Webinars

Our range of free 30 minute webinars are designed to give you an introduction to key customer experience and research subjects. From latest trends, how to guides for customer research and what to focus on, through to best practice, analysis and communication of your results, our webinars will help you find new ways to connect with your customers and get the most out of research. Many of our webinars are available to watch on demand and you can find a calendar of our upcoming live webinarin our Training and Events section.

Webinar

Free - Virtual Event

Measuring Trust

Trust is a driver of loyalty but do we always know the best way of quantifying how much customers trust us? Stephen Ham...

Webinar

Free - Virtual Event

Understanding Churn, Lapsed And Competitor Advantage

What makes customers lapse? How likely are they to return and what is the competition doing to tempt them away? Chris El...

Webinar

Free - Virtual Event

Customer Empathy: Power of a Mirror Survey

Do your colleagues see things the same way as customers? Improving their customer empathy can help them understand the h...

Webinar

Free - Virtual Event

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 ne...

Webinar

Free - Virtual Event

Calculating Customer Lifetime Value

How much is a customer worth? Calculating Customer Lifetime Value is a useful figure to share with senior management. St...

Webinar

Free - Virtual Event

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, Measur...

Webinar

Free - Virtual Event

Using Customer Insight To Shape Cultures & Behaviours

Changing culture is something that takes time and is not something that can be done by simply undertaking a customer sur...

Webinar

Free - Virtual Event

The Customer Experience Landscape 2021

Each year we review key trends for Customer Experience in the year ahead. In January 2020 we, like so many others, total...

Webinar

Free - Virtual Event

User Stories And Customer Journey Mapping

This is one of our most popular training subjects and helps you understand how things look from your customers’ point of...

Webinar

Free - Virtual Event

Semiotics And Cx

Semiotics is a research technique that helps you to make sense of the way meaning is created. The science of communicati...

Webinar

Free - Virtual Event

Measuring Complaints: Finding the pain points

Complaint Handling can provide an opportunity to reignite customer confidence and even save unhappy customers. This webi...

Webinar

Free - Virtual Event

Top Ten Things That World Class Organisations Do

Our Top Ten list is a must have checklist for any company. Can you say hand on heart that you do all ten things..? proba...

Webinar

Free - Virtual Event

The New Customer Experience Landscape 2020

Implications for personas, segmentation and loyalty. Picking up on our research into customers’ changing priorities, we’...

Webinar

Free - Virtual Event

Best Practice Driver Analysis

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

Webinar

Free - Virtual Event

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...

Webinar

Free - Virtual Event

Guide To A Successful Survey

Rachel Allen will share her 11 years' experience of running CSat projects across all sectors to provide a clear guide of...

Webinar

Free - Virtual Event

Emotions in the B2B Customer Experience

It’s now widely accepted that emotions drive decisions, which means that if you want to understand customers you have to...

Webinar

Free - Virtual Event

Customer Satisfaction Index: How and Why to Use It

A Customer Satisfaction Index (CSI) can take your Customer Satisfaction (CSAT) scores to another level. Combining and we...

Webinar

Free - Virtual Event

Housing: Getting The Most From Star

The STAR methodology continues to be the dominant framework for collecting customer satisfaction data in the housing sec...

Webinar

Free - Virtual Event

Housing: Best Practice Repairs Tracker

A key touch point that can cause a lot of dissatisfaction when not delivered well. Find out how to implement a Best Prac...

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!

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