Customer Experience Integrated Research Platforms That Improve Your Bottom Line

Reinvent customer experiences to deliver unmet human needs and drive sustainable growth.  From new customers in the honeymoon phase to loyalists who desire appreciation and doting, our holistic Enterprise Feedback Management (EFM) platform integrated with our Customer Experience Program measures, analyzes, and reports at every stage of the customer journey.  Every touchpoint is connected, measurable and actionable taking experience management to a new strategic level.  We make sense out of the plethora of data to connect the dots and provide closed-loop feedback and roadmaps between the customer’s moments of truth, employees, and stakeholders.  

We understand that customer experience research needs to be agile and continuous.  Using a combination of our expert strategic consulting services and industry leading software technology partner Forsta, we transform the objectives of your CX program into near-term goals that set the path to accelerated ROI. 

CMI’s designs an end-to-end customer experience that helps you understand your customers through a comprehensive and agile experience measurement system.  

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


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


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


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


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


  • Customer Journeys
  • Customer Satisfaction & Loyalty
  • EFM
  • Immersion
  • Online Communities
  • Niche Audiences
  • Tracking
  • Viewpoint™

Why We Do What We Do

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.
Academic Research
Director, Insights & Analytics
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.
Financial Services
Director, Marketing Research
The segmentation insights brought a lot to the table. It is so nice to see them being used and believed at our company.
Senior Manager, Market Insights
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.
Internet Service Provider
SVP, Marketing

Customer Experience Related Work

Framework: Closed-Loop Feedback
Framework: Closed-Loop Feedback

Closed-Loop Feedback Measurement At-A-Glance: Features and Capabilities

Read more
Case Study: CX Tracking
Case Study: CX Tracking

Transitioning and Optimizing a Quarterly CSAT Tracking Study

Read more
Infographic: Patient Adherence Journey
Infographic: Patient Adherence Journey

A Journey Map of a patient adherence program for a major Pharma company.

Read more