Our mantra is that organisations need to be where their customers are. They need to cut across their own internal silos, take a more holistic view of their customers, both internal and external, and deliver a consistent and appropriate service across all channels, offline, online, social and mobile. The critical role played by employee and customer engagement to business performance and profitability is being increasingly recognised by organisations across the globe.
The Evolution of Customer Contact in a Rapidly Changing Consumer Environment
In times of unprecedented and fast-moving changes in our customers’ and our colleagues’ preferences, priorities and behaviours, contact centres are more than ever the beating heart of an organisation’s customer engagement strategy.
Annual Review - A Year Like No Other - Free Download
As we start a new year year, we now start to look back and review. The pandemic has been hugely testing and upsetting, we have seen a seismic unplanned global shift that has affected the entire planet. There have been many reasons to look back on 2020 with sadness but there are also several things that have forced us to do things even better than ever and focus on the things that really do matter. The pace of change with never slowdown but perhaps the direction of focus might.
- – What our partners thought: Fantastic feedback from a number of 2020 partners on recent virtual events.
- – View form the chairs: Our Live Studio chairs provide an insightful review of our three flagship summits, a fantastic way to end the year.
- – New, interactive and live newsroom: A great way to deliver conference content, a real step forward in terms of delegate and speaker experience.
- – A year like no other, unplanned and unprecedented: The pandemic has created a seismic unplanned global shift that has affected the planet
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