What client listening practitioners said about participation, surveys and interviews, closing the feedback loop, and the responsible use of AI at our September roundtable.

Designing questionnaires, then collecting and analysing data are the relatively easy part. Changing behaviours and embedding a feedback culture, that’s the hard bit. And so this newly published HBR article is useful as a blueprint for organisational change. Rather than aiming to inform and inspire with communication campaigns and training, instead researchers have turned to behavioural science to create the ‘4T model’.