Customer Experience and Insight Research Group
The Customer Experience and Insight (CXI) Research Group exists to advance the art and science of experience by combining diverse academic expertise with deep industry engagement.
Part of the Swinburne Business School, the CXI Research Group was established in 2018 and has an experienced team of research consultants and a network of associates at leading European and American universities. This gives us the expertise and global perspective to conduct world-class academic and industry research, advancing the knowledge and practice of experience now and into the future.
Our mission
The CXI Research Group is dedicated to advancing knowledge and practice in business-to-business and business-to-customer relationships through the study of customer experience.
We work collaboratively with organisations to create and deliver customer value, and ultimately compete on customer experience. We achieve this through employing a range of qualitative and quantitative research methodologies and frameworks that generate powerful insights.
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“Never have expectations of brands been higher. When we enter a physical store, we expect magic, experience, and immersion. We work with organisations and brands to generate powerful insights that inform optimal customer experiences, innovations and actionable strategies.”
Sean Sands , CXI Director and Professor of Marketing
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Our people
Meet the team at the Customer Experience and Insight Research Group comprises specialists in the fields of consumer psychology and behaviour, retailing, services, marketing, and management.
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Our research
CXI is a full-service research group that conducts leading-edge research which centres on customer experience to build customer-led strategy and innovation. You can engage CXI for trends, research, and insight on consumers, categories, industries and markets.
Explore our short courses
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Brand Driven Growth 4 Day Masterclass
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Strategic Transformation in Retailing
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Strategic Planning and Management in Retailing
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Competing on Customer Experience
Group news
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- Business
What is the future of shopping centres?
Marketing and consumer behaviour expert Dr Jason Pallant explores the future of shopping centres in a post-pandemic and experience-driven economy.
Monday 13 July 2020 -
- Business
Don’t blame COVID-19: Target’s decline is part of a deeper trend
Retail and marketing expert, Dr Jason Pallant suggests that Target's decline in sales is not entirely due to the impacts of COVID-19Monday 25 May 2020 -
- Business
Former Myer CEO guides future of retail experience
Australian retail legend Bernie Brookes AM has joined Swinburne.Tuesday 17 April 2018
Find more news articles about the Customer Experience and Insight Research Group.
Connect with us
Ensure you are always in the know and stay up to date with our latest news, upcoming events and seminars.
Did you know?
You can find out more about the Customer Experience and Insight Research Group on LinkedIn.
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Want to contact the CXI Research Group?
There are many ways to engage with us. Whether you’re a student, from the media or an organisation interested in our professional development and training programs or consulting services, contact us via cxi@swinburne.edu.au.