Each quarter, we identify signals, patterns taking shape in the market, explain why they matter, and offer our perspective.
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We're always happy to offer our perspective on how you can best tap into your customers' insight. Just one click can get the conversation started.
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Small Moments Matter in Shaping The Customer Experience Journey |
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The signal: As customer expectations rise, companies need to recognize that the moments where trust is built are getting smaller.
It’s no longer just major interactions that matter, it’s the everyday experiences in between, like how quickly a question gets answered, or how easy it is to navigate an app.
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Why it matters: Customer experience isn’t defined by one moment, it’s built over time. Small issues can add up quickly, but so can small wins. Those moments often shape whether customers stay or move on.
Our perspective: It's not about doing more, it’s about getting the small moments right, consistently. Take a closer look at the moments that are easy to overlook, but hard for customers to ignore.
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The signal:
Healthcare leaders are putting more focus on the patient experience, recognizing that trust is shaped through small, everyday interactions.
Why it matters:
Patients don’t separate the experience from the care itself, both shape how they feel and what they do next.
Our perspective:
Care and experience go hand in hand. Focus on the moments around care where things can feel unclear or disconnected.
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The signal:
Shoppers are becoming more intentional, placing greater weight on the small, everyday moments that shape the experience, like how easy it is to find items, or navigate digital tools.
Why it matters:
As decisions become more deliberate, even small disruptions can influence where customers choose to shop.
Our perspective:
When the experience feels consistently easy, it builds trust over time.
The smallest moments often carry the most weight, don’t overlook them.
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| The signal:
A new generation of clients expects more transparency, personalization, and seamless digital access.
Why it matters:
These clients are more open to switching, making long-term relationships less predictable than they once were.
Our perspective:
Clients aren’t just inheriting wealth, they’re deciding who they trust to manage it. Give them a clear reason to stay.
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In our latest proprietary study, we surveyed 1,226 U.S. consumers (ages 18–75) online to better understand how they think about, use, and trust cryptocurrency. |
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The signal: Interest in cryptocurrency continues to grow, but confidence hasn’t caught up. Many consumers remain unsure about oversight, volatility, and who they can trust.
Why it matters: Awareness alone isn’t enough to drive adoption or long-term engagement.
Our perspective: For financial institutions, the opportunity isn’t just offering crypto, it’s helping customers understand it. The firms that create clarity, will be the ones that earn trust.
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Three quick takes on business, leadership, and workplace culture from our President & CEO, Kevin Srigley.
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Read the latest three below:
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If you do just one thing this quarter...
Pick one moment in your customer journey where clarity or reassurance is missing and improve it with intention.
Why it matters:
These moments often shape how customers feel and what they remember about the entire experience.
Our perspective:
Customers may not remember every step of the process, but they will remember the moment they felt understood.
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 | Where You'll Find Us |
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The Quirk's Event
Chicago, IL
April 15-16, 2026
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| Insights Association
Ignite: Data Quality
Hoboken, NJ
April 21, 2026
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Insights Association
Ignite: B2B
Hoboken, NJ
April 22, 2026
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| Insights Association
North Central Cleveland Summit
Cleveland, OH
May 14, 2026
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