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.

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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.

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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

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 ...

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...

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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.

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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...

Webinar

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.

Webinar

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.