Listening to a new generation of employees

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Listening to a new generation of employees

There is no denying that the workplace has changed dramatically over the past few years. International Youth Day is a good reminder that not only big events such as pandemics shape our work environments but also that younger generations are reshaping what people expect from work.
For many young professionals today, having a job is about more than just earning a salary. They want to work for organizations that feel authentic, offer flexibility, and provide opportunities to learn, develop, and grow. While pay and benefits remain important, they are no longer the only factors influencing employee satisfaction and loyalty.
Many younger employees also place a greater emphasis on wellbeing, diversity, sustainability, and having a sense of purpose in their work. Workplace culture matters more than ever, and people are paying close attention to how organizations treat their employees—not just what they say publicly.
As Millennials and Gen Z continue to make up a larger proportion of the workforce, organizations are being challenged to rethink traditional approaches to employee engagement. Expectations are evolving quickly, and assumptions about what employees want are no longer enough.
 
The question for employers is simple: Do we really understand what matters most to our people?
This is where listening becomes critical.
 
At Deep-Insight, we believe that understanding employee experience starts with measuring it. Our Employee Relationship Quality (ERQ) methodology helps organizations gain a clearer picture of the relationship between employees and employers by measuring key areas such as trust, engagement, communication, leadership, and overall workplace experience. We also thrive to understand things that are crucial in todays workplace such as work life balance.
These insights help organizations identify what younger employees value most and where improvements are needed. Whether it’s creating more flexibility, strengthening communication, supporting wellbeing, or providing clearer career development opportunities, understanding employee expectations is becoming increasingly important for attracting and retaining talent.
 
The best workplaces are not built on assumptions. They are built on listening, understanding, and acting on employee feedback.
This International Youth Day, organizations have an opportunity to reflect on an important question:
Are we creating a workplace where the next generation wants to stay, contribute, and build their careers?
The answer starts by listening.
Learn more about Deep-Insight’s Employee Relationship Quality (ERQ) methodology and how employee feedback can help create a stronger, more engaged workforce.
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NEW Deep-Inside the last 24 months

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NEW Deep-Inside the last 24 months

How Deep-Insight is Tranforming CX Delivery

What has changed – and why it matters:
The past 24 months have been a turning point at Deep-Insight. Behind the scenes, we’ve completely rethought the way in which we deliver customer experience (CX) insights to our customers in the B2B space. As a result, we now have a (significantly) faster, more agile and more intelligent approach to enable you to understand your customers.
In 2024, we decided to re-establish the Product Management role within our organisation as a core strategic function. This was not just an internal shift, it was done as a direct response to a crystal clear message that we received from our clients:
Act faster to deliver even sharper insights.
Our customer’s feedback: the driving force behind our transformation
We’ve used your feedback as a driving force for all the changes we’ve made recently. Over the past 1-2 years we have worked closely with B2B leaders and conducted a series of in-depth interviews to really understand how they envision the customer experience landscape changing in the future. Our findings were consistent:
    • Businesses need real-time, actionable CX insights
    • Agility is no longer optional, but critical
    • Legacy tools are holding teams back
We took this feedback and advice seriously – and we acted on it.
What we’ve improved: CX platform innovations
As a result of everything we learned, we decided to first review the technical capabilities of the tools we were using. We wanted to relay the foundation on which we run our programmes and such we implemented the following:
  1. A faster, more intuitive survey experience, providing respondents with:
    • A clean, modern interface
    • Simplified navigation between questions
    • Faster overall response time
The result? The same reliable customer feedback data but delivered with less friction.

 

