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CX 2026: What Worked, What Didn't & What Was the Impact? Webinar
Free
Every year we look ahead at what's coming in Customer Experience and Insight. This time, we're looking back.
2026 brought record investment in AI, a recovery in customer satisfaction that then began to level off, and plenty of hype. We separate the fact from the fiction, share facts and figures you can use, and give our honest take on what worked, what didn't, and what it all added up to for customers and for the bottom line.
In this review of 2026, we'll cover...
The state of customer satisfaction: from recovery to plateau
What worked: the basics, done well
What didn't: when AI becomes a barrier rather than a bridge
The impact: where good service pays back, and where AI spend is yet to prove itself
Are you measuring the right things?
Five lessons to take into 2027
Join us on Wednesday 2nd December 2026 at 11am for this free 30 minute webinar.
Register for your free place now.
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Webinar host:
Stephen Hampshire
Client Manager @ TLF Research
After 25 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.
Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.
Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.
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