Breaking the Compromise: How Artificial Intelligence is Changing Customer Research Forever

Modified: July 2, 2019 at 8:33 am

By Joe Wheeler, President CX Workout

Imagine if in just one hour, I could hand you a rank-ordered list of your target customers:

1. Satisfaction with your product or service’s key attributes relative to your competitors’;

2. Any challenges they face in using your product or service; and,

3. Unmet needs they would still like to see addressed in future releases.

If I told you this kind of information – from a statistically significant sample – could be yours within the first 30 minutes – would you believe me?

Well, believe me, because it gets even better.

From here you can then go on to have an open-ended conversation in real time with literally hundreds of customers about why they feel the way they do and what they would like you to consider doing about it.

Welcome to the world of artificial intelligence meets consumer research.

We’ve all lived through them—one-way mirrors, a focus group moderator who probably should have read the client brief a couple of more times, and perhaps eight to ten weary-looking participants who pause before answering questions, at least until one courageous soul speaks up and says their piece, at which point the gates of consumer frustration burst open like a tidal wave. Behold—the traditional Customer Focus Group.

Luckily there is an alternative. We recently launched CX Workout’s Online Focus Group technology, a powerful system that allows us to design and moderate online focus groups that can provide quantitative insights using qualitative methods.

How? Through the science of machine learning, the software applies algorithms that facilitate the ranking of normal conversational verbatim comments using a binary comparison, only in real time involving literally hundreds or even thousands of participants.

Want to see it in action? Click this link to view a demonstration of how CX Workout was able to isolate the views of a diverse group of people regarding the progress made by smart cities around the world:

After all, seeing is believing.


Want to learn more? Visit us at or sign up for one of our upcoming webinars.

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