  1. The introduction of Deep-Dive Studio – our new CX analytics platform
This has to be the biggest leap forward that we’ve taken in years. This powerful analytical dashboard is specifically designed for understanding B2B customer experience insights. With this new platform, we have unlocked:
    • Real-time access to completion rates during the live survey period
    • Faster, flexible insight generation
    • Advanced analysis for in-depth understanding
    • AI-powered sentiment analysis
It helps us and our customers with actionable outputs for both account level changes as well as driving organisational strategy. In short, it transforms raw data into decision-ready intelligence.
  1. Greater flexibility and customisation for complex B2B environments
No two B2B organisations are the same, and your CX tools shouldn’t be either. In the past, we used rigid tools, but that period has come to an end. Our new technology allows us to:
    • Adapt to bespoke client requests
    • Go beyond our standard frameworks
    • Respond quickly to the evolving market conditions
All in all, this means that you get a CX programme tailored to your business, not a one-size-fits-all model.
Why this matters for CX leaders
If you are responsible for CX in a B2B environment, you are likely feeling an ever-increasing pressure to:
    • Demonstrate return on investment (ROI) from CX
    • Deliver insights faster
    • Ensure feedback is aligned with strategic decisions
We have designed our transformation with this in mind and can help you from moving from data collection into driving real impactful change.
What’s next?
This is just the beginning. Our product team is committed to continuous improvement – testing, learning and evolving alongside our clients. You can expect further innovation as we continue on this journey to push the boundaries of what is possible at Deep-Insight when it comes to B2B customer experience management.
Get involved in our journey
If you’d like to:
    • See our new CX tools in action
    • Explore how CRQ and Deep-Dive Studio can support your business
    • Share your own ideas or challenges
Get in touch
We’d love to hear from you – your inputs fuel our progress.
Get in touch for a demo or a conversation about your CX goals—and let’s shape the future of B2B customer experience together.
Fabienne Falvay
Product Manager

Before your next giant leap

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Before your next giant leap

Listening and reflecting

Every year on Moon Day, we celebrate one of humanity’s arguably greatest achievements: landing on the moon.
But before the giant leap came years of observation, analysis, testing, and learning. Progress wasn’t driven by action alone—it was driven by understanding.
There is an important lesson here for businesses.
 
In today’s fast-moving environment, organizations often feel pressure to react quickly. New strategies, new products, new initiatives. Yet the most successful companies know when to pause, reflect, and listen before deciding their next move.
Customer feedback provides that moment of reflection.
Customer satisfaction scores can show where performance is changing, while customer comments reveal the experiences, expectations, and concerns behind the numbers. Together, they help organizations understand not just what is happening, but why.
 
At Deep-Insight, we see the most effective businesses using customer feedback as their mission control—guiding decisions, identifying opportunities, and helping leaders navigate uncertainty with confidence.
 
Just as every successful space mission depends on accurate data, every successful customer strategy depends on understanding the customer voice.
 
So, before taking your next giant leap, take a moment to pause, reflect, and listen.
Your customers may already be telling you where to go next.
Get in touch
At Deep-Insight, our CRQ methodology helps organizations turn customer feedback into clear direction and smarter decisions. Because every great journey starts with understanding. Get in touch with us to learn more.

Deep-Inside the last 24 months

Written by

Deep-Inside the last 24 months

How Deep-Insight is Tranforming CX Delivery

What has changed – and why it matters:

The past 24 months have been a turning point at Deep-Insight. Behind the scenes, we’ve completely rethought the way in which we deliver customer experience (CX) insights to our customers in the B2B space. As a result, we now have a (significantly) faster, more agile and more intelligent approach to enable you to understand your customers.

In 2024, we decided to re-establish the Product Management role within our organisation as a core strategic function. This was not just an internal shift, it was done as a direct response to a crystal clear message that we received from our clients:

Act faster to deliver even sharper insights.

 

Our customer’s feedback: the driving force behind our transformation

We’ve used your feedback as a driving force for all the changes we’ve made recently. Over the past 1-2 years we have worked closely with B2B leaders and conducted a series of in-depth interviews to really understand how they envision the customer experience landscape changing in the future. Our findings were consistent:

    • Businesses need real-time, actionable CX insights
    • Agility is no longer optional, but critical
    • Legacy tools are holding teams back

We took this feedback and advice seriously – and we acted on it.

 

What we’ve improved: CX platform innovations

As a result of everything we learned, we decided to first review the technical capabilities of the tools we were using. We wanted to relay the foundation on which we run our programmes and such we implemented the following:

  1. A faster, more intuitive survey experience, providing respondents with:
    • A clean, modern interface
    • Simplified navigation between questions
    • Faster overall response time

The result? The same reliable customer feedback data but delivered with less friction.

