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!
CUSTOMER INSIGHTWINTER 2021 / 22
In this issue we have an interview with Andy Wallhead, who took over as Chief Executive of the social landlord WDH shortly before the pandemic. We really enjoyed talking to Andy, who is one of the few people we’ve met in a leadership role who really gets the idea that, to quote Seth Godin, “there’s no such thing as an unreasonable customer”.
We’re still on the lookout for solid guidance about what 2022 is going to look like from a customer experience point of view, and Tue Søttrup of Dixa outlines 5 customer service trends for the year. We also hear from Jeff Kennelly from Vendigital, who summarises some of their research that stresses the importance of building relationships with customers (something which is never going to go out of fashion).
Also in this issue, we've got articles about the leap towards digital and self-service approaches, behavioural science, a review of a fascinating new book about ownership, the difference between research findings and insight and much more.
WDH: Much More Than Bricks and Mortar
Insight Means Cause and Effect
ContactEngine: Think Smarter not Harder
Book Review: Mine!
Are the Customers Now the Workers?
Pursuing Growth in a Post-Covid Era
5 Customer Service Trends that will Matter in 2022
How to Walk the Customer Experience Tightrope
Customer 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 PDF
Customer 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 PDF
Customer Insight Magazine Spring 2021
It seems like spring is finally here and there is lots to look forward to! We're really pleased to bring you the latest issue of Customer Insight Magazine, it is another packed issue and we hope you enjoy reading it as much as we've enjoyed creating it.Download PDF
Customer Insight Magazine Autumn 2020
This issue features an in-depth piece from Professor Mark Smith of ContactEngine, who believes that his organisation has found the niche where conversational AI can both improve customer experience and make organisations more efficient.Download PDF
Read 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!
Starling Bank: Something that you Feel
Service with Respect
Segmentation: What's the Point?
Now, Next, and Later: Customer Relationships at Interserve
Book Review: Ruined by Design
Adapting to Demand: The Top Three Supply Chain Priorities for 2022
Index of Consumer Sentiment: Two Rollercoaster Years
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.