Hometraining eventson demand webinars

On-demand webinars

Over the last 5 years we’ve delivered hundreds of free to attend webinars to thousands of delegates. The webinars cover a wide range of customer experience and research related subjects, . Our on-demand webinars are the recordings from some of the most popular subjects.

We've grouped the webinars together in themes below. Scroll down to browse our collection, or if you're looking for a specific subject you can find all our on-demand webinars in the CX Insights Hub.

Don’t forget to take a look at our schedule of upcoming live webinars - these are all new subjects. You’ll also be able to engage with the presenters and ask questions in real time.

Latest Webinars

Webinar

The Customer Experience Landscape 2025 - CX Trends Webinar

Each year we give an update on latest thinking in Customer Experience and Insight. What are the trends you need to be aware of? We'll break down what's happening, arm you with facts and figures to support your strategy, and offer recommendations for what to prioritise in the yea...

Webinar

Housing: TSM Planning for 2025 / 2026 and Beyond

We're coming up to the end of year two of Tenant Satisfaction Measures. On this webinar we will share our learnings from TSM and cover a range of best practice to support providers to plan for 2025 / 2026. The webinar is 25 minutes with 5 minutes Q&A and will cover: 1. Data f...

Webinar

5 Ways to... Get More From The Data You Already Have

Join us as we share practical approaches to maximise the value of your existing data. Too many organisations have vast amounts of data that is going unused; we'd like to help you get the most from yours (whether that's survey data or other data that you hold about customers). Th...

Webinar

5 Ways to... Use Your Customer Survey Results to Improve the Customer Experience

In this webinar we'll explore ways to use insights from your customer survey to enhance the overall customer experience. Discover five actionable methods to turn survey results into practical steps for improving your products, services, and customer interactions. - The "zero de...

Popular Webinars

Webinar

What We Do And Why?

We are specialists in customer experience research and measurement – but what exactly does that mean? We’ve been designing bespoke research programmes for over 25 years, and we’ve developed a tried and tested approach to understanding and improving the customer experience. The de...

Webinar

User Stories And Customer Journey Mapping

This is one of our most popular training subjects and helps you understand how things look from your customers’ point of view. Mapping all the touch points of a specific customer journey is a must for designing positive experiences. We can’t give you an in-depth guide to custome...

Webinar

The Index of Consumer Sentiment - Year in Review 2024

The Index of Consumer Sentiment is our quarterly temperature check on how UK consumers are feeling about the economy and their own finances. Since 2018 it has provided us with an ongoing measure of how UK consumers reacted to some of the most tumultuous times it's possible to ima...

Webinar

Measuring Trust

Trust is a driver of loyalty but do we always know the best way of quantifying how much customers trust us? Stephen Hampshire gives an overview of this complex topic. He'll start by giving you an introduction to the theory and practice of understanding Trust and then will look a...

B2B Customer Research

Webinar

B2B Customer Journey Mapping

Journey mapping is an important task to undertake for both B2C and B2B customers, but the outputs for these 2 groups will look significantly different. We’re focusing on B2B customer journey mapping in this webinar and how to ensure all the relevant insight is captured.

Webinar

B2B: Issue Resolution And Managing Relationships

Things go wrong from time to time. We all know that, and customers expect their suppliers to make mistakes. It’s the way in which issues are resolved that makes the difference between a negative experience and a positive outcome. Issue resolution is a key part of effective relat...

Webinar

B2B: Onboarding, Acquisition and Exiting Customer Surveys

Does your insight cover the full customer experience, or just part of it? On this webinar, Greg Roche explains how using customer surveys at key touchpoints can improve your understanding of what customer really think of your business. He'll discuss how B2B onboarding surveys...

Webinar

Identifying B2B Customers' Needs With Exploratory Research

B2B customer research can be more than just an opportunity to understand how satisfied your customers are currently – It can also be an opportunity to understand what your customers need beyond your existing products and services. Exploratory research with a B2B audience can off...

Strategy

Webinar

Research to Inform CX Strategy

Many organisations talk about being customer led, but in reality customer experience is often seen as a purely operational question. Customer surveys are used in closed loop reporting on specific transactions or events, but no one ever takes a step back to look at the broader pic...

