What we do
Voice of the Customer
Voice of the Employee
Staff engagement & performance
Insight & analytics
White papers and Case studies
White papers request
THE INSURANCE INDUSTRY CONUNDRUM
- How to transform customer contact from a cost-centre to a profit-centre.
THE BANKERS DILEMMA
- How to stay close to customers when customer transactions are becoming more remote.
THE CHALLENGE FOR INVESTMENT AND PENSIONS PROVIDERS
- Getting to know and nurture your customers.
THE BUILDING SOCIETY BALANCING ACT
- Maintaining the personal touch in a digital world
WHAT'S IN A NUMBER?
- Customer feedback metrics - what influences them (and what doesn’t), how best they can be applied and how to get the most from NPS, CSAT and Effort.
- What Mad Men can teach us about generating value from customer feedback.
- Best practice for using customer feedback to create a robust framework for measuring, managing and rewarding agent performance in the contact centre.
WHY CUSTOMER EXPERIENCE HAS BECOME THE PRIMARY BATTLEGROUND FOR BRANDS
- How we have moved from an Age of Information to an Age of Experience in which the traditional four Ps of marketing have given way to drivers of brand differentiation.
- Supporting culture change in one of the UK's top insurance companies.
- How Kent Reliance used ServiceTick’s 'listening framework' to transform the company.