Customer Insight magazine is our quarterly magazine - Created and published in house it is a home for longer features, case studies, and latest thinking on customer experience and insight. All designed to inform, stimulate, and sometimes to provoke. We hope you enjoy reading it as much as we do creating it!
Latest Issue
CUSTOMER INSIGHTAutumn 2022
In this issue we’ve got a great mix of articles, covering everything from high-level strategy and the complexity of how customer loyalty works through to the detail of how the words you use can affect the customer experience and the importance of managing digital transformation well in customer communications and the customer experience, and more.
We’ve also taken the time to reflect on the performance of the UK Index of Consumer Sentiment. Measures such as this only reveal their value slowly, over time, and after four years we’ve really learned to trust the Index of Consumer Sentiment.
Latest Articles
Falling UK Sentiment Predicts Spending Downturn
Creating Your CX Strategy
Why Producing a Problem is Better Than Causing One
Closing the Expectation Gap
A CX Research Reading List
Customer Loyalty
Transforming Customer Communications
How to Walk the Customer Experience Tightrope
Customer Insight Magazine Autumn 2022
In this issue we’ve got a great mix of articles, covering everything from high-level strategy and the complexity of how customer loyalty works through to the detail of how the words you use can affect the customer experience and the importance of managing digital transformation well in customer communications and the customer experience, and more.
Download PDFCustomer Insight Magazine Winter 2022
In this issue we have an interview with Andy Wallhead, Chief Executive of the social landlord WDH. Tue Søttrup of Dixa outlines 5 customer service trends for the year. Also in this issue, we've got articles about from Vendigital, digital and self-service approaches, behavioural science, the difference between research findings and insight and much more.
Download PDFCustomer Insight Magazine Autumn 2021
It should go without saying that when we talk about the importance of meeting customer needs, we mean all customers. In this issue we explore our research with Purple Tuesday, and why there’s not just a strong moral and legal argument to focus on the experiences of disabled customers, but a commercial one.
Download PDFCustomer Insight Magazine Summer 2021
In this issue we explore how organisations are starting to think seriously about what the near future is going to look like. Where will we be working? How will we recruit and train the right people? How will we interact with customers?
Download PDFRead more in the cx insights hub
There's even more articles to read from our Customer Insight magazine issues in our CX Insights Hub. All designed to inform, stimulate debate and sometimes to provoke, so get searching!
Popular Articles
Starling Bank: Something that you Feel
Insight Means Cause and Effect
Segmentation: What's the Point?
Adapting to Demand: The Top Three Supply Chain Priorities for 2022
ContactEngine: Think Smarter not Harder
How to Walk the Customer Experience Tightrope
WDH: Much More Than Bricks and Mortar
Are the Customers Now the Workers?
Pursuing Growth in a Post-Covid Era
Understanding Algorithms
Natterbox: How Contact Agents can Respond to Current Challenges
Doing What Really Matters
TLF Gems Podcast
A monthly podcast from TLF Research on customer experience and insight. Each episode Stephen and Greg from TLF team talk about a different topic related to Customer Experience research and insight.