Customer Satisfaction

A holistic solution for ensuring your business can not only meet, but exceed The Consumer Duty standards.

With Consumer Duty in full force firms will be expected to show they have embedded the outcomes of the Duty in their culture, presenting a challenge and an opportunity.

Three focus areas for driving growth.

How to align brand promise and customer experience for business success

Delivering customer experience in the face of mask wearing.

Jamie Talmage explores why plans to ban insurers from overcharging loyal customers will be welcomed by many.

Continuing to engage with customers during COVID-19 is a strategic imperative. However, proceeding ‘as normal’ is neither empathetic nor likely to understand the full picture of changing customer experiences. Here we discuss how your brand must react to the functional and emotional needs of your customers.

Video research can get us closer to real, consumer-led insights. So, shouldn’t you put video at the centre of more of your mystery shopping?

Following the CX Council on the 20 November at The Dorchester, you can now access the slides from the event.