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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
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CUSTOMER INSIGHTSpring 2023
In this issue we delve into the complex world of customer relationships in various sectors and more. This issue features a range of articles on how to better understand and engage with customers, from the construction industry to energy suppliers and social landlords.
Latest Articles
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Building A Better Picture of Customers
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From Customer Service to Empathetic Impact
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Tenant Involvement
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Do Customers Know Too Much About NPS?
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The Devil's In The Detail
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Putting the Pieces Back Together
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Book Review: Winning on Purpose
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Closing the Expectation Gap
Customer Insight Magazine Spring 2023
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.
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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.
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Customer 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.
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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.
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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!
Popular Articles
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Creating Your CX Strategy
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Starling Bank: Something that you Feel
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Insight Means Cause and Effect
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Segmentation: What's the Point?
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ContactEngine: Think Smarter not Harder
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How to Walk the Customer Experience Tightrope
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WDH: Much More Than Bricks and Mortar
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Why Producing a Problem is Better Than Causing One
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Are the Customers Now the Workers?
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Pursuing Growth in a Post-Covid Era
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Understanding Algorithms
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Customer Loyalty
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.