Recent Posts

User Experience is one of the most critical success factors for Industry 4.0

August 22, 2014 by in Technology

How can we effectively measure interactions in highly digital and complex industrial environments? For quite a long time, “usability” was the one and only indicator for this kind of interaction. However, the complexity of today’s environment shows that usability alone is not sufficient anymore to understand real life interaction of users. User Experience (UX) is a step ahead and includes usability along with new aspects: Are the technical devices intuitive to use? Are the requirements of the user appropriate? Customers want a playful usability, discover functions without frustration. They want an appealing product which is visually appealing and fun to use – all in spite of the rapid advances in technology and the ever-changing requirements.

The Internet of Things: Fresh potential for businesses but with familiar pitfalls

August 21, 2014 by in Technology

The Internet of Things (IoT) is coming, and will transform the way businesses function forever. Many organizations are still unsure exactly what the IoT is, how they’re going to take advantage of its huge apparent potential, and vitally, what new threats it poses…

A definition and a forecast

The IoT can be defined as “physical objects capable of communicating through the internet without human intervention,”(1), or anything equipped with tiny internet-connected sensors that generate actionable data.

Can automakers achieve data-driven empathy?

August 19, 2014 by in Automotive

A recent article in a business journal said companies are failing to follow established relationship “rules” and should use their Customer Relationship Management (CRM) systems to develop “data-driven empathy” about what’s really going on in the hearts and minds of their customers.

Some customers just want a “fling,” for instance. That means the person wants to try out a brand to try on a new identity. Others want to become “best friends,” looking to a brand for intimacy and emotional support.

Are SVOD Services Leaving Over $45 Million on the Table This Month?

August 19, 2014 by in Media & entertainment

We all know that streaming video is at the forefront of entertainment, though perhaps it has been undersold. Data from our recently released report, How People Use® Media: Comparing Streaming Services, indicate that streaming video services may be leaving a lot of money on the table each month.

All the services that we asked about – pay or free – had a much higher perceived value (what people would pay per month) among their users compared with their current cost. Those few dollars could add up quickly. Each $1 increase would mean, roughly, over $30M extra a month from Netflix homes, over $10M a month from Amazon Plus homes, or over $5M from Hulu Plus homes.

Common-Health Games

August 18, 2014 by in Consumer Goods, Fashion & lifestyle, Health, Media & entertainment

The recent Commonwealth Games is just the latest in a number of international sporting events hosted by the United Kingdom that have proved successful both in sporting terms and from the perspective of motivating the population to become more engaged with sport. Other recent examples are the recent start of the Tour de France in Yorkshire (an event that follows Bradley Wiggins’ and Chris Froome’s back-to-back wins in the event in 2012 and 2013), Andy Murray’s victory at Wimbledon in 2013 and England’s cricket team winning the Ashes test in 2013.

Customer interaction through mobile devices

August 15, 2014 by in Retail, Technology

The shift to mobile devices is big news for retailers. Now, half of UK mobile internet users visit a retail site at least once a month, spending on average 25 minutes shopping.

By combining big data usage metrics from a global mobile network operator with our own world-class consumer panel data, we can give retailers a clear view of this expanding mobile marketplace, identifying which sites and apps are most popular.

Our insight shows that just three retailers – eBay, Amazon and Argos – reach more than 10% of the retail audience on their smartphone each month. For smaller sites, ample opportunities exist to leverage consumer mobile usage data to grab more of the share.

Tracking the purchase journey for smartphones and tablets in the UK, Romania, Belgium and Russia

August 15, 2014 by in Consumer Goods, Retail

How do shoppers in different markets research a major purchase like a smartphone or tablet? How does their behaviour differ by country? That was the question we set out to answer in this cross-country study where investigating smartphone and tablet purchase journeys in the UK, Belgium, Russia and Romania.

How people buy car insurance: Part 3: Are renewers loyal?

August 13, 2014 by in Automotive, Financial services

Buying or renewing car insurance is no longer a simple task for motorists. And for insurers understanding the increasingly complex purchase journey is critical to maximize sales and customer retention. We have carried out extensive research into the purchase journey of UK car insurance buyers and we’re sharing it in a series of articles – click here for Part 1: The Research Phase and Part 2: The Role of the Brand. Here in our third article we look at the conundrum of auto-renewers. Does automatically renewing your insurance make you loyal – or not? Our research shows that 69% of car insurance buyers stay with their existing provider. Insurance providers could be forgiven for seeing these people as loyal customers. However, this is a risky conclusion.

How people buy car insurance: Part 2: The role of the brand

August 11, 2014 by in Automotive, Financial services

Viewed by most people as a commodity, what role does the brand have for drivers in the car insurance purchase journey? We have carried out extensive research into the purchase journey of UK car insurance buyers and we’re sharing it in a series of articles. Here in our second article we look at where brands fit in the decision-making process. To read Part 1: The Research Phase click here >

The Doctor Will Text You Now

August 7, 2014 by in Financial services, Health

Technology will continue to play a powerful role in the future of medicine, not just in the direct delivery of care, but also in communication within the care system. This includes doctor/patient interactions, which are diversifying away from strict reliance on the exam room. Health plans are taking notice, with a shift from some limited pilots of telemedicine to broad based rollouts by insurers including WellPoint and Aetna.