Beyond surveys: Let’s design think our voice of client programmes for better client experience

Jhumur Choudhury

ATB Financial, the financial services company, evolved its measurement framework in Canada.

Background

If you are working in the customer experience space, you probably have not escaped hearing the term "design thinking" multiple times. What is design thinking? And why is it so popular? Simply put: design thinking revolves around a deep interest in developing an understanding of the people for whom we are designing the products or services. A large part of design thinking is research by its very nature, in that it involves understanding the consumer and/or user's problems, attitudes and beliefs. Design thinking embraces exactly what good research should always have done, although of course, research has often fallen...

WARC subscribers can sign in to keep reading

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands