedman
November 14, 2023
Data Quality, Privacy, and Ethics 5 Data Integration Mistakes and How to Avoid Them
Explore data integration challenges and how to overcome them with proactive these strategies. Overcome data integration challenges and provide proacti...
Lucy Manole
Content Writer at Marketing Digest
November 13, 2023
Focus on APAC Building a Deeper Understanding of the Customer Through a Values-Based Customer Segmentation
As businesses aim to deliver personalized experiences, customer segmentation remains a critical tool. Learn how to enhance customer segmentation strat...
Mai Marcelo
Head, Customer Intelligence at Globe Telecom
October 31, 2023
The Greenbook Podcast
Navigating the New World of Research: A Conversation with Publix Super Markets' Lorin Drake
Karen Lynch
Chief Programming Officer at Greenbook
October 12, 2023
The Greenbook Podcast
The Human Touch in AI-Driven CX: Strategies for Success with Jeannie Walters
Karen Lynch
Chief Programming Officer at Greenbook
October 5, 2023
The Greenbook Podcast
Seamless Experiences, Lasting Impressions: Dish Network’s CX Approach with Dave Duganne
Karen Lynch
Chief Programming Officer at Greenbook
July 13, 2023
Behavioral Insights Academy Stories to Be Told Will Elevate Your Innovation Practice
Jobs to be done is a concept that has been used by marketing and innovation organizations for more than a few decades. Its focus is on identifying nee...
Kristian Aloma
Founder and CEO at Threadline
May 19, 2023
Behavioral Insights Academy Using Behavioral Science to Build Elite Brand Equity
In today’s marketplace, many comparable products and services are often available, making it difficu...
April 21, 2023
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