Webinars

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 ...

Housing: Closing The Loop

We’re presenting a dedicated housing view of our popular 'Closing The Loop' webinar and exploring the practicalities wit...

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...

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...

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...

Housing: Tenant Involvement

There is a regulatory obligation for social housing landlords to involve tenants in the decision-making process. Many la...

Driver Analysis

Key driver analysis is the tool which lets you measure which aspect of the customer experience to prioritise, but many o...

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 ...

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...

Closing The Loop

Employee Engagement Measurement 2022

As we emerge from the Covid pandemic, the way we work may have changed enormously, but organisations still need engaged ...

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

Linking Customer Research To Profitability

Customer satisfaction continues to be an essential lead indicator of overall business profitability. In this webinar, we...

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...

Designing Better Charts and Infographics: Top Tips and Showcase

Customer Touchpoints You Should Be Measuring

Understanding Customer Loyalty - Attitudes, Behaviour, and Value

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 ...

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 ...

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....