With all the changes both in the research industry and the economy in the past few years, many client-side researchers have been forced to adapt to the new reality - that we are in a tug-of-war between the research providers and the businesses we work for.
CSR’s have been forced to make difficult decisions as to how to provide the greatest value towards the business often with little or no budget. In addition, many are now being called upon to help solve business issues above and beyond the classical definition of what a CSR provides. Despite these difficult situations, often these major changes have also allowed CSR’s to provide extraordinary value to our organizations once we begin thinking outside the box of traditional survey research.
This session will discuss several “confessions” or discoveries that this “newbie” client-side researcher has discovered while navigating through the minefield of research analysis and business requirements. These confessions will be demonstrated using a case study at Ceridian that has merged traditional and “net-gain” style methodologies.
Customer Intelligence Analyst, Ceridian HCM
Arthur Poon is a data intelligence professional with extensive experience in B2B customer loyalty research and risk analytics. At Ceridian, Arthur oversees the overall customer satisfaction processes as well as numerous other research processes that gauge risk analytics and customer satisfaction. He champions the change in the customer side researcher (CSR) role in the industry from a more passive research role to an integrated role within the business. Prior to Ceridian, Arthur has worked at a research field house as well as in social media research, where he helped develop one of the first analytical reviews of a social media conversation index.
Arthur received his Bachelor of Arts in Anthropology from the University of Waterloo and graduated from the Research Analyst Post-Graduate program at Georgian College.