Insights
Best practice, plainly argued.
What we are seeing across sectors: where CX programmes stall, where the money leaks, and what actually moves a customer's opinion.
Research · Digital Leakage
The hidden cost of digital leakage
Across 40 journeys in five sectors, one in six digital sessions ends in an assisted contact that the business never attributes back to the digital failure.
July 2026 · 12 min read
Video · AI
An honest conversation about AI in the contact centre
Where agent assist genuinely pays back, where deflection quietly destroys trust, and how to evaluate a vendor claim in under an hour.
July 2026 · 14 min watch
Interview · Financial Services
Evidencing good outcomes: a conversation with a bank CX director
On building outcome measurement that satisfies both the regulator and the finance director, without doubling the survey estate.
June 2026 · 10 min read
Webinar · ROI
Proving the ROI of experience in a cost-cutting year
A working session on linking experience movement to revenue, retention and cost-to-serve — with the model we use in the room.
June 2026 · 45 min webinar
Point of View · Root Cause
Stop buying dashboards, start buying diagnoses
Why the CX technology estate keeps growing while the same three root causes generate most of the complaints, year after year.
May 2026 · 7 min read
Research · Churn
The six weeks before churn
Behavioural and feedback signals reliably precede attrition by around six weeks. What they are, and what an intervention is actually worth.
April 2026 · 9 min read
Point of View · Surveys
Survey fatigue is a design failure, not a customer failure
Cutting question count is the easy part. Redesigning the programme around decision needs is where the response rate comes back.
March 2026 · 6 min read
Briefing