As 4P, we understand the role and importance of CX in various categories. We can support Customer Experience Management (CXM) processes with research at every stage: strategy, design, implementation, and monitoring.

We achieve this by:

• Defining and monitoring key CX indicators (NPS, CSI, etc.) that correlate with business goals and metrics (retention, basket value, increasing customer base, etc.).
• Building personas, empathizing with the customer, and thoroughly understanding their needs and the context in which those needs arise, as well as their contact with the product or service provider.
• Diagnosing customer journeys, identifying pain points, moments of truth, and elements with the potential to improve customer experience (Kano analysis).
• Developing operational key performance indicators (KPIs) that help a company find and implement solutions that build positive customer experiences.
• Identifying priority paths for CX management based on selected business metrics.
• Creating personalized UX research strategies, from simple agile usability tests to studies on more complex issues that require combining various research methods and techniques (qualitative, quantitative, data science, AI).

Examples of research conducted in recent years:

• Customer Journey analysis for mobile channels
• Research on horizontal portals
• Research on mobile services
• UX testing of app and website prototypes
• Research on building relationships online
• Exploration of consumer attitudes/behaviors within segments
• Customer engagement and loyalty studies
• Segmentation of current and potential customers
• Visualization of consumer segments
• Quantitative UX testing of website menus