In September we held our first conference since the pandemic, and it was really good to be back.

Greg and Stephen talk through the speakers and discuss some of the highlights of the day (not just the food).

Greg quizzes Stephen about his recent webinar “5 ways to make more impact with your charts and reporting” (which he is beginning to realise is a title that could do with some editing!)

They discuss the different hats that you need to wear to turn data into a story, how the needs of your audiences vary, and how a few simple principles can level up your data visualisation and reporting.

The webinar is available to watch on demand here: https://register.gotowebinar.com/register/8370348262845712218

The construction sector is fascinating from a customer experience and insight point of view. So many stakeholders, so many relationships, so many opportunities to build understanding and make things better!

In this episode Greg and Stephen discuss some of the challenges of using customer research in the construction sector, and the benefits of focusing on depth of insight rather than just tracking a score.

Greg and Stephen discuss some of the things that make business to business (B2B) customer research different from business to consumer (B2C), based on Greg’s webinar.

Is survey fatigue a red herring? We think it is!

If you missed the webinar you can find it here: https://www.tlfresearch.com/webinars/b2b-sampling-methodology-and-battling-response-rates/

For the past few years we’ve run an annual webinar looking at trends affecting the CX landscape that organisations need to be aware of for the year ahead.

We shared some stats for context in terms of consumer sentiment, satisfaction, AI adoption, and sustainability; made some gentle predictions about the future; and outlined some choices that organisations should be making now.

You can watch the recording here: https://www.tlfresearch.com/webinars/the-customer-experience-landscape-2024/

In this episode Greg chats to Stephen about his research for the webinar, his predictions, and how it all comes back to customer loyalty.

Greg and Stephen both attended the Spark 23 conference in Birmingham at the end of October. It’s an annual conference and awards dinner for the Service Desk Institute, and as you can hear in the discussion, they really enjoyed their first visit.

What does it tell us about where the IT Services sector is going, when it comes to Customer Experience?

Greg and Stephen discuss how to make sure a research project delivers value for money, based on Greg’s webinar.

Some keys are: thinking in advance about what you’re going to do with the results, proving the value of investing in customers, and making sure your survey basics are sound.

If you missed the webinar, you can watch it on demand here: https://www.tlfresearch.com/webinars/does-your-research-provide-value-for-money/

Greg and Stephen, with a little help from ChatGPT, discuss the impact of AI on the customer experience. What are the potential benefits and risks? How important is it to get the fundamental data capabilities of your business right first? What will the impact be on jobs?

Stephen and Greg talk about Greg’s recent webinar, the first of a series, on customer satisfaction in the IT Services sector. It’s an industry with huge enthusiasm for surveys, but is it always getting the most out of the research it does?

Greg talks to Stephen about his annual webinar on the Customer Experience Landscape. There’s lots of uncertainty on the horizon, but Stephen argues that resilience and long-term thinking is the key to surviving and thriving in 2023.

If you missed the webinar, you can watch it on demand: https://www.tlfresearch.com/webinars/the-customer-experience-landscape-2023/