The top five concerns we hear from Business managers conducting Customer Experience (CX) research.

1. Translating Insights into Action

A common frustration is collecting feedback but struggling to implement meaningful change. Managers worry that research findings won’t lead to tangible improvements, often due to internal resistance, unclear priorities, or lack of ownership.

2. Ensuring Research Drives Business Outcomes

CX research is an investment, and managers need to prove ROI. They often question: How does this data link to revenue, retention, or operational efficiencies? Without clear commercial impact, CX initiatives risk being deprioritised.

3. Getting a Representative and Reliable Sample

Managers worry about the accuracy and reliability of their research. Are they capturing feedback from the right customers? Are they hearing from engaged customers only, or also from silent, at-risk clients? Ensuring unbiased, high-quality data is a constant challenge.

4. Balancing Customer Experience with Operational Realities

Even when CX research uncovers critical issues, practical constraints (budget, resources, legacy systems) may prevent companies from acting. Managers must weigh customer expectations against what’s realistically achievable.

5. Keeping Research Relevant and Up to Date

Customer expectations shift rapidly, making research results outdated if it’s not conducted regularly. Managers worry about running annual surveys that don’t capture real-time sentiment, leading to slow responses and missed opportunities.

If this sounds like you and your team, we can help.

Our discovery calls are free we’ll help you identify 5 things to overcome these types of challenges. Because to do well, you need to hear about new techniques, service, creating deeper, actionable insight. Especially through changing times.

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