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

Benchmarking Results, Can It Be Done Reliably and How?

We are all interested to see how our Customer Satisfaction or NPS scores compare to others, but how do we do it reliably...

Webinar

Free - Virtual Event

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

Free - Virtual Event

Relationship And Event Driven Research

Relationship and event driven surveys are both vital tools in customer research. Organisations often make the mistake of...

Webinar

Free - Virtual Event

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

Free - Virtual Event

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

Free - Virtual Event

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

Free - Virtual Event

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

Free - Virtual Event

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

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

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

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...

Read more in the cx insights hub

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