Podcasts
Podcast
ChatGPT, AI & The Customer Experience
Greg and Stephen, with a little help from ChatGPT, discuss the impact of AI on the customer experience. What are the pot...
Podcast
Measuring Customer Satisfaction in the IT Services Sector
Stephen and Greg talk about Greg’s recent webinar, the first of a series, on customer satisfaction in the IT Services se...
Podcast
The Customer Experience Landscape 2023
Greg talks to Stephen about his annual webinar on the Customer Experience Landscape. There’s lots of uncertainty on the ...
Podcast
The Interview - Irina Poddubnaia
In this episode we feature an interview between Stephen and Irina Poddubnaia of Trackmage. Stephen and Irina talk about ...
Podcast
The Interview - Albert Evans, Part 2
In the second part of his interview with Albert Evans of ContactEngine, Stephen asked Albert for some more detail on how...
Podcast
Understanding Customer Loyalty
Greg and Stephen discuss customer loyalty, based on Stephen’s recent webinar. Customer loyalty is much misunderstood (i...
Podcast
How NPS is Used
Can you believe Net Promoter Score is 18 years old? Love it or hate it, you can’t deny that NPS has been the most succe...
Podcast
Using the Voice of the Customer to Change Your Organisations' Culture
Stephen quizzes Greg about his recent webinar “Using the Voice of the Customer to Change Your Organisations’ Culture“. ...
Podcast
The Index of Consumer Sentiment
We now have over three years’ worth of data about consumer sentiment in the UK from our Index of Consumer Sentiment. In...
Podcast
The Customer Experience Landscape 2022
Greg talks to Stephen about his annual webinar on the Customer Experience Landscape, and the five themes he identified f...
Podcast
The Disabled Customer Experience
Last year we teamed up with Purple Tuesday to survey disabled customers on our panel in order to better understand their...
Podcast
The Interview - Albert Evans
In this episode Stephen spoke to Albert Evans of ContactEngine to chat about the role of behavioural science in customer...
Podcast
What is procurement good for?
Like most suppliers, we’ve had some bruising experiences with procurement and tender exercises. Is it all bad, or does p...
Podcast
Trends in Customer Attitudes & Behaviour
What do we know about what’s changing in the way customers think, feel, and behave? The pandemic seems to have accelerat...
Podcast
The Interview – Cat Lewis
We were really pleased to catch up with Cat Lewis, Head of Internal Comms & Employee Engagement at Reward Gateway, to fi...
Podcast
Online Customer Journey Mapping Course
At the beginning of 2021 we launched a new online course taking participants step by step through the always-popular top...
Podcast
How Satisfaction Pays
The foundation of a loyalty strategy is that customer satisfaction pays, in the long term, but can we prove it? In this ...
Podcast
TLF Research Client Survey
It’d be pretty hypocritical if we didn’t survey our own clients, wouldn’t it? Greg and Stephen discuss the timing of our...
Podcast
Mitie’s NPS Success Story
Based on the Spring 2021 Customer Insight Magazine feature article, Greg and Stephen talk about the lessons we can all d...
Podcast
Measuring Trust
What is trust, can you measure it, and do you need to in order to understand your customer relationships properly? In th...
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!