Customer Experience Integrated Data. Actionable Strategies. Improved ROI.

In a world where customer experience is king, extracting meaningful strategic insights requires a partner with unrivaled expertise. At CMI, we redefine what it means to be a CX market research firm by providing a consultative approach that seamlessly translates CX into tangible business outcomes for you. From identifying pain points and the “whys” to recommending actionable strategies aligned specifically to your business, we are committed to helping you enhance every facet of the customer journey.

What Differentiates CMI – Our Next-Gen CX

Our proprietary data hub, Viewpoint™, integrates your internal data with feedback across all channels. Every aspect of your customer’s journey is connected. And, with our closed-loop management system (upgradeable by integration to Salesforce Service Cloud)—you can drive action and customer responsiveness across the enterprise.

Time is precious, and our commitment to delivering succinct, impactful insights means you get clarity and direction when needed for strategic decision-making. We don’t just deliver findings. We collaborate closely with you to tailor strategies that integrate seamlessly with your business goals.

The End-to-End Customer ExperienceComponents of CMI's EFM platform

Measure

CX Tracking
Closed Feedback Loops
White Labeled Domains
Audio Open-Ends
Triggered Alerts
SMS & Email Invites
Data HUB
Advanced Data Automation
Store Design

Experience

Touchpoint Experience Design
Ethnographies
CX Journey Mapping
Day-In-the-Life
Moments That Matter
Shop-Along
Focus Groups / IDIs
CX Digital Diaries
Guest Dinning Experience

Strategize

Pricing
In-Store Insights
Segmentation
Switcher / Churn
Basket Size
Cannibalization
Shelf Optimization
State of the Market
Guest Dinning Optimization

Visualize

Visually Crisp PowerPoints
CMI Viewpoint™
Crosstabs With PPT Export
Video Recaps
Infographics
Digital Magazines
Executive Presentation Decks
Tableau Custom Dashboards

Capabilities

Closed-Loop Feedback
Customer Journeys
Customer Satisfaction & Loyalty
EFM
Immersion
Online Communities
Niche Audiences
Tracking
Viewpoint™

Brian S. LundeSVP, Client Engagement

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Why We Do What We Do

They make my job easy; they anticipate my questions and have answers even before I ask. The quality of the reports and feedback is second to none and the attention to detail is flawless.

This is important. Priorities change, so not being "in the budget" doesn't matter to me - let's dump something less important and trade up to this CX research.

This project required patience, flexibility, speed, and strong project management. CMI delivered well against all of those requirements. I felt confident knowing that they were partnering with us to get to the best result.

CMI has done an excellent job of providing meaningful research and handled the many changes with such grace. From a service level, you guys are in a completely different league.

I wanted to thank you for your incredible work in this very challenging topic area…Our partners were very happy with all of the CMI work, which included great thought partner discussions. Once again, your partnership has helped us move the business forward. Thank you!!!

The segmentation insights brought a lot to the table. It is so nice to see them being used and believed at our company.

They make my job easy; they anticipate my questions and have answers even before I ask. The quality of the reports and feedback is second to none and the attention to detail is flawless.

This is important. Priorities change, so not being "in the budget" doesn't matter to me - let's dump something less important and trade up to this CX research.

This project required patience, flexibility, speed, and strong project management. CMI delivered well against all of those requirements. I felt confident knowing that they were partnering with us to get to the best result.

CMI has done an excellent job of providing meaningful research and handled the many changes with such grace. From a service level, you guys are in a completely different league.

I wanted to thank you for your incredible work in this very challenging topic area…Our partners were very happy with all of the CMI work, which included great thought partner discussions. Once again, your partnership has helped us move the business forward. Thank you!!!

They make my job easy; they anticipate my questions and have answers even before I ask. The quality of the reports and feedback is second to none and the attention to detail is flawless.

This is important. Priorities change, so not being "in the budget" doesn't matter to me - let's dump something less important and trade up to this CX research.

This project required patience, flexibility, speed, and strong project management. CMI delivered well against all of those requirements. I felt confident knowing that they were partnering with us to get to the best result.

Customer Experience Integrated Data. Actionable Strategies. Improved ROI.

What Differentiates CMI – Our Next-Gen CX

The End-to-End Customer ExperienceComponents of CMI's EFM platform

Measure

Experience

Strategize

Visualize

Capabilities

Set Up a Discovery Call

Why We Do What We Do

Customer Experience Related Work

Infographic: Words that Matter

Case Study: Value Proposition

Case Study: Designing Experience Maps

Why CMI

Expertise

Our Work

Capabilities