Our research
We work with organisations to generate powerful insights that aid in the development of optimal customer experiences, inform innovation, and lead to actionable strategies.
Our projects
The Customer Experience and Insight (CXI) Research Group 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. Find out about our current research projects at CXI.
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Balancing experience and convenience in retail
This project is focused on producing science-based insights for industry practitioners on some of the biggest challenges facing the retail sector today.
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Experiential tourism and consumer cultures
The Customer Experience and Insight (CXI) Research Group is investigating the relationship between consumer cultures and experiential tourism.

The Customer Service Experience: Aligning Channels with Evolving Consumer Expectations, Preferences & Behaviour

Inspiration Review: The Art and Science of Experience

Conversational experiences: The next CX

Driving product design: The firm-customer relationship in mass customisation

Defining experience: Beyond experiential

Privacy in practice: Leveraging big data post-GDPR

Co-working spaces: From operational advantage to collaborative networks

Understanding customers: Creating customer personas through segmentation

Orchestrating experience - A holistic look at the customer journey
Similarity over difference: How congruency in customer characteristics drives service experiences
July Nguyen, Carla Ferraro and Sean Sands
Listen up: how to design soundscapes for a better customer experience
July Nguyen
Brown is the new green
Lois Shedd
What’s old is new again: the nostalgia trend goes way, way back
Lois Shedd
Making CX magic: how creating magical moments and avoiding magical thinking can help you deliver excellent customer experiences
Lois Shedd
More publications
Browse other CXI Research Group's publications written by the CXI team.
Explore more of our 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.
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.