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Created and published in house, Customer Insight magazine 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 INSIGHTMagazine
The latest issue of Customer Insight covers a range of topics in Customer Experience and Research. From keeping the focus on customers through rapid growth and acquisition in the IT Sector, to customer segmentation and the concept of 'situationships', awe in customer relationships, sustainability and more.
Latest Articles
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Navigating Growth in the IT Services Industry
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A Better Way to Segment
Is Your Brand About Customer Awe or Customer Yawn?
Book Review: The Illusion of Choice
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The Next Frontier in Omnichannel Contact Centre Operations: The Back Office
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Sustainability: Today’s Hot Topic and Tomorrow’s Problem
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Inflation Saps UK Consumer Confidence
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The Devil's In The Detail
Customer Insight Magazine Volume 15
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 Volume 14
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 Volume 12
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 Volume 13
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 Volume 11
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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Customer Insight Magazine Volume 10
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?
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Customer Insight Magazine Volume 9
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.
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Customer Insight Magazine Volume 8
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.
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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.