Delivering a seamless customer experience across all touchpoints is an ever-growing challenge — even more so during times of social and economic disruption.

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COVID-19 is creating massive economic uncertainty. Resolution and lasting effects are unknown. Consumer behavior will change, but what degree?

Our five-point plan provides data and recommendations to help companies understand, communicate, arm, plan and co-create to support customers and employees during, and after, the disruption.

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Our objective is clear: to build useful brands. And our specialized offerings are crafted to deliver on that promise. Explore how our innovative approach results in meaningful experiences for our clients.

  • Social
  • Media
  • Technology
  • Marketing Intelligence
  • Loyalty
  • Experience Design
  • Insights and Planning
  • Innovation
  • Content
  • Branding
  • Communications
  • Creative
  • Crisis Response
  • Modern Restaurant

Download Our Other Reports

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COVID-19 Restaurant Plan

An Action Plan to guide restaurant brands through the crisis, from communications to loyalty and CX.

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Cookie Apocalypse Report

As Google phases out third-party cookie tracking, focusing on first-party data is one of many steps brands should take.

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Useful Brands Report

We polled 5,500 consumers to understand how they judge a brand’s usefulness

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Travel & Hospitality Report

See how 24 airlines, hotels, car rental companies and online travel agents rate.

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Retail Report

See how 44 retail brands from 10 different retail categories rank.

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Dining For Life

Until now, restaurant brands have focused either on rewards or customer service, but not both. That's a mistake.

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How to Optimize Your Brand’s UX (Remotely!)

As consumers' time becomes increasingly defined by social distancing, online experiences matter more than ever. Here's one way to make your brand's digital touchpoints more effective.

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A Marketing Playbook for Uncertain Times

As society around us transforms seemingly hour by hour, it feels like the only certainty is uncertainty itself.

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Navigating Online Qualitative Research and COVID-19

Understanding the implications of today’s uncertainties feels compounded by limits to in-person qualitative research.