Research to Inform CX Strategy


Many organisations talk about being customer led, but in reality customer experience is often seen as a purely operational question. Customer surveys are used in closed loop reporting on specific transactions or events, but no one ever takes a step back to look at the broader picture. Customer experience and strategy are kept miles apart.

On the webinar, Stephen Hampshire explores how to ensure your customer research reflects a strategic approach to the customer experience and generate outputs to inform your strategy.

Register for your free place now.

Watch Webinar

Webinar host:

Stephen Hampshire

Client Manager @ TLF Research

After 23 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.