Key takeaways from the webinar:

  • Mobile is not just a "Gen Z thing." Whoever you need to reach, they are on mobile. 
  • Want more intimate and candid feedback? According to a study conducted by the Wharton School of Business, people are more forthcoming when responding via mobile. 
  • One of the most powerful features of mobile tech? The ability to do in-the-moment research and get CX feedback in real-time.
  • Companies like Midea and the Vancouver Canucks (an NHL team) have used the power of mobile to get real-time insights. 
  • Treat CX research as a customer touchpoint—because it is. 
  • Boohoo uses a two-phased approach to get a more nuanced understanding of the e-commerce shopper experience. 
  • CX research should be an ongoing effort. Continue the conversation with your customers through insight communities

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