The Customer Experience Landscape 2024

Stephen Hampshire

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.

SDI Conference – Spark 23

Stephen Hampshire

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?

Does your research provide value for money?

Stephen Hampshire

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/

Measuring Customer Satisfaction in the IT Services Sector

Stephen Hampshire

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?