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CX Strategy, Delivery & Insight Updates

Alongside our monthly TLF Gems newsletter, we publish three quarterly newsletters taking a deeper look at CX strategy, delivery, and insight.

Each newsletter provides a curated selection of essential facts, theory, and case studies, with our perspective on what each means for you and your organisation.

Each newsletter is sent quarterly, follow the links below to sign up and receive the next issue(s).

CX Strategy Update

Stay informed on customer experience strategy, emerging trends, leadership thinking, and practical guidance to help shape long-term CX success.

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CX Delivery Update

Discover best practice in CX delivery, implementation approaches, service improvement, and practical tools to turn strategy into action.

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CX Insight Update

Explore the latest developments in CX research and insight, methodology reviews, the impact of AI, data trends, and lessons learned to support better customer decisions.

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Customer research

We are TLF, a customer experience research company that has been designing tailored customer experience and market research programmes for over 20 years.

Downloads

The Essential Guide to CX Strategy and Implementation - Download

This is the first in our new “essentials” series of downloads. Inspired by our series of webinars, in this guide to CX Strategy and Implementation we’ll look at the fundamentals you need in order to gain clarity on your customer experience strategy, how it links to your wider b...

Training & Events

We’re specialists in understanding customers and we’re passionate about sharing our knowledge to help organisations deliver first class customer experiences. Our training and events can help you develop your knowledge and skills on a wide range of customer research and insight su...

Webinar

Research to Inform CX Strategy

Many organisations talk about being customer led, but in reality customer experience is often seen as a purely operational question. Customer surveys are used in closed loop reporting on specific transactions or events, but no one ever takes a step back to look at the broader pic...