Webinars
Webinar
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 ...
Webinar
Driver Analysis
Key driver analysis is the tool which lets you measure which aspect of the customer experience to prioritise, but many o...
Webinar
Housing: Closing The Loop
We’re presenting a dedicated housing view of our popular 'Closing The Loop' webinar and exploring the practicalities wit...
Webinar
The Inner and Outer Loop
This webinar builds on our popular 'Closing The Loop' webinar, looking at best practice ways to use rapid turnaround cus...
Webinar
Housing: Research to Inform CX Strategy
Many social landlords talk about being customer led, but in reality customer experience is often seen as a purely operat...
Webinar
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 nee...
Webinar
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...
Webinar
Housing: Tenant Involvement
There is a regulatory obligation for social housing landlords to involve tenants in the decision-making process. Many la...
Webinar
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
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
Closing The Loop
With changing survey and reporting technology it's becoming easier and easier to integrate customer feedback in real tim...
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 ...
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 th...
Webinar
Linking Customer Research To Profitability
Customer satisfaction continues to be an essential lead indicator of overall business profitability. In this webinar, we...
Webinar
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
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...
Webinar
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
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...
Webinar
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
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 ...
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!