We're

Specialists

in customer

experience

Since 1996 we’ve been helping organisations understand and improve their relationships with customers. We can help optimise every aspect of your CX strategy, from big-picture strategic decisions to the details of your insight programme, and we can help you communicate it to colleagues and customers in the most compelling way.

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CX Consultancy

We can help optimise every aspect of your CX strategy, from big-picture strategic decisions to the details of your insight programme, and we can help you communicate it to colleagues and customers in the most compelling way.

Consultancy Services

CX Strategy & Propositions

Being clear on what and why. You’re committed to building long term success through sustainable relationships with the right customers. We can help you find them, understand them, and develop a strategy and proposition to attract and retain them.

CX Insight & Programme Design

Understanding & acting on customer voice. To keep improving the customer experience you need to build a system that provides clear data and information for your insight to action loops. We can help you build and optimise that system, getting the right insight to the right people.

CX Transformation & Communications

Turning CX ambition into organisational change. Knowing where you stand and where you want to get to is one thing, but actually putting the pieces together is another. We can help build the plan, the skills, and the cultural buy-in that you need to drive through lasting change.

CX Strategy, Delivery & Insight Updates

Our three quarterly newsletters taking a deeper look at CX strategy, delivery, and insight. Each newsletter provides a curated selection of essential facts, theory, and case studies, with our perspective on what each means for you and your organisation.

Customer Research

We work with customer-focused organisations of all shapes and sizes, B2C and B2B. Our focus is on providing first class and actionable customer insight, enabling them to drive change from their customer research programmes.

Research Services

Explore & Understand

Good customer research means looking at the experience the way the customers see it. Understanding their thoughts and feelings will help you make improvements.

Measure & Track

Strategic surveys will offer you a consistent set of results to track and monitor the health of your relationship with all your customers. We will help you understand how customer satisfaction and attitudes lead to loyalty behaviors such as retention, related sales and referrals.

Plan & Act

We can help you structure workshops and service design sessions so that you and your colleagues can clarify what you’re trying to achieve, link customer insight to your internal processes, and develop clear and specific action plans to improve.

Storytelling & Culture Change

It’s important to communicate to your research story to show how important the survey is to you and what you’re doing to improve. We’ve seen that customer communication can make a big difference to response rates (demonstrating that you listen) and improved perceptions.

Our work

Satisfaction Index

Net Promoter Score

Completed Web Surveys

Phone Interviews

See how we work

In-house Training & Online Courses

We offer tailored in-house training and online courses to meet the needs of your organisation. We can also combine a mix of online course materials, virtual workshops and face to face sessions at your office. All designed to inspire your team to deliver an excellent customer experience.

In-House Training & Workshops

If you're looking to build skills, or start a conversation about CX, our in-house training is a great place to start.

Online Customer Research Courses

Are you looking to develop your teams' customer research and insight skills? Our online courses could be ideal.

Latest from The CX Insights Hub

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Downloads

The Essential Guide to The Lens of the Customer - Download

To understand what matters most to customers, you first have to see the world through their lens - not your own. Qualitative insight is the tool that makes that possible. This guide is for anyone who wants to understand customers more deeply: what drives their decisions, what sh...

Customer Experience & Insight Webinars

Over the last 5 years we’ve delivered hundreds of free to attend webinars to thousands of delegates. The webinars cover a wide range of customer experience and research related subjects, . Our on-demand webinars are the recordings from some of the most popular subjects.

Downloads

CX Tools and Templates

Our CX tools and templates have been created to help with some of the biggest challenges we know organisations face when it comes to using customer insight to drive improvements for customers. From Customer Journey Mapping, User Stories and Personas, to CX Strategy and Action Pl...

Webinar

Limited Budget - Maximum Insight

Research budgets are tightening, but the pressure to deliver meaningful and impactful insight isn't going anywhere. On this webinar we'll walk you through practical techniques for maximising your research outputs on a limited budget. From boosting response rates, asking the quest...

TLF GEMS NEWSLETTER

Our monthly newsletter shares our favourite Customer Experience, Insight and Service Design highlights, from us at TLF Research.

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Popular Webinars

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Webinar

The Customer Experience Landscape 2026 - CX Trends Webinar

Every year we update you with the latest trends in Customer Experience and Insight. What is everybody talking about? What should you be doing about it? We look at the hype, share some facts and figures you can use, and give our take on priorities for 2026. In this year's update...

Webinar

Proving the ROI of CX

Demonstrating the value of CX is essential for winning support and investment. This session explores practical ways to link experience to financial outcomes, from building evidence and choosing the right metrics to telling a persuasive story. Learn how to show stakeholders what C...

Webinar

Research to Inform CX Strategy

Many organisations talk about being customer led, but in reality customer experience is often seen as a purely operational question. Customer surveys are used in closed loop reporting on specific transactions or events, but no one ever takes a step back to look at the broader pic...

Webinar

Finding & Fixing Broken Journeys

Customer journeys often fail in hidden places. This session shows you how to identify root causes, join up data sources and prioritise improvements. We’ll share practical techniques, real examples and simple tools to diagnose friction points and redesign journeys that work better...

Customer research & measurement

We’ve been designing bespoke research programmes for over 20 years, and have a proven track record of improving clients’ customer experience, satisfaction, and loyalty. We work with customer-focused organisations of all shapes and sizes, B2C and B2B. Our focus is on providing first class and actionable customer insight, enabling them to drive change from their customer research programmes.

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CX Audit & Blueprint

Do you need an outside eye on how your CX or VoC programme is working? Whether you’re building one from scratch or, more likely, reviewing your existing programme, it’s often helpful to have access to specialist help and advice. We can help you make sure you keep what works, streamline wasted cost and effort, and design a programme that will deliver results for customers and your business.

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Send us a brief

We'd love to discuss your customer experience with you. We can help optimise every aspect of your CX strategy, from big-picture strategic decisions to the details of your insight programme.

Get in touch