Presentations

Customer journey mapping has long been used – and with great success! – in CX innovation. But when there is a disruption, it can miss important opportunities. Explore a new methodology that may yield stronger results.

Based on his deep expertise applying the Jobs To Be Done framework, Phase 5 Partner Steve Hansen shares keys to getting from "jobs" to successful products.

To serve SMBs, consider the way business leaders think of the “financial operations” of their business. Our 2023 research explores 6 different categories in depth, and shows how responses have changed over time.

Review specific cases of using "synthetic respondents" and compare their responses to real people in order to better understand when and how to use this high tech research approach.

Based on our 2023 Study of Small & Medium Business financial strategy & operational needs, learn what financial institutions can do to better serve this important segment.

Learn from Phase 5 Partner Steve Hansen how to combine Jobs-To-Be-Done with Customer Journey Mapping for better, more customer-centric innovation.

Learn how User Experience, Customer Experience, and Employee Experience were reviewed and assessed holistically to arrive at specific initiatives that work together to deliver a better overall experience at London Stock Exchange Group.

Based on our 2021 study of over 2,000 consumers and small businesses, learn how customer needs and expectations have changed in light of the pandemic, whether that change is expected to last, and what financial services companies should do about it.

Led by Phase 5 Partner Andreas Noe and Phase 5 Client Tanya Fowler, dive deeper into lessons learned during the journey mapping process, and see how these insights informed FCT's actions ultimately leading them to the customer's "Victory Circle".

Ever wondered how a company can claim to be "customer obsessed" and yet can't put the customer at the center of what they do because of the walls between corporate departments and product divisions? This case study illustrates how to overcome these challenges.

Phase 5 Partner Steve Hansen teams up with client Nicole Strong (IPEX Manager of Customer Insight and Ideation) to share this case study presentation of a successful new approach to customer-centric innovation at the Insights Association NEXT Conference.

Miki Velemirovich, President of Phase 5 agency partner Cargo presents topline findings from our joint State of SMB study completed in 2021 (Small & Medium Business). Learn do's and don'ts for enterprise marketers who serve Canadian SMBs.

Based on our February 2021 survey of 2,000 North American SMBs with agency partner Cargo, this research explores drivers of SMB purchase and loyalty behavior in general, as well as in specific industry sectors including financial services, tech & telco, logistics, and software.

Phase 5's VP CX Sam Fiorino illustrates why it is important to evaluate experience, and shares techniques and best practices from various industries.

Phase 5 Partner and Innovation Leader Steve Hansen offers practical guidance on how to apply the JTBD framework to achieve breakthrough innovation results.

Hear Phase 5 Partners Steve Hansen and Michael Dolenko share their perspectives on the changing financial consumer, and how FIs should respond.

We talked with >500 Small Business Owners to understand how Big Brands can more effectively market to this important segment right now.

Hone in on the banking needs of the American small business owner during and after the pandemic.

Learn about the differences between 2018 and 2020 and focus areas for businesses to achieve CX success in the post-COVID world.

Get the latest insights on how to create a better banking experience for the small business customer, post-COVID.

Get the latest insights on how to create a better banking experience for the small business customer, post-COVID.

Learn how to use a Hero's Journey to frame your story, identifying their problem, the solution, and their exhortation.

Over the period of September 2017 to March 2018, TMG International asked 85 medium-tolarge size organizations in Canada a number of questions about their CX strategy and performance.