The State of CX in Housing Associations 2023

This report analyses 24,600 tenant comments across 49 housing associations to help understand what’s driving tenant satisfaction levels.

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Forester Report: EX Measurement Best Practices

This report describes how EX leaders can measure EX in ways that are both more efficient and more reflective of what matters to employees.

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CX Leader: Jonathan Creese at Gillies

Gillies are a Scottish home furniture brand that’s stood the […]

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Report – What CX skills are in demand in 2023?

What skills are companies looking for in CX professionals? We look to answer that question with this report.

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Report – The State of CX in Insurance 2023

Our analysis of 28,433 online reviews shows that insurance firms could be sleepwalking into a ‘switching frenzy’ by consumers who feel let down by poor customer experience.

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Report – Your guide to Net Promoter Score (NPS)

NPS is one of the most used customer research metrics in the world, and we get lots of questions about it. Now we’re here with answers.

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Your open ends suck. Here’s how to make them better

So you’ve fallen into the old trap of collecting lots […]

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How to predict your drivers of customer experience

Text analysis in business has been around since the 1950’s […]

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How to boost employee experience

Between ‘quiet quitting’ and The Great Resignation, many businesses are […]

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