Our sixth flagship Customer Engagement Summit held in London on 13th November broke a new attendance record of 1000, confirming its market leading position as Europe’s premier and most highly regarded customer and employee engagement conference.
Delegates, speakers and sponsors all agreed that the seminal Summit, held once again at London’s iconic Westminster Bridge Park Plaza, was a truly world class event, and the most important in the industry calendar.
The overarching theme of this year’s case-study led CPD accredited Summit was ‘The Need for Agility in The Age of Disruption’ as continuing advances in technology and the new business models that are being spawned continue to forge fundamental changes in the fields of both customer and employee engagement.
Delegates heard from speakers representing organisations as diverse as Uber, Amazon, easyJet, Levi Strauss, Leon, Waitrose, Heathrow, Samsung, Google, Unicef, Daily Mail, Virgin Media, Metro Bank and Bupa.
Three in four marketers admit that they don’t actually know what they are looking for when analysing their customers’ data. That’s according to research by experience management company Qualtrics, which surveyed 260 UK marketers. The newly released Qualtrics’ research to coincide with ‘National Get To Know Your Customers Day’ found that marketers are struggling to […]
Ryanair pilots will strike on Friday, resulting in the cancellation of 24 flights between the Republic of Ireland and the UK. It is the second of three 24-hour strikes involving Ireland-based pilots directly employed by Ryanair. The pilots’ union said that talks on Wednesday between the two sides did not lead to any “material change”. […]
Poundworld has announced the closure of its remaining 190 stores with the loss of 2,339 jobs. The discount goods retailer, which went into administration in June, said the stores would close by 10 August. In total the collapse of the chain, which had 335 stores, will result in the loss of 5,100 jobs. Administrators, Deloitte, […]
Google has been fined a record €4.34bn ($5bn; £3.9bn) over Android. The European Commission said the firm had used the mobile operating system to illegally “cement its dominant position” in search. The firm’s parent Alphabet has been given 90 days to change its business practices or face further penalties of up to 5% of its average […]
Aston Villa Football Club has developed a brand new digital platform to launch its 2018/19 season kit, once again demonstrating the club’s commitment to digital innovation. Following the announcement of its unique technical kit partnership with Fanatics, a global leader in performance sport garments and premium menswear brand LUKE 1977, AVFC has continued to break […]
Sports Direct has reported a sharp drop in annual profits, in part due to its exposure to struggling department store chain Debenhams. Pre-tax profits fell to £77.5m in the year to 29 April, down from £281.6m the year before. The drop was partly due to a £85.4m hit the retailer took on the value of […]
Click & Collect solutions have become a staple for omnichannel retailers, but many are still failing to optimise these offerings and are therefore missing out on improved customer interactions, according to the latest research from customer journey experts, Qmatic. New research which surveyed retailers on how they are currently offering Click & Collect services, as […]
While men (83%) believe they are more rational than women (74%) when shopping online, it is women who are most likely to get the best deals online this Amazon Prime Day, research by Clicktale predicts. 59% of women are more likely to seek out discounts and offers online compared with just 44% of men — […]
Airbnb has been warned that its terms and conditions fall foul of EU consumer rules, especially on pricing. The European Commission has told the firm to tell consumers up-front the total cost of renting a property, including service and cleaning charges. When this is not possible, it should at least warn them that there may […]
by Bastian Nominacher, co-founder and co-CEO, Celonis Over the past decade, digital disruptors have overturned almost every industry, with tech heavyweights such as Amazon, Uber and Airbnb transforming what it means to provide the very best customer service. As consumers, we’ve come to expect same-day delivery, more choice of product, more convenience and a near-instant […]