Webinar

The Business Case For Customer Insight

We believe customer insight is an essential part of building a world class customer experience, but we know that selling the concept of customer insight research to internal stakeholders can sometimes be a challenge. With different departments pushing for resource and budget, how...

Webinar

5 Ways to... Prove the Value of Customer Satisfaction

Learn proven techniques to quantify and demonstrate the impact of customer satisfaction on your business. This webinar will guide you through five strategies to showcase the tangible value that customer satisfaction brings to your organisation. Including: - The cost of dissati...

Webinar

Top Ten Things That World Class Organisations Do

Our Top Ten list is a must have checklist for any company. Can you say hand on heart that you do all ten things..? probably not, but it's a good goal to chase. Greg Roche talks you through each point in a bit more detail.

Analysis

Webinar

5 Ways to... Get More From The Data You Already Have

Join us as we share practical approaches to maximise the value of your existing data. Too many organisations have vast amounts of data that is going unused; we'd like to help you get the most from yours (whether that's survey data or other data that you hold about customers). Th...

Webinar

Beyond Soundbites - Gathering, Using and Understanding Customer Comments

No customer satisfaction survey would be complete without the inclusion of open ended questions.  It can be tempting to probe every question to gain further understanding, but is this really the best way to go? We will take you through some ideas and examples of best ways when a...

Webinar

Driver Analysis

Key driver analysis is the tool which lets you measure which aspect of the customer experience to prioritise, but many organisations are using statistical techniques which are not really fit for purpose. In this webinar we discuss the weaknesses of commonly used techniques, and s...

Webinar

Understand Statistical Significance And Confidence Intervals

Statistical significance can seem like a complicated and arcane world, but it’s vital to understand the basics if you want to make decisions with data. We’ll cover what you can and can’t do with survey data, why confidence intervals may make more sense than significance testing, ...

Programme Design

Webinar

Setting Up a Customer Experience Research Programme - Where to Start?

You know you need customer research, but you may not be sure if you’ve got everything you in need in place to make a start with it. In this webinar we’ll talk you step by step through the information, data, and decisions you need before you start your customer experience program...

Webinar

The Customer Research Journey: Guide To A Successful Programme

In this webinar we'll outline the key stages of an effective customer research programme: Understand and Explore, Measure & Track, Plan & Act and Culture Change & Storytelling. From gaining a deep understanding of your customers with qualitative research and developing a robust ...

Webinar

Relationship And Event Driven Research

Relationship and event driven surveys are both vital tools in customer research. Organisations often make the mistake of committing to one or the other, or attempt the bad compromise of doing both in a single survey. A well designed research programme, including a mix of both su...

Webinar

Does Your Research Provide Value For Money?

How do you measure ROI on your customer research programme? How do you secure customer research budget?  And how do you ensure the actions that come out of your customer survey actually happen?  Greg will share his experiences of how world class organisations meet these challeng...

Qualitative Research

Webinar

User Stories And Customer Journey Mapping

This is one of our most popular training subjects and helps you understand how things look from your customers’ point of view. Mapping all the touch points of a specific customer journey is a must for designing positive experiences. We can’t give you an in-depth guide to custome...

Webinar

Semiotics And Cx

Description not available

Webinar

Using Online Communities For Qualitative Research

Online customer research offers you a flexible approach to connect with your customers and online communities offer an engaging platform to undertake a range of qualitative research. Online communities can sometimes be more cost effective than focus groups and allow for a much d...

Webinar

Guide to Exploratory Research: How to See Through the 'Lens of the Customer'

Exploratory research is the foundation of a good customer research programme. It will help you understand how things look from your customers' point of view and see through the 'lens of the customer'. In this webinar we outline the different types of exploratory research, the ran...

Quantitative Research

Webinar

5 Ways to... Level Up Your Customer Insight

In this webinar we'll explore five strategies to enhance your understanding of customers. It's not necessarily about using the latest technologies (although that can help), but about getting the right insight in the right place to enable decisions and drive change. On the webina...

