Webinars
Webinar
NPS Best Practice
If you’re using Net Promoter Score (NPS) as your headline measure, this webinar is a must. NPS should be the starting po...
Webinar
Relationship And Event Driven Research
Relationship and event driven surveys are both vital tools in customer research. Organisations often make the mistake of...
Webinar
Your Survey Mix: Relationship Versus Transactional
Are you committed to event driven surveys with no long term view of how the wider population of customers perceive you? ...
Webinar
Hybrid Methodology: Getting the Best of Quant and Qual
Often B2B has a much smaller number of key accounts to focus on. An opportunity to capture feedback needs to maximise th...
Webinar
Housing: Best Practice For New Build And Sales Surveys
The touchpoint that you only have one shot at! In this webinar we’ll share our thoughts and experiences on how you can s...
Webinar
Online Surveys: A Guide To Success
Are you making the most of your online surveys? They are an effective way to gather feedback and can help you reach larg...
Webinar
Understand Statistical Significance And Confidence Intervals
Statistical significance can seem like a complicated and arcane world, but it’s vital to understand the basics if you wa...
Webinar
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
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
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
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
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
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
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
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
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
Semiotics And Cx
Webinar
Measuring Complaints: Finding the pain points
Complaint Handling can provide an opportunity to reignite customer confidence and even save unhappy customers. This webi...
Webinar
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
The New Customer Experience Landscape 2020
Implications for personas, segmentation and loyalty. Picking up on our research into customers’ changing priorities, we’...
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!