Women make 80% of healthcare decisions for their households and are 33% more likely than men to seek medical services, according to the American Heart Association. It’s critical for health care companies – insurers, health systems, and medical practices – to understand women’s approach to these decisions for themselves and their families. Making Tradeoffs Healthcare is a significant line item in any household budget, and one that women have to balance alongside other core nee

If you’ve spent any time on social media lately, you’ve seen the "2026 is the new 2016" trend. From the return of indie-sleaze aesthetics to the resurgence of physical media, we are collectively reaching back a decade to find something that feels grounded.   But this isn’t just about fashion or playlists. In the world of market research, we’re seeing a similar "renaissance." After years of digital dominance, the in-person focus group—once declared a relic of the pre-pandemic

Your executive team doesn't want another dashboard showing that NPS dropped 5 points last quarter—they already kno w the business is struggling, and retroactive explanations don't change the P&L. What they desperately need is foresight and direction: what's about to happen, why, and exactly what to do about it. This is the shift from descriptive analytics (what happened) and diagnostic analytics (why it happened) to predictive modeling (what will happen) and prescriptive anal

Gen AI has solved the wrong problem for most CX organizations—it's made generating insights absurdly easy while making it exponentially harder to know which insights actually matter. Your AI can now surface 100 correlations, flag 47 friction points, and identify 200 micro-segments in the time it takes to brew coffee. But here's the brutal truth: executives don't have bandwidth for 47 friction points, and boards don't fund 100-slide decks full of "interesting findings." They n

AI doesn't just amplify your insights—it amplifies your biases. As AI takes on more decision-making in CX operations—auto-routing complaints, predicting churn, personalizing experiences, prioritizing service queues—any bias embedded in your data or algorithms scales instantly across millions of customer interactions. Consider this real scenario: an AI system recommends prioritizing high-value customers in service queues to maximize lifetime value and efficiency metrics. Sound

Gen AI has made finding correlations trivial—your dashboard can now flag hundreds of relationships in seconds: customers who use Feature X have higher NPS, members who call support twice churn less, users who watch the tutorial video spend 30% more. But here's the challenge: correlation isn't causation, and acting on correlations without proving causality burns millions in misdirected investments. This is where causal inference and experimentation design become non-negotiable

Your customers aren't unimodal, so why is your CX analysis? Multimodal analysis—extracting insights from text, voice, video, behavioral data, and biometric signals simultaneously—separates superficial understanding from strategic intelligence. A customer tells you in a survey they're "satisfied," but their voice reveals stress, their clickstream shows three abandoned attempts before success, and 60% churn within 90 days. The words say one thing; the truth is in the tone and a

CX analysts have always been historians—documenting what happened, analyzing past behavior, and reporting on customer sentiment after the fact. But synthetic data fluency is transforming analysts into strategists who can simulate the future before it happens. This emerging skill involves creating, validating, and working with AI-generated customer personas and behavioral models that enable real-time "what-if" scenario testing without the weeks-long wait for survey fielding or

AI orchestration is one of the most critical CX analyst skills of the next decade. Gen AI can now do the heavy lifting—coding thousands of survey responses, identifying sentiment patterns, flagging anomalies—that used to consume 60-70% of an analyst's time. But the quality of AI-generated insights depends entirely on the analyst's ability to ask the right questions and validate outputs. An analyst who prompts AI to "summarize customer complaints" gets generic themes. An analy

Modern businesses have leveraged advances in technology to make the customer journey as fast and frictionless as possible — and with the rapidly growing use of agentic AI, it is poised to become even more so. However, in this age of hyper-convenience brands must consider what both they and their customers are giving up in key touch points as they continue to optimize the journey. While it remains true that you don’t want to make it difficult for a potential customer to buy yo

Diet and nutrition are once again a hot topic (aren’t they always in one way or another?). Even before   that   Super Bowl ad, Americans have been reconsidering what they eat and increasingly focusing on whole foods (see   Trend 6 ). However, at the same time, nearly   14% of households   in the U.S. are food insecure*, the highest level in almost a decade. When having food at all is a concern, whether it is fresh and healthy is secondary. Increasingly, health plans are stepp

The "product wrapper" era of asset management is dead. For decades, the industry thrived by packaging strategies into mutual funds and ETFs, collecting management fees for access. But in 2026, that playbook—distribute, collect, repeat—is a fast track to irrelevance. The winners of this cycle aren't just selling tickers; they are building infrastructure. Here is how three critical shifts are forcing the industry to reinvent its value proposition. 1. From "Product Wrapper" to P

The AI revolution is moving at breakneck speed, but the physical infrastructure required to power it is racing to keep up. We are currently at a pivotal junction where massive growth accelerators are colliding with complex operational constraints. From shifting legislation to energy innovations, here is how developers, investors, and governments are building the foundation for the AI age. The Global Legal and Financial Lift While local communities are often divided on data ce

The "Great Wealth Transfer" is no longer a future projection—it is a present-day reality. As we move through 2026, a staggering $34 trillion  is shifting hands, and the primary recipients are not who the industry traditionally prepared for. With 95% of spousal wealth transfers flowing to women, the financial services industry faces an inflection point. The firms that thrive in this new era won't just "market to women"; they will fundamentally redesign their advisory DNA to me

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