Podcasts

TLF Gems is our monthly podcast, in which hosts Stephen and Greg from TLF Research (with occasional guests) talk through topics in customer experience and insight. You can listen online, or subscribe through most podcast apps.

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...

Podcast

Book Launch: Your Customer Survey

Greg interviews Stephen about his new book Your Customer Survey: Using Research To Build A Distinctive Customer Experien...

Podcast

Insight into Action

Greg and Stephen talk about turning research insight into action to improve the customer experience, based on Greg’s web...

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!

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