Golden rules for modern consumer insights, from the authors of Insights on the Brink
Catch up with All Access: Voice of the Customer 2025 to find out why it’s time to shift the focus of your insights strategy towards action and empathy
It may be as old as CX itself, but consumer insights faces a number of challenges, from relevance to impact.
In their book Insights on the Brink, Tim Hoskins and Brett Townsend challenge the status quo of the insights profession to advocate for a bold departure from the academic and methodological roots and shift from process-heavy approaches towards actionable, empathy-driven strategies that deliver real impact for customers.
Opening All Access: Voice of the Customer 2025 Tim and Brett explain their "golden rules" for modern consumer insights and lay out a roadmap for how insights professionals can redefine their roles as strategic drivers of innovation and change.
Hear more from Brett and Tim in this interview with CX Network and find out more about the event from senior producer, Chloe Chappell, here.
