BC Chapter Events

MRIA BC Chapter: how market research can take back customer experience: SOLD OUT

MRIA BC Chapter: How Market Research Can Take Back Customer Experience


The first BC Chapter event of 2018 – a great speaker, topic, and deal!

Jay Zaltzman, Founder and President of Bureau West, a market research and marketing strategy firm based in Los Angeles, California will be making a special trip up to Vancouver just to present to and host a workshop with the BC Chapter - this is an event you don't want to miss!

Customer experience (or “CX”) has a great deal of similarity to what we’re already doing as market researchers. It involves looking at what customers experience at every touch point with a product or service, in order to inform marketing strategy. CX also looks at how different groups of customers might have different experiences and how to customize the ways in which we approach the different groups.    

The research to inform CX is frequently done by technology people, but they really could use our help. We can truly provide them with added value. When customer experience research is conducted from a technologist’s perspective, it can be incomplete. For example, customers might record positive ratings on all their calls with polite customer service reps, but still be unhappy with their overall customer experience.  Successful customer experience research should consider the steps customers take along their journeys from both objective and emotional perspectives.

Here’s what you will learn:

  • How to speak the language of customer experience (VOC and NPS, anyone?)
  • How CX research can open opportunities for new business and enable you to provide greater value to your clients
  • Specific approaches to CX research to add to your arsenal, including customer journey mapping and key touchpoint research

A breakfast buffet will be provided. Also, did we mention there would be bacon? No? Well...there will be BACON!

Vegetarian-friendly options will also be available.

Space is limited and this event will sell out, so get your ticket(s) asap.

Thank you to Majid Khoury for sponsoring this event and for his continued support of the BC Chapter!

Krista Brown

Chair, MRIA BC Chapter


Date: Friday, January 12, 2018

Location: Copper Chimney Restaurant, Mezzanine (top floor), 587 Hornby St., Vancouver

Doors open/breakfast starts/networking: 7:30am – 8:15am

Presentation and workshop: 8:15am – 10:00am

Cost: Members $25, Non-Members $40, Students $25


Registration: Through the MRIA portal