About the sessions

A CX Strategy Canvas

Are you struggling to define your CX Strategy? In this session we’ll introduce our CX Strategy Canvas and talk you through asking and answering the key questions you need to address in order to design an effective CX Strategy grounded in a balanced programme of research and insight.

Best Practice Customer Research Programme

Many research programmes have grown organically, and it can be useful to step back and review whether your programme has everything it needs. Does it provide a relationship and event or journey perspective, is there useful internal benchmarking and is it linked to your CX Strategy?

The Tactical View – an example using a Complaints Survey

Many tactical surveys are short and simple, but do they focus on behaviours, close the loop and allow for regular root cause analysis. We will share examples of a tactical survey and the analysis that is available.