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B2B Key Account Interviews - Our Approach
Key account interviews provide direct access to senior decision makers, uncovering insight that surveys and dashboards a...
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The CX Strategy Canvas
Our CX Strategy canvas is a high level tool designed for you to capture and discuss the essentials that go into building...
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Construction Customer Research - Who to Interview - Download
In this guide we’re looking at customer research in the construction sector and its supply chain, and specifically how y...
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More Tenant Data Please! - Housing Download
Good tenant data isn't just about compliance - it's essential for delivering fair access to services identifying tenants...
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CX Tools and Templates
Our CX tools and templates have been created to help with some of the biggest challenges we know organisations face when...
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Customer Persona Research Template
Customer Personas created without a grounding in research will always be flawed - there will always be perceptions and a...
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The Index of Consumer Sentiment Quarter 4 2025
The overall Index of Consumer Sentiment has increased to 71.1, the first rise in 2025. This report draws out the most ...
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Customer Journey Mapping Template
This template helps you think about customer goals and map out a range of stages within the customer journey. From the c...
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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...
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How To Guides
Our 'How To...' guides cover a range of customer research subjects and aim to give you a practical guide to using tools ...
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Early Release - The Index of Consumer Sentiment Q3 2025
This is an early release of the data for the Q3 2025 UK Index of Consumer Sentiment, from TLF Research. The overall In...
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The Index of Consumer Sentiment Quarter 2 2025
The overall Index of Consumer Sentiment has fallen 4.1 points to 70.4, in what now seems to be a significant turn away f...
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Action Plan Template
To improve customer satisfaction you need to improve the customer experience, and that means doing something differently...
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User Story Template
Customer Personas created without a grounding in research will always be flawed - there will always be perceptions and a...
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The Index of Consumer Sentiment Quarter 1 2025
The latest report draws out the most interesting findings from the Quarter 1 2025 data. The overall Index of Consumer ...
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Doom Loop Template
A Doom Loop refers to the frustrating cycle of interactions (that can sometimes feel endless) when attempting to resolve...
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The Index of Consumer Sentiment Quarter 4 2024
Our latest Index of Consumer Sentiment Report covers the last quarter of 2024. The results for the end of 2024 shows se...
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How To Calculate a Customer Satisfaction Index CSI
In this guide we’re going to look at what a Customer Satisfaction Index is, explain in detail how to calculate your own,...
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Earned Growth Rate
Earned Growth Rate was introduced by Fred Reichheld as a way to account for the value of customer retention. It’s a simp...
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Customer Persona Template
Personas are portraits of fictional customers, and their purpose is to help you design experiences that work more reliab...
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!