White papers

• 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.
• MAD MEN - What Mad Men can teach us about generating value from customer feedback.
• AGENT PERFORMANCE - 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. 

Case studies

• AGEAS - Supporting culture change in one of the UK's top insurance companies.
• KENT RELIANCE - How Kent Reliance used ServiceTick’s 'listening framework' to transform the company.