Darren Wake and Jerry Angrave, two experienced CX pros, discuss how to make customer journey mapping a stategic tool that drives organisational change
Discover the Link Between Employee Experience and Voice of the Customer and learn how to drive measurable business growth in this exclusive webinar.
Learn how financial services firms can align VoC with Consumer Duty in this recorded 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 Darren Wake, Head of Customer Success at CustomerSure, sharing insights on enhancing tenant satisfaction in social housing.
A 45-minute recorded webinar with Guy Letts, CEO of CustomerSure, explaining in detail how to measure and increase the ROI of CX projects.
Darren Wake, Head of Customer Success at CustomerSure, is joined by Alicia Crowther, founder of Three Digital Consulting, to explore what transformation really looks like when it’s led by customer insight
Darren Wake, Head of Customer Success at CustomerSure, is joined by Alicia Crowther, founder of Three Digital Consulting, to explore how creativity and innovation come to life when businesses give themselves the space to think.
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 discusses how customer experience can move from being seen as a cost centre to becoming a driver of business advantage. Ben shares practical advice on aligning CX with business priorities, proving ROI, and making operational improvements that benefit customers and the bottom line.
Darren is joined once again by Ben Bax for a practical conversation on making customer experience real for frontline teams. They explore what CX means to the people who interact with customers every day – and how stories, language and culture help bridge the gap between strategy and day-to-day behaviour.
Darren Wake, Head of Customer Success at CustomerSure, talks with Global CX Specialist Ian Golding about whether surveys alone are enough to understand customers. Ian reacts live to this belief and explains why multiple feedback sources matter.
Darren Wake, Head of Customer Success at CustomerSure, is joined by Global CX Specialist Ian Golding to discuss whether NPS should be the lead customer experience metric. Ian reacts live to this common belief and shares his perspective on where NPS fits in a modern CX measurement strategy.
Darren Wake, Head of Customer Success at CustomerSure, challenges Global CX Specialist Ian Golding with the idea that teams should have targets and bonuses tied to VoC scores to drive improvement.
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 puts to Ian the belief that employee experience is something CX professionals can ignore, and should be left entirely to HR. What follows is a deeper conversation about experience ownership, employee empowerment, and the growing shift toward experience management.
Darren Wake, Head of Customer Success at CustomerSure, challenges Ian Golding with a belief some CX leaders fall into — that once the overall customer experience is improving, they don’t need to respond to individual customer feedback. What follows is a real conversation about macro and micro priorities, financial impact, and the power of closing the loop.