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.

We are measurement architects. We believe it’s critical to understand your needs, environment, and management practices and then purposefully design and budget our solution to fit.

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

  • 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™

Why We Do What We Do

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

Capability: Closed-Loop Feedback (CLF)
Capability: Closed-Loop Feedback (CLF)

Closed-Loop Feedback Measurement At-A-Glance: Two levels of CLF capability.

Read more Capability: Closed-Loop Feedback (CLF)
Framework: Closed-Loop Feedback
Framework: Closed-Loop Feedback

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

Read more Framework: Closed-Loop Feedback
Case Study: CX Architecture
Case Study: CX Architecture

Redesigning CX Measurement Architecture to Align with Customer Journeys.

Read more Case Study: CX Architecture