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Thought Leadership Reports

The Impact of AI on CX in Financial Institutions
Explore how AI will influence the customer experience at financial institutions in North America, as well as the ethical considerations that must be addressed to ensure that AI is used in a responsible and equitable manner.
The Future of the Interface - 2022 Update
How UX professionals must adapt to ensure our work remains relevant and effective as the technology customers are using, the metaverse, and the way they interact with it, are rapidly changing.
2021 Update: COVID Impact on Consumer Financial Services, Canada
Download this topline report specific to the Canadian marketplace, and learn how consumer behaviours and attitudes have evolved a year after the pandemic began.
2021 Update: COVID Impact on Consumer Financial Services, US
Download Phase 5's topline report summarizing the 2021 update to "Impact of COVID-19 on Consumer Financial Services in the US". Learn how behaviors and attitudes have changed 1 year later.
State of Small & Medium Business in 2021 - Resources
Based on our February 2021 study of North American SMBs with agency partner Cargo, we've uncovered drivers of SMB purchase and loyalty behavior in general, as well as in specific industry sectors including financial services, tech & telco, logistics, and software.
Impact of COVID-19 on Consumer Financial Services in Canada
Based on our July 2020 online survey of household decision-makers in Canada, this study digs in to how consumers' financial outlook and behaviours have been impacted by the pandemic.
Impact of COVID-19 on Consumer Financial Services in the US
Based on our July 2020 online survey of household decision-makers in the United States, this study digs in to how consumers' financial outlook and behaviors have been impacted by the pandemic.
The State of Customer Experience in Canada - 2020
This 2020 update to the inaugural study offers great perspective for organizations in a dramatically changing world.
Customer Journey Mapping
Help your group, or your entire business, design experiences that map onto your customer’s world
Insights and Agility
How Insights Professionals are ENGAGING WITH AGILITY
The State of Customer Experience in Canada - 2018
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.