Created and published in house, Customer Insight magazine is a home for longer features, case studies, and latest thinking on customer experience and insight. All designed to inform, stimulate, and sometimes to provoke. We hope you enjoy reading it as much as we do creating it!

Latest Issue

CUSTOMER INSIGHTAutumn 2023

The latest issue of Customer Insight covers a range of topics in Customer Experience and Research. From keeping the focus on customers through rapid growth and acquisition in the IT Sector, to customer segmentation and the concept of 'situationships', awe in customer relationships, sustainability and more.

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Latest Articles
Magazine

Navigating Growth in the IT Services Industry

James Healey explains how Air IT has kept the focus on the customer by using customer research to understand customers’ ...
Magazine

A Better Way to Segment

Most customer segmentations fail, and one reason for that is that they tend to be quite restrictive. Research from Treas...
Magazine

Is Your Brand About Customer Awe or Customer Yawn?

James Hunnybourne explains the importance of awe-inspiring moments for B2B customer relationships.
Magazine

Book Review: The Illusion of Choice

How can you put behavioural science theory into practice? This book aims to show you.
Magazine

The Next Frontier in Omnichannel Contact Centre Operations: The Back Office

The back office is often neglected, but it plays a vital role in your contact centre operation and experience.
Magazine

Sustainability: Today’s Hot Topic and Tomorrow’s Problem

How do consumers view sustainability? Tom from TLF Panel shares some findings.
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Inflation Saps UK Consumer Confidence

The Index of Consumer Sentiment has fallen again. We take a look at how it links to wider events.
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The Devil's In The Detail

Our final article in the series from Albert Evans of ContactEngine wraps up the crash course in behavioural science to s...
Previous issues

Customer Insight Magazine Autumn 2023

In this issue we’ve got a great mix of articles, covering everything from high-level strategy and the complexity of how customer loyalty works through to the detail of how the words you use can affect the customer experience and the importance of managing digital transformation well in customer communications and the customer experience, and more.

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Customer Insight Magazine Spring 2023

In this issue we’ve got a great mix of articles, covering everything from high-level strategy and the complexity of how customer loyalty works through to the detail of how the words you use can affect the customer experience and the importance of managing digital transformation well in customer communications and the customer experience, and more.

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Customer Insight Magazine Autumn 2022

In this issue we’ve got a great mix of articles, covering everything from high-level strategy and the complexity of how customer loyalty works through to the detail of how the words you use can affect the customer experience and the importance of managing digital transformation well in customer communications and the customer experience, and more.

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Customer Insight Magazine Winter 2022

In this issue we have an interview with Andy Wallhead, Chief Executive of the social landlord WDH. Tue Søttrup of Dixa outlines 5 customer service trends for the year. Also in this issue, we've got articles about from Vendigital, digital and self-service approaches, behavioural science, the difference between research findings and insight and much more.

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Customer Insight Magazine Autumn 2021

It should go without saying that when we talk about the importance of meeting customer needs, we mean all customers. In this issue we explore our research with Purple Tuesday, and why there’s not just a strong moral and legal argument to focus on the experiences of disabled customers, but a commercial one.

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Customer Insight Magazine Summer 2021

In this issue we explore how organisations are starting to think seriously about what the near future is going to look like. Where will we be working? How will we recruit and train the right people? How will we interact with customers?

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Customer Insight Magazine Spring 2021

It seems like spring is finally here and there is lots to look forward to! We're really pleased to bring you the latest issue of Customer Insight Magazine, it is another packed issue and we hope you enjoy reading it as much as we've enjoyed creating it.

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Customer Insight Magazine Autumn 2020

This issue features an in-depth piece from Professor Mark Smith of ContactEngine, who believes that his organisation has found the niche where conversational AI can both improve customer experience and make organisations more efficient.

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Read more in the cx insights hub

There's even more articles to read from our Customer Insight magazine issues in our CX Insights Hub. All designed to inform, stimulate debate and sometimes to provoke, so get searching!

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Popular Articles
Magazine

Creating Your CX Strategy

Do you need a CX Strategy? Stephen believes that you do, and in this article he introduces a tool that might help you th...
Magazine

Starling Bank: Something that you Feel

They may be a challenger brand, but Starling have ambitions to build a “grown up” bank based on lasting relationships wi...
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Insight Means Cause and Effect

Is insight just a buzzword, or is it really something more than research findings? Stephen argues that understanding cau...
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Segmentation: What's the Point?

What is the point of segmentation? Nigel explains the history of attempts to classify customers and why they matter.
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ContactEngine: Think Smarter not Harder

Albert Evans from ContactEngine continues his series on behavioural economics, this time looking at cognitive load theor...
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How to Walk the Customer Experience Tightrope

How to Walk the Customer Experience Tightrope
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WDH: Much More Than Bricks and Mortar

We spoke to Andy Wallhead about his challenging first years at the helm of WDH, his vision for the organisation’s future...
Magazine

Why Producing a Problem is Better Than Causing One

In the fourth article in his series, Albert Evans from ContactEngine gives some fascinating examples of the power of lan...
Magazine

Are the Customers Now the Workers?

Nigel reflects on the shift to self-serve, and the amount of work that customers now find themselves doing to go on holi...
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Pursuing Growth in a Post-Covid Era

Jeff Kennelly of Vendigital highlights the importance of customer relationships to sustain success as customer needs and...
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Understanding Algorithms

What are the social media giants looking for?
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Customer Loyalty

Nigel summarises the different types of customer loyalty, and explains that many organisations think about loyalty in co...

TLF Gems Podcast

A monthly podcast from TLF Research on customer experience and insight. Each episode Stephen and Greg from TLF team talk about a different topic related to Customer Experience research and insight.

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