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Webinars
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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 tim...
Webinar
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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 ...
Webinar
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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 th...
Webinar
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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...
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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 sta...
Webinar
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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 know...
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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 pe...
Webinar
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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...
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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 ...
Webinar
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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 ...
Webinar
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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 ...
Webinar
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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 y...
Webinar
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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....
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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 th...
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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 alway...
Webinar
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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, wh...
Webinar
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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 Ham...
Webinar
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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 e...
Webinar
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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 loo...
Webinar
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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 y...
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!