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Onboarding, exit & acquisition
Mar 23, 2026
Closing the loop with customers
Dec 18, 2025
Action Planning from Customer Insight
Jul 22, 2025
TLF Conference 2024
Oct 8, 2024
How To Make More Impact With Your Charts
Sep 10, 2024
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| Date | Episode | Topics | Guests | Brands | Places | Keywords | Sponsor | Length | |
|---|---|---|---|---|---|---|---|---|---|
| 3/23/26 |  Onboarding, exit & acquisition✨ | onboardingexit+3 | Greg | — | — | webinarcustomer surveys | — | — | |
| 12/18/25 | Closing the loop with customers✨ | customer feedbackwebinars+1 | Stephen | Closing the loopClosing the loop with customers | — | closing the loopcustomer experience+1 | — | — | |
| 7/22/25 | Action Planning from Customer Insight✨ | customer insightaction planning+1 | — | action plan templateonline course on action planning+1 | — | action plan templateonline course+1 | — | — | |
| 10/8/24 | TLF Conference 2024✨ | conferencespeakers+1 | — | — | — | TLF Conferencepandemic+1 | — | — | |
| 9/10/24 | How To Make More Impact With Your Charts✨ | chartsdata storytelling+1 | Stephen | — | — | impactwebinar+1 | — | — | |
| 8/19/24 | Construction Customer Insight✨ | customer experienceconstruction+1 | — | Construction Customer Insight | — | — | — | — | |
| 5/14/24 | B2B Sampling & Response Rates✨ | B2B researchsurvey fatigue+1 | — | — | — | B2BB2C+2 | — | — | |
| 2/16/24 | The Customer Experience Landscape 2024✨ | customer experienceCX trends+3 | — | The Customer Experience Landscape 2024 | — | — | — | — | |
| 11/28/23 | SDI Conference – Spark 23✨ | Service Desk InstituteIT Services+1 | — | the Service Desk Institute | Birmingham | Spark 23Birmingham+2 | — | — | |
| 10/12/23 | Does your research provide value for money?✨ | researchvalue for money+1 | — | — | — | research projectcustomer investment+1 | — | — | |
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| 6/28/23 | ChatGPT, AI & The Customer Experience | 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? | — | ||||||
| 5/30/23 | Measuring Customer Satisfaction in the IT Services Sector | 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? | — | ||||||
| 2/14/23 | The Customer Experience Landscape 2023 | 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/ | — | ||||||
| 1/20/23 | The interview – Irina Poddubnaia | In this episode we feature an interview between Stephen and Irina Poddubnaia of Trackmage, a company which specialises in helping E-commerce organisations with their “post purchase experience” — delivery tracking, communication, and reviews. Stephen and Irina talk about the missed opportunities in post-purchase communications, why organisations value new customers over existing customers, and where customer journeys begin… Continue reading The interview – Irina Poddubnaia | — | ||||||
| 11/2/22 | The Interview – Albert Evans, Part 2 | In the second part of his interview with Albert Evans of ContactEngine, Stephen asked Albert for some more detail on how behavioural science can play a part in the customer experience. They talked about the importance of testing, the power of details in the experience, and how to know when to stop. You can read… Continue reading The Interview – Albert Evans, Part 2 | — | ||||||
| 8/2/22 | Understanding customer loyalty | Greg and Stephen discuss customer loyalty, based on Stephen’s recent webinar. Customer loyalty is much misunderstood (it’s about far more than retention and “loyalty programmes”), but used in the right way it can be the key to linking the operational focus of customer experience to your organisation’s strategy. If you missed the webinar, you can… Continue reading Understanding customer loyalty | — | ||||||
| 6/24/22 | How NPS is Used | Can you believe Net Promoter Score is 18 years old? Love it or hate it, you can’t deny that NPS has been the most successful movement in the history of customer research. NPS has become a de facto standard, but like its inventor Fred Reichheld, we have reservations about the way in which it’s used.… Continue reading How NPS is Used | — | ||||||
| 5/10/22 | Using the Voice of the Customer to Change Your Organisations’ Culture | Stephen quizzes Greg about his recent webinar “Using the Voice of the Customer to Change Your Organisations’ Culture“. It’s not about “voice of the customer” research programmes, but about ways in which the actual voice of the customer (captured in audio, video, or in the flesh) can be used to make an impact. | — | ||||||
| 4/4/22 | The Index of Consumer Sentiment | We now have over three years’ worth of data about consumer sentiment in the UK from our Index of Consumer Sentiment. In this episode Greg and Stephen discuss why TLF Research started measuring consumer sentiment, what the trends show, and why it matters. You can download the free white paper to explore the findings in… Continue reading The Index of Consumer Sentiment | — | ||||||
| 2/10/22 | The Customer Experience Landscape 2022 | Greg talks to Stephen about his annual webinar on the Customer Experience Landscape, and the five themes he identified for the year: The New Normal, Trust, Ownership, Systems, and Experience. One of Stephen’s recommendations was to sign up for Purple Tuesday, which we mentioned on the last episode. You can do that here: https://purpletuesday.org.uk/ If… Continue reading The Customer Experience Landscape 2022 | — | ||||||
| 1/19/22 | The Disabled Customer Experience | Every year Purple Tuesday reminds us of the importance of creating good experiences for disabled customers. The next is on 3rd December, which gives you plenty of time to prepare! Last year we teamed up with Purple Tuesday to survey disabled customers on our panel in order to better understand their experiences. We learned along… Continue reading The Disabled Customer Experience | — | ||||||
| 12/16/21 | The Interview – Albert Evans | In this episode Stephen spoke to Albert Evans of ContactEngine to chat about the role of behavioural science in customer experience. Albert is writing a series of articles on behavioural science for Customer Insight (starting with this one), and it was really good to talk it all through, compare notes, and share a few bugbears!… Continue reading The Interview – Albert Evans | — | ||||||
| 11/5/21 | What is procurement good for? | Like most suppliers, we’ve had some bruising experiences with procurement and tender exercises. Is it all bad, or does procurement have an important role to play? How can suppliers and their customers build closer relationships, and make sure they both get what they want out of a project? Greg and Stephen talk it through. | — | ||||||
| 10/5/21 | Trends in Customer Attitudes & Behaviour | What do we know about what’s changing in the way customers think, feel, and behave? The pandemic seems to have accelerated some trends that were already obvious, and introduced a few curveballs of its own. In this episode Greg and Stephen discuss the evidence from consumer surveys, national measures of satisfaction and consumer sentiment, and… Continue reading Trends in Customer Attitudes & Behaviour | — | ||||||
| 8/16/21 | The Interview – Cat Lewis | We were really pleased to catch up with Cat Lewis, Head of Internal Comms & Employee Engagement at Reward Gateway, to find out more about the “work modes” model for hybrid working that she described in this Customer Insight magazine article. This conversation really helped to put their model into context, and opens up a… Continue reading The Interview – Cat Lewis | — | ||||||
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