In this episode of The Brand Called You, explore the evolving world of customer experience and market research with Praveen Nijhara, Chief Executive Officer of Hansa Research Group, in conversation with host Ashutosh Garg.
Discover what differentiates Hansa Research in the global market research landscape, understand the true meaning of customer experience, and explore why customer satisfaction scores often remain stagnant despite organizations investing in dedicated CX teams.
Praveen shares valuable perspectives on measuring the ROI of customer experience, understanding the differences between customer satisfaction, customer experience, and customer loyalty, and examining the growing influence of AI on primary market research.
From the risks of synthetic respondents to the possibilities of AI-driven research, this conversation offers valuable insights into the future of consumer intelligence and customer-centric leadership.
An insightful episode for business leaders, marketers, researchers, and anyone interested in understanding consumer behaviour and the future of customer experience.
KEY HIGHLIGHTS:
- The mindset shift from business leadership to becoming a CEO
- What differentiates Hansa Research in the global market research landscape
- Why having a dedicated customer experience team is not enough
- The importance of addressing customer dissatisfaction before pursuing delight
- Measuring the ROI of customer experience in a finance-driven business environment
- Understanding customer satisfaction, customer experience, and customer loyalty