 

  1. The introduction of Deep-Dive Studio – our new CX analytics platform

This has to be the biggest leap forward that we’ve taken in years. This powerful analytical dashboard is specifically designed for understanding B2B customer experience insights. With this new platform, we have unlocked:

    • Real-time access to completion rates during the live survey period
    • Faster, flexible insight generation
    • Advanced analysis for in-depth understanding
    • AI-powered sentiment analysis

It helps us and our customers with actionable outputs for both account level changes as well as driving organisational strategy. In short, it transforms raw data into decision-ready intelligence.

 

  1. Greater flexibility and customisation for complex B2B environments

No two B2B organisations are the same, and your CX tools shouldn’t be either. In the past, we used rigid tools, but that period has come to an end. Our new technology allows us to:

    • Adapt to bespoke client requests
    • Go beyond our standard frameworks
    • Respond quickly to the evolving market conditions

All in all, this means that you get a CX programme tailored to your business, not a one-size-fits-all model.

Why this matters for CX leaders

If you are responsible for CX in a B2B environment, you are likely feeling an ever-increasing pressure to:

    • Demonstrate return on investment (ROI) from CX
    • Deliver insights faster
    • Ensure feedback is aligned with strategic decisions

We have designed our transformation with this in mind and can help you from moving from data collection into driving real impactful change.

 

What’s next?

This is just the beginning. Our product team is committed to continuous improvement – testing, learning and evolving alongside our clients. You can expect further innovation as we continue on this journey to push the boundaries of what is possible at Deep-Insight when it comes to B2B customer experience management.

 

Get involved in our journey

If you’d like to:

    • See our new CX tools in action
    • Explore how CRQ and Deep-Dive Studio can support your business
    • Share your own ideas or challenges
Get in touch

We’d love to hear from you – your inputs fuel our progress.

Get in touch for a demo or a conversation about your CX goals—and let’s shape the future of B2B customer experience together.

Fabienne Falvay

Product Manager

“Excellence in CX” Awards 2024 – That’s a Wrap!

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“Excellence in CX” Awards 2024 – That’s a Wrap!


 

Congratulations to our 2024 Winners

2024 is the third year of Deep-Insight “Excellence in CX” Awards.

These awards focus on companies that we have worked with in 2024 that have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for both their customers and their employees.

That makes us very proud!

Before we talk about the winners, let’s answer the following question:

 

What do we mean by ‘Excellence in CX’?

Deep-Insight is a small team of Customer Experience (CX) consultants who work extremely closely with our customers. The single question which drives us in each engagement is “will this programme inspire transformation in our client organisations?”.

Transformation does not need to be, and usually isn’t, a huge significant event in itself. When done well, transformation is a series of small, well thought through changes and improvements. Transformation is only worth it if it leads to growth, and it always does when it is inspired by the customer.

Also, we are not interested in vanity projects! We are focused on our core mission of Inspiring Transformation i.e. effective, growth-oriented use of Customer Experience (CX) and Employee Experience (EX). This is what excellence in customer experience looks like and it is the foundation on which our customers build their CX and EX programmes.

*        *        *        *        *

AND THE 2024 WINNERS ARE…

 

Six Degrees has been a client of ours since 2020 and it has been a privilege to work with the team for the past four years on their journey to greater customer centricity.

Fiona Lynch has been the Deep-Insight CX consultant working most closely with Chris Blofield, Conley Newall and the Six Degrees team to improve their Customer Relationship Quality (CRQ) scores this year.

Fiona has been hugely impressed by the strategic response from the leadership team, starting with their commitment to ‘Customer First’, a core value to place the client at the heart of organisation. Fiona adds:

“The response from Six Degrees right across the organisation to last year’s CRQ assessment was incredibly well executed and their jump in scores really reflects their efforts. We’re delighted for them.”

Six Degrees appointed Vince DeLuca as Chief Executive Officer in 2024 as it sought to distinguish itself as the UK’s leading provider of secure, integrated cloud services. Vince commented on this year’s award:

“We’re incredibly proud to be recognised for our commitment to our core value of ‘Customer First.’ At Six Degrees, actively listening to and acting on our customers’ insights is fundamental to driving meaningful change and delivering exceptional outcomes.

This recognition reflects the dedication and hard work of our entire team over the past year. With the continued support of Deep-Insight, we are excited to carry this momentum forward into the year ahead.”

