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On-demand webinars

Over the last 5 years we’ve delivered hundreds of free to attend webinars to thousands of delegates. The webinars cover a wide range of customer experience and research related subjects, . Our on-demand webinars are the recordings from some of the most popular subjects.

You'll find a list of our popular on-demand webinars and simply complete the short form to watch now.

Don’t forget to take a look at our schedule of upcoming live webinars - these are all new subjects. You’ll also be able to engage with the presenters and ask questions in real time.

Popular On-Demand Webinars

Visit the CX Insights Hub to view all our on-demand webinars.

See the CX Insights Hub

Webinar

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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The Customer Experience Landscape 2024

In our annual update on the key trends affecting Customer Experience and Insight we’ll give you a quick synopsis of the topics you need to keep an eye on, with some facts and figures to help you make your case to colleagues. What’s hype and what’s real? How much do things really...

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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...

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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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Index of Consumer Sentiment - Q3 2023 Results

In Q3 2023, consumer sentiment has fallen after two quarters of relatively rapid growth. It remains higher than for most of 2022, but still suggests a downward overall trend in the optimism of UK consumers. In this webinar we'll explain the latest findings, explain the methodolo...

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B2B: Sampling, Methodology and Battling Response Rates

The key to successful customer research is asking the right questions to the right people in the right way. Whilst all three elements are important in themselves for effective customer research, ensuring that your results are reliable, and representative of your overall customer...

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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 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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Using Employee Research To Improve CX

90% of customer feedback does not result in organisation change. Often this is because employees are not 100% engaged with their organisation, its goals and ambitions. TLF Director, Greg Roche will show how to use Employee Research to improve customer satisfaction through measur...

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Housing: Deep Dive In To Complaints

There is an increasing focus on the way housing associations deal with problems and complaints. The Housing Ombudsman has made it clear that a complaint is ‘An expression of dissatisfaction, however made…’ and it does not have to use the word ‘complaint’. The Housing Ombudsman al...

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What We Do And Why?

We are specialists in customer experience research and measurement – but what exactly does that mean? We’ve been designing bespoke research programmes for over 25 years, and we’ve developed a tried and tested approach to understanding and improving the customer experience. The de...

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Index of Consumer Sentiment - Q1 2023 Results

The Index of Consumer Sentiment is our quarterly temperature check on how UK consumers are feeling about the economy and their own finances. Since 2018 it has provided us with an ongoing measure of how UK consumers reacted to some of the most tumultuous times it's possible to ima...

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Managed IT Service Providers – Driving Actions From Your Client Surveys

Client surveys are an essential tool for any Managed Service Provider wanting to improve their customer experience, but how do you turn this customer feedback into business change and increased profitability? TLF Research Client Director, Greg Roche will show you how to ensure ...

Webinar

Construction: Customer Research - Who to interview?

Architects, specifiers, contractors, suppliers, manufacturers, the list goes on - a common challenge for customer research within the construction sector is deciding who to interview. Who can give you the actionable insight you need to drive positive change? While the right answ...

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Housing: Tenant Involvement

There is a regulatory obligation for social housing landlords to involve tenants in the decision-making process. Many landlords find their ‘opportunities’ attract a narrow, and predictable, range of volunteers. Housing associations need to do everything they can to encourage a wi...

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Measuring Customer Satisfaction in the IT Services Sector

In this IT sector specific webinar, we discuss customer satisfaction within the IT services / MSP sector and how to measure overall client satisfaction - including decision makers and end users. Their needs and customer requirements are very different, it is important that a rese...

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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 Customer Experience Landscape 2023

Every year we look at the trends in society and the economy that are relevant to Customer Experience for the year ahead. To outline the Customer Experience Landscape for 2023, Stephen will look at trends and predictions for: Customer behaviour Changing customer needs The CX hyp...

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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...

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Engaging B2B Customers With Your Surveys

Not only does customer satisfaction research need to be actionable, it also needs to be reliable and representative of your overall customer base.  In this webinar, we will explore the challenges of engaging customers in B2B research. We'll highlight key behaviours that make a d...

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The Flaws of NPS and How to Get the Most Out of it

The Net Promoter Score approach to customer research has strengths, but it also has many weaknesses. Some experts argue that NPS is useless because of these, but it's as big a mistake to dismiss NPS altogether as it is to embrace it unthinkingly. In this webinar we'll look at th...

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Understanding Customer Loyalty - Attitudes, Behaviour, and Value

Customer loyalty is fundamental to our vision of how to build long term sustainable businesses, grounded in what we call a "loyalty strategy". In simple terms, that means finding and keeping the right customers. But "loyalty" is a curiously slippery word, often meaning different...

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Customer Touchpoints You Should Be Measuring

Every time a customer comes into contact with your organisation it presents an opportunity or a threat to the overall perceptions your customer has of you. In this webinar, we will explore why customer touchpoints shape overall customer attitudes and behaviours, how you can harn...

Webinar

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.

