Hometraining eventscustomer experience insight webinars

Customer Experience & Insight webinars

Over the years we’ve delivered hundreds of free to attend webinars to thousands of delegates. Register now for our upcoming live webinars or watch our on-demand webinars straightaway.

Our range of 30 minute webinars are designed to give you an introduction to key customer experience and insight subjects.

Below you'll find our upcoming live webinars and a wide range of on-demand webinars - grouped together in themes. Scroll down to browse our collection, or if you're looking for a specific subject you can search in the CX Insights Hub.

Upcoming Live Webinars

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On-Demand Webinars

Latest Webinars

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Proving the ROI of CX

Demonstrating the value of CX is essential for winning support and investment. This session explores practical ways to link experience to financial outcomes, from building evidence and choosing the right metrics to telling a persuasive story. Learn how to show stakeholders what C...

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Finding & Fixing Broken Journeys

Customer journeys often fail in hidden places. This session shows you how to identify root causes, join up data sources and prioritise improvements. We’ll share practical techniques, real examples and simple tools to diagnose friction points and redesign journeys that work better...

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Clearer Charts, Better Decisions

Great decisions depend on clear communication. This webinar explores the most common data-visualisation problems and how to solve them, with practical examples you can apply immediately. You’ll learn how to simplify charts, highlight what matters and build visuals that help colle...

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Doing More With Your Survey Comments

Learn practical ways to turn open-text feedback into clearer insight and better decisions. We’ll cover coding techniques, approaches to analysis, avoiding common pitfalls, and turning qualitative comments into compelling stories your stakeholders can act on. Ideal for teams wanti...

Popular Webinars

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User Stories And Customer Journey Mapping

This is one of our most popular training subjects and helps you understand how things look from your customers’ point of view. Mapping all the touch points of a specific customer journey is a must for designing positive experiences. We can’t give you an in-depth guide to custome...

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Measuring Trust

Trust is a driver of loyalty but do we always know the best way of quantifying how much customers trust us? Stephen Hampshire gives an overview of this complex topic. He'll start by giving you an introduction to the theory and practice of understanding Trust and then will look a...

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Finding & Telling Your Customer Insight Story

Do you struggle to find the key pieces of customer insight from your research? We’ve all been there with really detailed presentations that provide a wealth of useful information, but the key takeaways can be lost. In this webinar we talk through techniques for finding the insigh...

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How To Interpret Data And What To Do With It

You’ve run a customer survey, or perhaps you’ve been running one for years, and you have lots of data about customer needs, expectations, and attitudes. What now? Using research data well is not simply a matter of running off some mean scores and percentages, and it’s not somethi...

The Essentials Series

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Essentials: CX Strategy & Implementation

What are the essential elements of an effective CX Strategy, and how do you go about putting them into practice? This webinar explores how to align your CX vision with organisational goals, build cross-functional buy-in, and implement initiatives that deliver measurable value. ...

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Essentials: The Lens of the Customer

Shift your perspective to see through the eyes of your customers. This webinar dives into techniques for understanding customers better, mapping customer journeys, identifying pain points, and uncovering unmet needs. Learn how to gather qualitative insights that empower your or...

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Essentials: Customer Satisfaction Measurement

Understand how to measure what matters to your customers. This webinar provides a comprehensive overview of customer satisfaction measurement, including how to select the right things to measure, design effective programmes, and interpret results to inform decision-making. Buil...

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Essentials: Survey & Questionnaire Design

Master the art and science of survey creation. This webinar reviews best practice for writing clear, unbiased questions, structuring a logical flow, and boosting response rates. Explore how to ground your survey design in research and business objectives, ensuring you capture a...

The 5 Ways To... Series

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5 Ways to... Get More From The Data You Already Have

Join us as we share practical approaches to maximise the value of your existing data. Too many organisations have vast amounts of data that is going unused; we'd like to help you get the most from yours (whether that's survey data or other data that you hold about customers). Th...

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5 Ways to... Level Up Your Customer Insight

In this webinar we'll explore five strategies to enhance your understanding of customers. It's not necessarily about using the latest technologies (although that can help), but about getting the right insight in the right place to enable decisions and drive change. On the webina...

