From Feedback to Framework: How Beyond Housing Uses Customer Voice to Shape Policy

Learn how financial services firms can align VoC with Consumer Duty in this recorded webinar

Discover the Link Between Employee Experience and Voice of the Customer and learn how to drive measurable business growth in this exclusive webinar.

Darren Wake explores how B2B companies can leverage Voice of the Customer (VoC) programmes to reduce churn, increase customer retention, and strengthen business relationships.

A 45-minute recorded webinar with Guy Letts, CEO of CustomerSure, explaining in detail how to measure and increase the ROI of CX projects.

Learn how to connect customer experience to business value in this recorded webinar with Diane Magers and Darren Wake.

A 45-minute recorded webinar with Darren Wake, Head of Customer Success at CustomerSure, sharing insights on enhancing tenant satisfaction in social housing.

Darren Wake and Jerry Angrave, two experienced CX pros, discuss how to make customer journey mapping a stategic tool that drives organisational change

Practical insight on how social housing teams can turn customer feedback into meaningful service improvement, with Darren Wake and Chris Elliott from Housemark.

A practical recorded webinar exploring how transactional customer feedback from everyday service interactions helps social housing providers improve Tenant Satisfaction Measures over time.

In this 45-minute session, Guy Letts and Darren Wake explain how to use customer feedback to prevent churn and drive long-term loyalty.

Darren Wake and Alicia Crowther unpack transformation when customer insight leads—turning feedback into direction, action, and results.

Darren Wake and Alicia Crowther discuss how space to think fuels creativity and innovation, and why it matters for business success.

What happens when customer feedback is ignored? Clare White explains.

Darren and Ben Bax discuss how stories, language, and culture make CX real for frontline teams, bridging strategy with daily customer interactions.

Ben Bax shares how to turn CX from a cost centre into a growth driver, with tips on ROI, business alignment, and operational improvements.

Darren Wake is again joined by Alicia Crowther, founder of Three Digital Consulting, to explore how CX and VoC teams can prove their value.

Ben Bax explains what’s holding CX back in the utility sector and what companies can do to move forward.

Why culture and engagement are the missing links in customer experience.

Katie Stabler joins Darren Wake to explore why CX culture, metrics and momentum matter now more than ever – and how leaders can make change stick.

How culture drives — or breaks — customer experience.

Darren Wake and Ian Golding debate if NPS should lead CX measurement, exploring its role in modern strategies and common misconceptions.

Darren Wake and Ian Golding discuss if surveys alone reveal customer truth, highlighting the need for multiple feedback sources in CX.

Ian Golding and Darren Wake challenge one of the oldest beliefs in customer service — and explain why putting people first means knowing when to say no.

Ian Golding explores whether fast customer service automatically means better service, and why resolution and accessibility matter even more.

Ian Golding explores whether delivering a consistent customer experience increases cost, or whether inconsistency is the real financial drain.

Darren Wake and Ian Golding debate whether tying targets and bonuses to VoC scores truly drives CX improvement… Or creates unintended risks.

Darren Wake, Head of Customer Success at CustomerSure, puts to Ian Golding the idea that a journey map created a year ago remains valid and doesn’t need to be revisited.

Darren Wake, Head of Customer Success at CustomerSure, puts to Ian Golding the idea that CX managers should ask colleagues how satisfied they think customers are.

Darren Wake and Ian Golding explore why CX pros can’t ignore employee experience, discussing ownership, empowerment, and the rise of experience management.

Darren Wake debates Ian Golding on why CX leaders must act on individual feedback, not just overall trends, to drive real impact

Darren Wake challenges Ian Golding with a common belief — that without exec-level support, CX professionals can't make change happen. Ian explores why leadership buy in really matters and how to influence the top table with facts and impact.

Ian Golding and Darren Wake explore how AI is already transforming VoC — and what most teams are still getting wrong.