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Designing Better Charts and Infographics: Top Tips and Showcase

When it comes to designing better displays of data, there's always more to learn. Staying on top of the statistical knowledge, graphic design skill, and storytelling chops you need to do it well can sometimes seem overwhelming. In this webinar we skip the theory, and cut straight...

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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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Closing The Loop

With changing survey and reporting technology it's becoming easier and easier to integrate customer feedback in real time. In this webinar we'll look at best practice ways to use rapid turnaround customer research for performance management, engaging your people with the voice of...

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Linking Customer Research To Profitability

Customer satisfaction continues to be an essential lead indicator of overall business profitability. In this webinar, we will explore why it’s so important to measure customer satisfaction, and show how customer satisfaction research can give you the insight you need to drive cus...

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Employee Engagement Measurement 2022

As we emerge from the Covid pandemic, the way we work may have changed enormously, but organisations still need engaged employees and there are more things to consider when undertaking employee engagement research. Happy and engaged employees care about their work and your comp...

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

How do some organisations become genuinely customer centric, whilst others cannot quite grasp that change? Often it’s the way that they use customer feedback within their organisations, as part of internal communications, and how they involve customer feedback in the internal dec...

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The Customer Experience Landscape 2022

Every year we look at the trends in society and the economy that are relevant to Customer Experience for the year ahead. To outline the Customer Experience Landscape for 2022, Stephen will look at trends and predictions for: Customer behaviour Changing customer needs The CX h...

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NPS Best Practice

If you’re using Net Promoter Score (NPS) as your headline measure, this webinar is a must. NPS should be the starting point for customer insight, not the ultimate goal.

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Your Customer Survey

The author of our new book, YOUR CUSTOMER SURVEY: Using Research to Build a Distinctive Customer Experience, Stephen Hampshire takes you through the key themes covered in the book. From questions, samples and surveys to analysis, reporting and taking action, this 30 minute free w...

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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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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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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 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 ...

Webinar

Semiotics And Cx

Description not available

Webinar

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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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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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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Measuring Complaints: Finding the pain points

Complaint Handling can provide an opportunity to reignite customer confidence and even save unhappy customers. This webinar will help you understand how to quantify the impact of behaviours that will antagonise or reassure customers.

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Measuring The Internal Customer

What about the internal customer experience? Your employees and stakeholders rely on one another every day to deliver your products or services. Understanding how different departments interact and identifying pain points can help you streamline your internal processes, which in...

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Turning Insight In To Action: The Importance Of Action Planning

There is no point doing customer research unless you’re planning to do something with the results. Action planning is the best way to ensure you are using the insight gained from your customer research to drive positive change to the customer experience. Greg will guide you throu...

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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...

Webinar

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...

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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 ...

Webinar

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

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.

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Understanding Causation from A/B Tests to Modelling

Businesses often want answers to questions about cause and effect (Why has the score gone down? What impact will this new process have on retention?), but research has traditionally been reluctant to make causal claims (“correlation is not causation”). Now big data, online A/B te...

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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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Knowing What Results to Feedback to Customers

We are often asked by clients for advice on what survey results and planned actions should be shared back with customers; organisations often worry about sharing too much confidential information and customers are often suspicious that the detail is missing. This webinar provides...

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Hybrid Methodology: Getting the Best of Quant and Qual

Often B2B has a much smaller number of key accounts to focus on. An opportunity to capture feedback needs to maximise the richness from comments with the score to track. A hybrid methodology ensures you don't loose the best of both. This webinar looks at how to use a mix of metho...

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Getting The Most From Customer Comments

Most people agree that customer comments bring the customer life, but are you getting the most use from your customer comments? Vicki Harris will talk through ideas for coding customer comments and using customer comments with other data drawing on examples from the Housing secto...

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Facilitating Focus Groups

Focus Groups are great opportunities but the time in a focus group passes quickly and so preparation is essential. This is another practical webinar from Rachel Allen on a best practice approach to running focus groups to maximise insight and minimise conversations going off cour...

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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...

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Housing: Voids And Exits - Measuring The Experience

Voids and exiting customers cost housing associations millions of pounds every year. In this webinar, we look at how you can measure the effectiveness of your customer communication and identify what to do differently to improve turnaround time, efficiency and the customer experi...

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Best Practice Panel Research

Panel research can be an effective way to access the views and opinions of consumers. Used correctly, it’s a flexible research solution with a range of uses. Whether you’re looking for fast facts and figures or regularly tracking consumer behaviour, usage and attitudes (U&A), pan...

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Calculating Customer Lifetime Value

How much is a customer worth? Calculating Customer Lifetime Value is a useful figure to share with senior management. Stephen Hampshire will talk you through how to make the calculation and answer the questions that will follow.

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What Matters Most To Customers... Now?

How will COVID-19 change our relationships with customers? No one knows exactly what life will look like after lockdown, but we do know that it has had a profound effect on how customers think and behave.

Speak to us about a booking

If you'd like to speak to someone about a briefing or your booking, please call a member of the TLF team on 01484 467004.

Speak to us