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Resident Experience: We Talk CX With the UK’s Largest Housing Association, Clarion
Clarion are the UK’s largest housing association and provide homes for more than 350,000 residents across the country. Their mission is to improve the customer experience (CX) of people connecting
How to Improve Patient Journey & Experience NPS: Insights from Healthscope
Healthscope has over 5,400 beds and more than 18,000 employees across Australia. National Patient Experience Manager, Jeffrey Woods joins us to share PX insights.
7 Tips for Driving More Insight from Open Ended Questions
Open ended questions are great for achieving a better understanding of your employees or customers. It provides rich narratives that reflect experiences and often provides the ‘golden nuggets’ within data
Behave Bring Behavioural Science To The Biggest Brands [TikTok, KFC]
Behavioural Consultancy firm Behave stand proudly at the forefront of behavioural science in commerce. They help their clients achieve sustainable growth by teaching them to truly understand their customers as
Employee Experience, Coffee Culture and the Findings of John Gusiff
We sat down with CX and EX leader John Gusiff to discuss his recent research project that benchmarked six retail coffee brands employee experience against the concept of The Irresistible
Adoreboard Report Exposes Reasons for Tenant Dissatisfaction in Housing Associations
Adoreboard analysed 24,600 customer reviews across 49 housing associations to find that ‘tenant-management interaction’ is holding back tenant satisfaction by 8%. The recently released report covers a period between September
Adoreboard Investigates Skyrocketing Rates of Customer Churn in the US Insurance Industry
US consumers are more likely to switch insurance brands due to poor customer experience than traditional factors such as price, according to new research from Adoreboard on the 59 largest
What is Qualtrics?
In today’s competitive marketplace, understanding customers, employees, and other stakeholders’ needs is crucial for any organization’s success. Driving informed decisions through advanced data collection and analysis tools, brands can create
What is Voice of the Customer (VOC)?
What is Voice of the Customer? Voice of the Customer (VoC) refers to what customers are saying, what they think and how they feel about a particular business, product or
Customer Experience Roundup (16 June)
Welcome to week 2 of our blog series catered to Customer Experience (CX) leaders. We understand the value of your time, yet recognise your desire to stay informed about the
Employee Experience Roundup (16 June)
Welcome to week 2 of our blog series catered to HR and leaders in employee experience (EX). We understand the value of your time, yet recognise your desire to stay
Report Summary: The State of CX in Housing Associations 2023
We recently published our landmark report – ‘The State of CX in Housing Associations 2023’ The report analysed 24,600 Trustpilot reviews across housing associations and found critical issues in tenant
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