CustomerSure

Webinars

webinars Read Drive growth with linked Employee Experience & VoC

Drive growth with linked Employee Experience & VoC

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

webinars Read Improve Consumer Duty compliance through VoC

Improve Consumer Duty compliance through VoC

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

webinars Read Zero-Churn B2B

Zero-Churn B2B

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

webinars Read Journey Mapping with Jerry Angrave

Journey Mapping with Jerry Angrave

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

webinars Read Increase the ROI of customer experience

Increase the ROI of customer experience

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

webinars Read Social Housing: Improve Tenant Satisfaction

Social Housing: Improve Tenant Satisfaction

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

webinars Read Unlock the ROI of CX

Unlock the ROI of CX

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

The Closed Loop Podcast

podcasts Read Ep 2: Alicia Crowther: Making Space to Think

Ep 2: Alicia Crowther: Making Space to Think

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

podcasts Read Ep 1: Alicia Crowther: Small Changes, Big Impact

Ep 1: Alicia Crowther: Small Changes, Big Impact

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

podcasts Read Ep 3: Alicia Crowther: Value when Budgets are Tight

Ep 3: Alicia Crowther: Value when Budgets are Tight

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

podcasts Read Ep 4: Ben Bax: Turning CX into a Business Advantage

Ep 4: Ben Bax: Turning CX into a Business Advantage

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

podcasts Read Ep 5: Ben Bax – CX Starts on the Frontline

Ep 5: Ben Bax – CX Starts on the Frontline

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

podcasts Read Ep 6: Ben Bax – CX Challenges and Opportunities in Utilities

Ep 6: Ben Bax – CX Challenges and Opportunities in Utilities

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

Myth Busting with Ian Golding

podcasts Read Myth Busting 1: Should NPS be a lead CX metric?

Myth Busting 1: Should NPS be a lead CX metric?

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

podcasts Read Myth Busting 4: Should CX managers ask colleagues how satisfied customers are?

Myth Busting 4: Should CX managers ask colleagues how satisfied customers are?

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.

podcasts Read Myth Busting 3: Ian Golding: Should teams be bonused on VoC scores?

Myth Busting 3: Ian Golding: Should teams be bonused on VoC scores?

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

podcasts Read Myth Busting 2: Are surveys the only way to understand customers?

Myth Busting 2: Are surveys the only way to understand customers?

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

podcasts Read Myth Busting 5: Does a journey map stay valid for a year?

Myth Busting 5: Does a journey map stay valid for a year?

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.

podcasts Read Myth Busting 6: ‘Employee experience isn’t my concern. That's HR's job’

Myth Busting 6: ‘Employee experience isn’t my concern. That's HR's job’

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

podcasts Read Myth Busting 7: Ian Golding: Once CX is improving, no need to reply to individual feedback

Myth Busting 7: Ian Golding: Once CX is improving, no need to reply to individual feedback

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