Our services

The Customer Experience and Insight (CXI) Research Group is a full-service research group that conducts leading-edge research centred on human experience and technological innovation.

You can engage CXI and members of the wider Swinburne community for research and insight in the areas of consumers and customers (internal and external), categories, emerging trends and technologies.

Our research services at CXI are:
 

Commissioned research

Funded research projects that address a specific business (or client) problem or need. Examples include brief-based projects and tracking studies.

Collaborative research

Projects in collaboration with CXI and/or the broader Swinburne community to generate knowledge in a particular field or topic. Examples include provision of real-world data for analysis, development of mutual interest studies with academic output opportunities (e.g. peer-reviewed journal publication) and higher degree by research (e.g. PhD) student project partnerships.

Thought leadership research

Projects aimed at generating and disseminating knowledge in a particular field or topic with a wider audience (delivered by CXI or other subject matter experts within the wider Swinburne community). Examples include in-house or public presentations, white paper co-authorship and access to leading scholars.

Sponsored research

Full or partial involvement in research projects through sponsorship investment. Examples include funding specific research project components (e.g. data collection) or team members (e.g. students).

The Customer Service Experience: Aligning Channels with Evolving Consumer Expectations, Preferences & Behaviour

The Customer Service Experience: Aligning Channels with Evolving Consumer Expectations, Preferences & Behaviour

This paper discusses the future of customer service delivery on a mix of traditional and digital channels.
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asaputra@swin.edu.au asaputra@swin.edu.au
Inspiration Review: The Art and Science of Experience

Inspiration Review: The Art and Science of Experience

Our team follows the topics and trends that are changing the consumer landscape. Insights from 2019 are collated here, offering a snapshot of the year that was – and a glimpse of the trends already shaping the year to come.
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asaputra@swin.edu.au asaputra@swin.edu.au
Conversational experiences: The next CX

Conversational experiences: The next CX

Customer-facing organisations are now using chatbots and virtual assistants to create conversational experiences, transforming the relationship between brand and customer.
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asaputra@swin.edu.au asaputra@swin.edu.au
Driving product design: The firm-customer relationship in mass customisation

Driving product design: The firm-customer relationship in mass customisation

Mass customisation introduces new roles for customers by involving them in the design process. Understanding the complexities of how they participate in this process can help firms strike a balance between customer experience and organisational priorities.
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asaputra@swin.edu.au asaputra@swin.edu.au Copyright © Swinburne University of Technology. All rights reserved. Reproduction in whole or part without written permission is strictly prohibited. The information in this publication was correct at the time of publication, June 2018. The views expressed by contributors in this publication are not necessarily those of Swinburne University of Technology or CXI Research Group.
Defining experience: Beyond experiential

Defining experience: Beyond experiential

The ‘experience economy’ is all around us, but what does it really mean for consumers?
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asaputra@swin.edu.au asaputra@swin.edu.au
Privacy in practice: Leveraging big data post-GDPR

Privacy in practice: Leveraging big data post-GDPR

Each year new technologies or trends are set to disrupt the sector, but this time those technologies have set in motion major policy changes that are forcing industry to rethink practice on a global scale.
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asaputra@swin.edu.au asaputra@swin.edu.au
Co-working spaces: From operational advantage to collaborative networks

Co-working spaces: From operational advantage to collaborative networks

Co-working is redefining the way we utilise physical space and share resources, creating networks of localised innovation and reshaping retail spaces in the process. Employees are adapting their expectations accordingly, something all employers need to be aware of as competitors in the ‘war for talent’.
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asaputra@swin.edu.au asaputra@swin.edu.au
Understanding customers: Creating customer personas through segmentation

Understanding customers: Creating customer personas through segmentation

Customer personas are a popular tool for today's marketers. They are a key building block for customer experience management and are used heavily in customer experience (CX) and user experience (UX) design, customer journey mapping, and design thinking.
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asaputra@swin.edu.au asaputra@swin.edu.au
Orchestrating experience - A holistic look at the customer journey

Orchestrating experience - A holistic look at the customer journey

For a long time, companies have emphasised maximising customer satisfaction in the moment of purchase, shifting their attention away from the bigger and more important challenge of designing and optimising the end-to-end customer journey.
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asaputra@swin.edu.au asaputra@swin.edu.au

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Want to contact the CXI Research Group?

There are many ways to engage with CXI and we welcome the opportunity to discuss these with you. Please email us at cxi@swinburne.edu.au for more information.

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