Read more about Six Degrees’ win here…

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Everybody in Ireland knows open eir.  You’ve seen their distinctive green and white “Connecting Ireland with superfast fibre broadband” vans on the streets, installing fibre lines into business premises and into homes across the country.

You’ve probably also seen vans from Circet (pronounced “sur-say”) who are open eir’s key partner on the ground. We have to mention them in this award as they are an integral part of the open eir teams who operate at the coalface and meet customers on a daily basis.

2024 was our second year working with open eir. What impressed me the most about their approach to implementing a Customer Relationship Quality (CRQ) programme was the extent to which they embraced the whole CRQ approach – taking the feedback at face value, closing the loop with the customers, putting in detailed (in fact, very detailed!) responses to all of the feedback, and kicking off a transformation programme that they are committed to for the long haul. They know it’s not a 12-month initiative. It’s a journey.

Una Stafford, Managing Director Networks, and Maeve O’Malley, Managing Director, Wholesale, have been leading the charge on open eir’s CX transformation journey over the past two years. 

Both Una and Maeve are industry veterans who understand the challenges of a cultural transformation in large complex telecommunications environments. However, their real skill has been to convince hundreds of people in both open eir and Circet to embrace Customer Relationship Quality (CRQ) as a way of life.

Read more about open eir’s win here…

*        *        *        *        *

Vreugdenhil Dairy Foods conducted its first Customer Relationship Quality (CRQ) assessment in 2022, impressing us with their smooth adoption of the CRQ process, as if it had been a long-standing practice. What stood out most was their commitment from the outset. They dived into the process with enthusiasm and maintained a strong momentum throughout all the phases of the CRQ process.

In 2022, strong client relationships were identified as a key strength. Determined to build on this foundation, Vreugdenhil developed an internal training programme for all colleagues who have contact with customers, to enhance their client communication skills. They employed a variety of creative formats like interactive training sessions customised for different departments. These ‘customer contact training’ sessions emphasized proactive client engagement and addressed the nuances of dealing with different customer types.

Leonie Soetendaal is a Commercial Project Manager who has been working at Vreugdenhil Dairy Foods for nearly 10 years.

Together with Commercial Director Gerben van Schaik, and colleagues Jeroen de Kunder and Erik Bulthuis, Leonie has been the driving force behind Vreugdenhil’s CX journey since 2022.

Leonie commented on this year’s award:

“At Vreugdenhil Dairy Foods, we believe in the power of connection and lasting relationships. This award is a wonderful recognition of our commitment to open and meaningful communication with our customers. Together with our partners, we make a difference!”

Read more about Vreugdenhil’s win here…

*        *        *        *        *

We have been privileged at Deep-Insight to work with BT Ireland since 2008 when they first started on their journey towards becoming one of Ireland’s most customer-centric companies. 

It has been a long and successful Customer Relationship Quality (CRQ) journey for them. Initially, the BT Ireland leadership team worked hard on identifying and addressing its clients’ major service issues. Then they progressed to the more enjoyable part of the journey – collaborating with clients on new innovative technology-based programmes.

In recent years, the BT Ireland leadership team  took a more commercial focus to CRQ. They used detailed customer insight, along with externally validated propensity to buy, to identify clients where they could develop further solutions to their business problems.

BT Ireland discovered that the excellent relationships they had built over years was critical to driving revenue growth with clients that continued to be delighted by their offerings. Not an easy task in an industry where, every year, customers expect better telecommunications solutions for less cost.

The BT Ireland leadership team were helped by an army of service managers, account directors and engineers. They were also guided by a CX team led by Barry O’Shea, Mary McDonagh and Deirdre Tyrrell whose great CX efforts have been recognised globally in recent years. Shay Walsh, Managing Director, BT Ireland (left) commented on the Deep-Insight award:

“We are absolutely thrilled to be recognised in the category of ‘Using CRQ for Growth’. Working with the team in Deep-Insight we challenged ourselves collectively to convert our top quartile CRQ scores to income growth. This brought a focus on widening our contacts base within our client base and creating a watch list of customers who needed more focus from our customer-facing teams. The additional insight and broader awareness informed how better to serve our customers and ultimately how we achieve the dividend of growth from CRQ.”

Read more about BT Ireland’s win here…