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invenioLSI in partnership with Deep-Insight have built a world class customer experience program with the goal to grow their customer relationships by listening, understanding, and acting on their feedback. Deep-Insight specialize in B2B Customer Experience (CX) and have worked with invenioLSI for the past three years, using their Customer Relationship Quality (CRQ™) methodology to allow […]

We are absolutely thrilled to see BT Ireland recognised on the European stage as winners in the Best Measurement in Customer Experience category. BT Ireland was also listed in the top finalists for Customer Centric Culture and Customer Experience Team where it was also highly commended.  It’s great to see BT Ireland, as long-term users […]

Last month, we asked our clients what they thought of us. We do this every year and take our Customer Relationship Quality (CRQ) feedback seriously. We try to follow the advice we give to our own clients: give your customers the opportunity to tell you what they think. Listen to what they say. Then act […]

This blog is a shortened version of The CX Factor which originally appeared in the October 2021 edition of Modern Lawyer. Modern Lawyer is published by Globe Law and Business. Download the article, including the case studies with Baker McKenzie, DWF, Shoosmiths and Travers Smith by clicking on the image below.   * * * […]

CX and NPS feedback – should it be anonymous? Should Customer Experience and NPS Surveys be Anonymous? The simple answer is NO – anonymity is not required for a B2B CX or NPS programme. But the answer is not that simple. Let’s start by defining what Confidential and Anonymous mean in the context of surveys. […]