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Xero wanted to better understand:
Insights Exchange curated a global team of specialists in seven markets: Australia, New Zealand, UK, USA, Canada, Hong Kong and Singapore. We managed a multi-method deep dive using global online research communities, in-depth interviews, customer and prospect surveys, and customer journey maps.
Key findings included:
Insights Exchange delivered Xero a comprehensive suite of tools to suit their appetite for data, including a detailed report, charts and analysis, discussion transcripts, screen recordings, journey maps, and short video for each market showing current behavior, attitudes to payments, and the Xero user experience.
Armed with fresh insights, we gave Xero a clear direction on how to position their billing product features, fix pain points, where to target communication, and which product features to roll out next.