TLF Gems Podcast
1) Action Planning from Customer Insight
Stephen and Greg chat about arguably the most important part of customer insight – using what you learn from customers to improve the customer experience. You can download the action plan templa...Show More
2) TLF Conference 2024
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 ...Show More
3) How To Make More Impact With Your Charts
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!) The...Show More
4) Construction Customer Insight
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 b...Show More
5) B2B Sampling & Response Rates
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? ...Show More
6) The Customer Experience Landscape 2024
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 ter...Show More
7) SDI Conference – Spark 23
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...Show More
8) Does your research provide value for money?
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 re...Show More
9) 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 capab...Show More
10) 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 a...Show More