SOURCE: User Insight

User Insight

March 06, 2012 15:15 ET

User Insight Expands With New Practice Areas and Locations

User Experience Strategy and Consulting Firm Expands as Companies Increase Investment in Customer Experience

ATLANTA, GA--(Marketwire - Mar 6, 2012) - User Insight, a user experience strategy and consulting firm, marks its 10th anniversary with expansion in three practice areas: agency partnerships, social media intelligence and government innovation. The firm is now supported by two new locations: Washington, D.C. and Santa Monica, Calif.

  • Agency Partnerships - Based on the West Coast and headed by Christian Arens, this line of business partners with agencies to optimize their ideas with behavior-based customer research.
  • Social Media Intelligence - Represented by Elizabeth Hill, this new practice combines social media data analysis with comprehensive qualitative research findings, allowing for a more complete picture of customers' behaviors online and off.
  • Government Innovation and Strategy - Based in Washington, D.C. and directed by Nichole Ovens, the group extends User Insight's existing relationships with prominent government organizations such as the Centers for Disease Control and Prevention (CDC).

User Insight's expansion comes on the heels of Forrester's January 2012 report indicating that companies are investing more heavily in "customer experience" through appointing greater numbers of chief customer officers (CCOs) or equivalent titles. Customer experience, as defined by Forrester, is how customers perceive their interactions with companies. Consumers in the marketplace today have great power to share information online, so it's critical for companies to provide people with interactions and experiences that meet and exceed expectations in order to grow sales and brand credibility.

"After being in the business for over 10 years, it's exciting to see more companies investing in the creation of great customer experiences," said Kevin O'Connor, president of User Insight. "We're seeing industry growth in our client base as technology has changed the ways in which brands must engage with their customers. User Insight's expansion is driven by our clients' needs -- we're always talking to our clients and finding out what they're looking for and we are responding to their objective to create great experiences across their brands. As a result, our firm is experiencing a tremendous amount of growth in conjunction with the uptick we're seeing in the customer experience arena overall."

About User Insight
User Insight, a user experience strategy and consulting firm headquartered in Atlanta, Ga., has been recognized as one of the fastest-growing privately held companies in the United States by Inc. Magazine. User Insight gathers and analyzes the voice of the customer, providing behavioral-based data that empowers clients to develop customer-centric products, services, messages and brand experiences. Currently, User Insight has conducted research across the U.S. as well as in 15 countries for more than 300 clients spanning 25 industries. For more information, please visit

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