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White Papers & Guides

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EXTRA SHOT
  • Customer Experience

Are We Marketing or Are We Educating?

Turn challenges into wins. The "Fix It or Feature It" guide from Caffeine shows you how to transform customer pain points into powerful brand moments. Using examples like Guinness' iconic "The Wait," we reveal how to audit your customer experience, spotlight what works, and tackle what doesn’t—so your...
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  • Employee Experience

The Employee Pride Index 2025:
What drives Employee Pride?

Now in its third year, The Caffeine Partnership’s Employee Pride Index, in partnership with data and market research company Savanta, surveys 1000 UK employees to understand expectations of what they want or need from work and what drives them to feel proud of where they work. The Index...
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  • Customer Experience, Employee Experience

Bringing the Experience Alive through your People

Many organisations have company or brand values or a customer focus statement. Few manage to bring these alive for their people in a way that enables their people to bring it alive for their customers. The reason for this is that most organisations see training as the solution;...
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  • Customer Experience, Employee Experience

Aligning the Employee and Customer Experience

Aligning employee and customer experience is critical for business success. This white paper explores how leading brands are bridging the gap between internal culture and external customer satisfaction. By creating a purpose-driven environment and hiring for attitude, companies can enhance both employee engagement and customer loyalty, driving sustainable...

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  • Customer Experience

Managing Your Customer Experience:
The Seven Deadly Sins

Customer Experience Management (CEM) has become well established in the US and UK markets and is becoming increasingly a hot topic in the rest of the world. Unfortunately with so many consultancies entering the field it is not always implemented with the level of rigour needed to achieve...

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Purpose, Pay or Perks?
What Matters Most to Employees.

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We commissioned an independent survey of 1000 UK employees with the objective of understanding how expectations around what they want or expect from work have changed since the pandemic.

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