Reports

The latest research, reports and whitepapers published by the team at PK. Obtain valuable insights on experience engineering to optimize your organization today.

Forrester names PK a leader in loyalty services

Fill in the form to receive The Forrester Wave™: Loyalty Service Providers, Q3 2021 report. As brands look to combat an epidemic of customer switching, loyalty spending is booming.... Read more

Media Digital Experience Index 2020-2021

Building media digital experiences beyond the streaming platform The media digital experience has been upended. Consumers are streaming more and longer, forcing a shift in how media and entertainment... Read more

Account-based marketing ROI research report

Does account-based marketing live up to the hype? Let ROI be the determining factor. There has been an overwhelming amount of hype around Account-Based Marketing (ABM) in the B2B... Read more

Hospital Digital Experience Index 2018-2019

The Hospital Digital Experience (HDX) Index is a method for baselining the digital patient experience on hospital websites. It combines publicly observable use data and expert testing to spotlight... Read more

Utility Digital Experience Index

The Utility Digital Experience Index assesses top utility websites. The Utility Digital Experience Index (UDX) provides an objective and informed view of best practices, emerging solutions, and performance of... Read more

Design thinking and customer experience

There has been a great deal written about “design thinking” in the past few years. Much focus has been placed on its value in helping define business strategy, with... Read more

Let’s get phygital: Customer experience (CX) in an omnichannel universe

Ten ways to connect with customers in an omnichannel universe Customers aren’t connecting with businesses the way they did even a year or two ago. It’s difficult to overstate... Read more

The new customer experience (CX) toolbox

6 research toolsets for building a better customer connection Delivering a “good” customer experience (CX) that is beneficial to both the customer and the company behind the brand may... Read more

B2B customer experience (CX)

Understanding the commercial customer’s experience The B2B customer experience movement is in full bloom. Companies have awoken to the simple truth that the core driver of consumer behavior isn’t... Read more