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5 Ways to... Make More Impact With Your Charts & Reporting

Elevate your data visualization and reporting skills with this webinar. Gain insights into five powerful ways to create impactful charts and reports that effectively convey information, engage stakeholders, and drive decision-making within your organization. - Question, data, ...

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5 Ways to... Prove the Value of Customer Satisfaction

Learn proven techniques to quantify and demonstrate the impact of customer satisfaction on your business. This webinar will guide you through five strategies to showcase the tangible value that customer satisfaction brings to your organisation. Including: - The cost of dissati...

B2B Customer Research

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B2B Customer Journey Mapping

Journey mapping is an important task to undertake for both B2C and B2B customers, but the outputs for these 2 groups will look significantly different. We’re focusing on B2B customer journey mapping in this webinar and how to ensure all the relevant insight is captured.

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B2B: Issue Resolution And Managing Relationships

Things go wrong from time to time. We all know that, and customers expect their suppliers to make mistakes. It’s the way in which issues are resolved that makes the difference between a negative experience and a positive outcome. Issue resolution is a key part of effective relat...

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B2B: Onboarding, Acquisition and Exiting Customer Surveys

Does your insight cover the full customer experience, or just part of it? On this webinar, Greg Roche explains how using customer surveys at key touchpoints can improve your understanding of what customer really think of your business. He'll discuss how B2B onboarding surveys...

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Identifying B2B Customers' Needs With Exploratory Research

B2B customer research can be more than just an opportunity to understand how satisfied your customers are currently – It can also be an opportunity to understand what your customers need beyond your existing products and services. Exploratory research with a B2B audience can off...

Strategy

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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...

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The Business Case For Customer Insight

We believe customer insight is an essential part of building a world class customer experience, but we know that selling the concept of customer insight research to internal stakeholders can sometimes be a challenge. With different departments pushing for resource and budget, how...

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5 Ways to... Prove the Value of Customer Satisfaction

Learn proven techniques to quantify and demonstrate the impact of customer satisfaction on your business. This webinar will guide you through five strategies to showcase the tangible value that customer satisfaction brings to your organisation. Including: - The cost of dissati...

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Top Ten Things That World Class Organisations Do

Our Top Ten list is a must have checklist for any company. Can you say hand on heart that you do all ten things..? probably not, but it's a good goal to chase. Greg Roche talks you through each point in a bit more detail.

Analysis

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5 Ways to... Get More From The Data You Already Have

Join us as we share practical approaches to maximise the value of your existing data. Too many organisations have vast amounts of data that is going unused; we'd like to help you get the most from yours (whether that's survey data or other data that you hold about customers). Th...

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Beyond Soundbites - Gathering, Using and Understanding Customer Comments

No customer satisfaction survey would be complete without the inclusion of open ended questions.  It can be tempting to probe every question to gain further understanding, but is this really the best way to go? We will take you through some ideas and examples of best ways when a...

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Driver Analysis

Key driver analysis is the tool which lets you measure which aspect of the customer experience to prioritise, but many organisations are using statistical techniques which are not really fit for purpose. In this webinar we discuss the weaknesses of commonly used techniques, and s...

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Understand Statistical Significance And Confidence Intervals

Statistical significance can seem like a complicated and arcane world, but it’s vital to understand the basics if you want to make decisions with data. We’ll cover what you can and can’t do with survey data, why confidence intervals may make more sense than significance testing, ...

Programme Design

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Setting Up a Customer Experience Research Programme - Where to Start?

You know you need customer research, but you may not be sure if you’ve got everything you in need in place to make a start with it. In this webinar we’ll talk you step by step through the information, data, and decisions you need before you start your customer experience program...

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The Customer Research Journey: Guide To A Successful Programme

In this webinar we'll outline the key stages of an effective customer research programme: Understand and Explore, Measure & Track, Plan & Act and Culture Change & Storytelling. From gaining a deep understanding of your customers with qualitative research and developing a robust ...

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Relationship And Event Driven Research

Relationship and event driven surveys are both vital tools in customer research. Organisations often make the mistake of committing to one or the other, or attempt the bad compromise of doing both in a single survey. A well designed research programme, including a mix of both su...

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Does Your Research Provide Value For Money?

How do you measure ROI on your customer research programme? How do you secure customer research budget?  And how do you ensure the actions that come out of your customer survey actually happen?  Greg will share his experiences of how world class organisations meet these challeng...

