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Trusted by 80% of the top 10 Fortune 500 technology companies

Tailored Analysis

Our clients receive highly customized strategic insights and analysis

Broad Market Expertise

Connecting the dots through broad market expertise


Product Experience Measurement Reimagined

With the Delight Scale, we crafted the 10 best questions to capture customer experience. The results are scored, weighted, and aggregated into a product’s Delight Score. This approach has proven to lead to a much more holistic measurement of customer experience, and actionable product insights to truly separate great products from average ones. Delight is the bedrock of every loyal and engaged customer.

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Why Use the Delight Scale?

Whether we look at the consumer market or the enterprise market, we are witnessing a transition from hardware, software, and service as an individual source of value to the total experience that arises from their combination. It is about the overarching experience a user receives that distinguishes a good product and a great product. Understanding how the different parts of the offering or even the different features of one component contribute to the overall experience provides valuable insights.

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Latest Articles From Our Team

June 15, 2022 / Olivier Blanchard

MediaTek had a very good 2021. Now what?

I have been thinking even more than usual about chipmakers lately. Between ongoing global supply chain constraints, our growing reliance on microchips to power everything from our phones to our thermostats and our vehicles, and the likelihood that inflationary pressures will impact discretionary spending for the rest of this calendar year and possibly into the…

June 8, 2022 / Carolina Milanesi

Better Together Adds Value to Apple’s Portfolio

No, I did not get the events confused, this was Apple’s WWDC and not Google i/o, but the mantra we have been hearing from Google about its software and devices coming together to deliver a better experience to its users was actually delivered on the keynote stage by Apple. What is interesting to me is…

June 7, 2022 / Ben Bajarin

WWDC 2022: M2, Macbook Air, Mac Gaming, and What’s Old is New

M2 Debut: Next Generation of Apple Silicon With heavy anticipation, Apple’s next-generation silicon design for the Mac was unveiled. Unsurprisingly called the M2, new details were shared by Apple, which sets the stage for this year’s Apple Silicon platform to push the Mac forward. I always paid particular attention to the language used to put…

May 26, 2022 / Ben Bajarin

The Mainstreaming of Augmented Reality

There is little doubt that augmented reality, specifically computing products that blend the physical world with the digital world, is going to be the next frontier of computing. Most of the conversations we are having with the broader tech industry have circled around the core technologies themselves that will be required to bring augmented/mixed reality…

May 18, 2022 / Ben Bajarin

The Great Tech Wall of China

My fascination with the Chinese market started at the beginning of the smartphone era. The market itself, and the Chinese consumer, represent one of the largest economic opportunities for both companies local to China and global companies looking to provide goods and services to the Chinese people. One of the more interesting developments to watch…

May 2, 2022 / Olivier Blanchard

How Technology Fluent Consumers Drive Demand for EVs and Advanced Automotive Features

After focusing on the inflection point in purchase intent for hybrids and EVs among North American consumers, and EV adoption hurdles keeping the majority of young car buyers locked into gasoline-powered cars (for now), we turn our attention to the role that consumers’ relationship with technology plays on influencing their vehicle purchasing decisions. This topic…

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You don't want to miss @patrickwardle @coolestcatiknow @BenBajarin @mboylan share their reactions to #WWDC22 and #RSAC2022 and other top topics in Apple IT & Security at The Update presented by Kandji.

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I mentioned it briefly in my interview with @emilychangtv after the #WWDC22 keynote, the better together story was strong on stage and I explain more in today's article for @creativestrat

My post WWDC write-up, which unsurprisingly, focuses on the Mac.

WWDC 2022: M2, Macbook Air, Mac Gaming, and What’s Old is New

Continuing the series on our automotive consumer research, @OABlanchard looks at how technology fluency drives demand for advanced automotive features.

How Technology Fluent Consumers Drive Demand for EVs and Advanced Automotive Features -

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