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Embracing Consumer Duty to Deliver Positive Outcomes for the UK Financial Services Sector

InMoment XI

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. What Is Consumer Duty? What Are the Details of the New FCA Consumer Duty?

Consumers 260
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Spring 2022 Consumer Trends for Restaurants


And it’s also why we regularly release insights we’ve gathered from consumers across North American to help our partners – both current and prospective – get a leg up on their competition. It’s why our suite of software and services are built around driving actionable insights from customer and operational data.

Consumers 232

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A complete guide to using consumer panels

QuestionPro Audience

What is a consumer panel? A consumer panel is defined as a representative group of people, selected by an organization or business to provide opinions and inputs for consumer research. The panelists provide feedback relating to product & services testing, ad testing, taste testing, and other areas.

Consumers 259
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Consumer Behavior & COVID Adjustments in Convenience Stores


In addition to crowning the winner of this year's Intouch Insight-CSP Magazine Customer Experience Award - spoiler alert, it was Lone Star Food Stores - Cameron shared insights from Intouch's bi-annual Changes in Consumer Habits reports as well as the evaluation of eleven convenience store chains considered for the award.

Consumers 156
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The State of Customer Experience 2023 Report: Part 2

The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!

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Prioritize Consumers with Powerful Customer Journey Strategy


Many modern consumers are considered digital natives and in turn, operate with what’s referred to as a digital mindset. This is a consumer-group that understands and embraces the world of technology. Digital native simply connotes any individual who was born and raised after the birth of the internet.

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Brand Loyalty? “Lol, Not Without Trust,” Consumers Say 


Consumer trust is a crucial component of any successful marketing strategy. As economic uncertainty persists, consumer financial confidence declines (see our recent Consumer Holiday Spending Survey ), and their willingness to spend drops. One effective way of gaining consumer trust is Customer-Led Marketing.

Loyalty 105
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2021 State of Customer Service Experience Report

Today’s consumers are shopping online more now than ever, but find the service experience inadequate. The Northridge Group's State of Customer Service Experience report provides a clear message to businesses. 63% of customers tried digital apps and tools for the first time and 75% will continue to prefer digital apps post-pandemic.

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Changes in Consumer Habits: Looking Back Over the Last 12 Months of Retail

You’ll learn: What consumers expect. This large-scale North American survey explores changes in expectations over the last year. How habits are solidifying. Where to focus to drive the greatest impact. Special features on grocery and convenience stores!

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Customer Perceptions of the Community Experience

What do consumers expect when it comes to CX? We surveyed more than 600 consumers from three major English-speaking markets the United States, the United Kingdom, and Australia, to gain an understanding of their perceptions of the community experience.

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Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done.

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Top 3 Ways to Conquer Virtual Retail Woes With Messaging

Learning objectives: Create genuine connections through channels consumers prefer. Discover three ways to improve business outcomes by deploying messaging and AI to meet these expectations. Leverage AI-powered conversational bots to boost efficiencies without compromising empathy. Hyper-personalize throughout the entire customer journey.

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How to Address the Needs of the Next Generation of e-Commerce Customers

Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert

So, how can we take on this next, purpose-driven generation of consumers? But it would be impossible to have this conversation without acknowledging that, with each passing quarter, more and more members of Gen Z are entering the workforce and exuding an increasing economic force.

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6-Step Guide to Operationalize a Consumer Connects Program

Why do consumer-centric organizations succeed? How can my company build a consumer connects program? Establishing a Connects Program is a great way to support your consumer insight initiatives. Learn how to do it with the right tools in's eBook.

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Changes in Consumer Habits: Looking Back Over the Last 12 Months for Restaurants

You’ll learn: What consumers expect from restaurants and food service establishments. This large-scale North American survey explores changes in expectations over the last year. How habits are solidifying. Where to focus efforts to drive the greatest impact.