Webinar

Online Surveys: A Guide To Success

Are you making the most of your online surveys? They are an effective way to gather feedback and can help you reach large numbers of customers, but they need to be carefully considered. Delivery method, customer journey, survey questions, timescales, analysis, internal and extern...

Webinar

The Perfect Customer Experience

Do your people understand how their decisions and behaviours impact the customer experience? Often we focus on getting the individual parts right, but it’s only when we get every element lined up that we can deliver truly memorable experiences. In this webinar we’ll cover: Memory...

Webinar

What Makes a Great Research Project?

Over 25 years we’ve seen many customer research projects that have driven positive change, and some that have failed to make the desired impact. So, what makes a great customer research project? Debs Binks will try to answer the questions, by giving you an overview of our appora...

Charts

Webinar

5 Ways to... Make More Impact With Your Charts & Reporting

Elevate your data visualization and reporting skills with this webinar. Gain insights into five powerful ways to create impactful charts and reports that effectively convey information, engage stakeholders, and drive decision-making within your organization. - Question, data, ...

Webinar

Designing Better Charts and Infographics: Top Tips and Showcase

When it comes to designing better displays of data, there's always more to learn. Staying on top of the statistical knowledge, graphic design skill, and storytelling chops you need to do it well can sometimes seem overwhelming. In this webinar we skip the theory, and cut straight...

Webinar

How To Interpret Data And What To Do With It

You’ve run a customer survey, or perhaps you’ve been running one for years, and you have lots of data about customer needs, expectations, and attitudes. What now? Using research data well is not simply a matter of running off some mean scores and percentages, and it’s not somethi...

Webinar

Neuro Design for Infographics

Infographics are popular because they can engage people with insight and make data stories memorable, but it’s not always clear how to achieve the biggest impact. In this webinar we discuss what Neuro Design, the field which applies lessons from cognitive science to the aesthetic...

Storytelling

Webinar

Finding & Telling Your Customer Insight Story

Do you struggle to find the key pieces of customer insight from your research? We’ve all been there with really detailed presentations that provide a wealth of useful information, but the key takeaways can be lost. In this webinar we talk through techniques for finding the insigh...

Webinar

Using the Voice of the Customer to Change Your Organisations' Culture

How do some organisations become genuinely customer centric, whilst others cannot quite grasp that change? Often it’s the way that they use customer feedback within their organisations, as part of internal communications, and how they involve customer feedback in the internal dec...

Webinar

Presentation Skills

Presenting effectively, particularly if your material is technical, requires a tricky mix of storytelling, design, and technical know-how. In this webinar we look at some practical tips to help you create the perfect slides and deliver a presentation which brings your story to li...

Webinar

The One Page Results Summary...How To Do It?

Our Top Ten list is a must have checklist for any company. Can you say hand on heart that you do all ten things..? probably not, but it's a good goal to chase. Greg Roche talks you through each point in a bit more detail.

Action Planning

Webinar

5 Ways to... Use Your Customer Survey Results to Improve the Customer Experience

In this webinar we'll explore ways to use insights from your customer survey to enhance the overall customer experience. Discover five actionable methods to turn survey results into practical steps for improving your products, services, and customer interactions. - The "zero de...

Webinar

Closing The Loop

With changing survey and reporting technology it's becoming easier and easier to integrate customer feedback in real time. In this webinar we'll look at best practice ways to use rapid turnaround customer research for performance management, engaging your people with the voice of...

Webinar

The Inner and Outer Loop

This webinar builds on our popular 'Closing The Loop' webinar, looking at best practice ways to use rapid turnaround customer research for performance management, engaging your people with the voice of the customer, and to resolve live customer issues. Stephen Hampshire explores...

Webinar

How Service Blueprints Connect The Customer & Internal View

Service Blueprints can take Customer Journey Mapping to the next level. Corresponding to a specific customer journey, which could involve multiple channels, touch points and business functions, Service Blueprints can help ensure a consistent customer focused experience. In this ...

Send Us a Message

If you'd like to discuss your customer research plans, we'd love to hear from you. Send us a message using our online form.

Send us a message