Qualitative Research

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User Stories And Customer Journey Mapping

This is one of our most popular training subjects and helps you understand how things look from your customers’ point of view. Mapping all the touch points of a specific customer journey is a must for designing positive experiences. We can’t give you an in-depth guide to custome...

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Semiotics And Cx

Semiotics is a research technique that helps you to make sense of the way meaning is created. The science of communicating meaning through signs and symbols it has long been adopted in advertising, branding and other communications. We believe that taking a semiotic view of the ...

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Using Online Communities For Qualitative Research

Online customer research offers you a flexible approach to connect with your customers and online communities offer an engaging platform to undertake a range of qualitative research. Online communities can sometimes be more cost effective than focus groups and allow for a much d...

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Guide to Exploratory Research: How to See Through the 'Lens of the Customer'

Exploratory research is the foundation of a good customer research programme. It will help you understand how things look from your customers' point of view and see through the 'lens of the customer'. In this webinar we outline the different types of exploratory research, the ran...

Quantitative Research

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5 Ways to... Level Up Your Customer Insight

In this webinar we'll explore five strategies to enhance your understanding of customers. It's not necessarily about using the latest technologies (although that can help), but about getting the right insight in the right place to enable decisions and drive change. On the webina...

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Online Surveys: A Guide To Success

Are you making the most of your online surveys? They are an effective way to gather feedback and can help you reach large numbers of customers, but they need to be carefully considered. Delivery method, customer journey, survey questions, timescales, analysis, internal and extern...

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The Perfect Customer Experience

Do your people understand how their decisions and behaviours impact the customer experience? Often we focus on getting the individual parts right, but it’s only when we get every element lined up that we can deliver truly memorable experiences. In this webinar we’ll cover: Memory...

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What Makes a Great Research Project?

Over 25 years we’ve seen many customer research projects that have driven positive change, and some that have failed to make the desired impact. So, what makes a great customer research project? Debs Binks will try to answer the questions, by giving you an overview of our appora...

Charts

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5 Ways to... Make More Impact With Your Charts & Reporting

Elevate your data visualization and reporting skills with this webinar. Gain insights into five powerful ways to create impactful charts and reports that effectively convey information, engage stakeholders, and drive decision-making within your organization. - Question, data, ...

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Designing Better Charts and Infographics: Top Tips and Showcase

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How To Interpret Data And What To Do With It

You’ve run a customer survey, or perhaps you’ve been running one for years, and you have lots of data about customer needs, expectations, and attitudes. What now? Using research data well is not simply a matter of running off some mean scores and percentages, and it’s not somethi...

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Neuro Design for Infographics

Infographics are popular because they can engage people with insight and make data stories memorable, but it’s not always clear how to achieve the biggest impact. In this webinar we discuss what Neuro Design, the field which applies lessons from cognitive science to the aesthetic...

Storytelling

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Finding & Telling Your Customer Insight Story

Do you struggle to find the key pieces of customer insight from your research? We’ve all been there with really detailed presentations that provide a wealth of useful information, but the key takeaways can be lost. In this webinar we talk through techniques for finding the insigh...

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Using the Voice of the Customer to Change Your Organisations' Culture

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Presentation Skills

Presenting effectively, particularly if your material is technical, requires a tricky mix of storytelling, design, and technical know-how. In this webinar we look at some practical tips to help you create the perfect slides and deliver a presentation which brings your story to li...

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The One Page Results Summary...How To Do It?

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Action Planning

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5 Ways to... Use Your Customer Survey Results to Improve the Customer Experience

In this webinar we'll explore ways to use insights from your customer survey to enhance the overall customer experience. Discover five actionable methods to turn survey results into practical steps for improving your products, services, and customer interactions. - The "zero de...

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Closing The Loop

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The Inner and Outer Loop

This webinar builds on our popular 'Closing The Loop' webinar, looking at best practice ways to use rapid turnaround customer research for performance management, engaging your people with the voice of the customer, and to resolve live customer issues. Stephen Hampshire explores...

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How Service Blueprints Connect The Customer & Internal View

Service Blueprints can take Customer Journey Mapping to the next level. Corresponding to a specific customer journey, which could involve multiple channels, touch points and business functions, Service Blueprints can help ensure a consistent customer focused experience. In this ...

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