The clocks have gone back, the leaves are falling and the nights are closing in - Autumn is well and truly here and we’re pleased to bring you the latest issue of Customer Insight Magazine. The year is starting to wind down and we naturally begin to look back on where we've come. Perhaps that explains the reflective nature of this issue's articles?

This issue's main feature is an in depth-interview with Esther Burke from Irish Life on keeping the focus on the customer and what they’ve learned since launching their “InTouch” programme in 2003. We look back on how they’ve maintained a consistent approach to measuring, improving and communicating the customer experience. We've followed Irish life for a long time and they continue to show just how powerful it is to be genuinely customer-led.

Also in this issue: we hear from leading customer service specialist Chris Daffy on customer loyalty, FAQs on how to secure stakeholder ‘buy-in’ for customer research, influencers and customer experience, the nation’s shopping habits and latest thinking on NPS. And much more.