Insights
What the research says.
What it means for your customers
Research, customer experience news, case studies and journey breakdowns, for teams who look after customers at scale. Every figure links to its source.
By the numbers
- 11 daysaverage time Qantas tickets stayed on sale after a decision to cancel the flight (up to 62 days)
- 3% to 7%rise in customer and firm value modelled from a 1% retention gain (five US firms, data to 2002)
- 92.3%of Costco's US and Canadian members renewed at the end of its 2026 financial year (Costco, US/Canada, 2026)
- $13.8mlost by Australians to text message scams in the first 9 months of 2025, according to the ACMA
- Journey breakdown · QantasQantas ghost flights: where the cancellation journey broke customer trustBetween May 2021 and August 2023, Qantas sold tickets on flights it had already decided to cancel and did not promptly tell people who already held tickets. Qantas admitted breaching the Australian...26 October 2026 · 5 min read
- Case study · CostcoWhat Costco's 92% renewal rate shows about designing for renewalCostco renewed 92.3% of its US and Canadian members and 89.8% worldwide, according to its 2026 annual report, and membership fees brought in US$5.9 billion. The renewal is not won at the renewal...26 October 2026 · 5 min read
- CX newsSMS Sender ID Register: unregistered branded texts now show as ‘Unverified’Since 1 July 2026, a branded text message in Australia only shows the sender's name if that sender ID is registered on the ACMA's SMS Sender ID Register, through every telco or message provider used....26 October 2026 · 4 min read
- PerspectiveWhat an end-to-end customer journey map should actually includeA useful end-to-end journey map follows one type of customer through one goal, from the first moment they notice a need to the point they stay, leave or come back. It shows what they do, think and...24 October 2026 · 6 min read
- PerspectiveHow to find the moments that matter most in a customer journeyThe moments that matter most are the few points in a journey where the customer's feelings run highest, where a promise is made or tested, and where the experience ends. People remember those moments...24 October 2026 · 6 min read
Nothing matches that yet. New insights land every week.