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Ocado halts staff deliveries temporarily amid order backlog
Customer Contact

Ocado halts staff deliveries temporarily amid order...
Posted 01 September 2020
We’re finalists in both the AEO and Conference Awards!
Thought leadership

We’re finalists in both the AEO and Conference...
Posted 09 June 2020
Eat Out to Help Out discount used 64m times in three weeks
Customer Behaviour

Eat Out to Help Out discount used 64m times in...
Posted 20 August 2020
Recession and subscriber ‘guilt’ over luxury services
Customer Contact

Recession and subscriber ‘guilt’ over luxury...
Posted 20 August 2020

Engage Customer

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.

Restaurants at ‘critical risk’ of eviction by landlords
Thought leadership

Restaurants at ‘critical risk’ of ...
Posted 15 September 2020
Peloton sales surge as virus boosts home workouts
Customer Behaviour

Peloton sales surge as virus boosts home workouts ...
Posted 15 September 2020
Shoppers prioritise price ahead of Black Friday & Christmas
Customer Behaviour

Shoppers prioritise price ahead of Black ...
Posted 15 September 2020
Staying on track: managing digital conversations for Travel & Transport
Guest Blogger

Staying on track: managing digital ...
Posted 15 September 2020
Co-op to create 1,000 jobs and open 50 new stores
B2B Engagement

Co-op to create 1,000 jobs and open 50 new stores ...
Posted 09 September 2020
Affordability remains the top priority for the next generation of bill payers
Voice of the Customer

Affordability remains the top priority for the ...
Posted 08 September 2020
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Upcoming events

Virtual Customer Engagement Transformation
Virtual Customer Engagement Transformation

Virtual Customer Engagement Transformation
  • Conference
  • 24th & 25th September
  • VIRTUAL EVENT
Virtual Customer Engagement Summit
Virtual Customer Engagement Summit

Virtual Customer Engagement Summit
  • Summit
  • 2nd - 4th December
  • Virtual Event
Virtual International Engage Awards
Virtual International Engage Awards

Virtual International Engage Awards
  • Conference
  • 03 December 2020
  • VIRTUAL EVENT
Future of the Contact Centre
Future of the Contact Centre

Future of the Contact Centre
  • Conference
  • 12 February 2021
  • VICTORIA PARK PLAZA, LONDON
- view more -

Click to view recent event highlights videos …

Posted 15th April 2019
2020 Future of the Contact Centre Conference – Why Sponsor?

2020 Future of the Contact Centre Conference – Why Sponsor?
Posted 03 April 2020
2020 Future of the Contact Centre Conference Highlights Video

2020 Future of the Contact Centre Conference Highlights Video
Posted 03 April 2020
2019 Engage Awards Highlights Video

2019 Engage Awards Highlights Video
Posted 21 February 2020
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Webinars

How to look for AI Use Cases in your business

How to look for AI Use Cases in your business...

30th September 2020

The multiple use cases for AI in the changed world of remote working. How contact centres are being reinvented.

The multiple use cases for AI in the changed world of...

16th September 2020

Hybrid Homeworking: Making it work for your contact centre

Hybrid Homeworking: Making it work for your contact centre...

10th September 2020

- view more -

Podcasts

It Don't Mean a Thing If It Ain't Got That Swing -...

Gerry Brown

Joining the Bots...

Gerry Brown

Remote working and the contact centre - the rise of AI...

Steve Morrell

- view more -

White Papers

Engage Messaging: Keep the conversation going with...

15th September 2020

The “How to Build a Data-Driven Organisation” Free eBook...

27th August 2020

Remote Agent Playbook...

18th August 2020

- view more -
<span>Covid-19 Industry Survey: Have Your Say</span> - Free Download

Covid-19 Industry Survey: Have Your Say - Free Download

As a leading source of news and media content to a global industry of customer experience professionals, in April 2020 we decided to ask our community of 48,000 leaders how Covid-19 was affecting them from both a business and individual perspective, as this pandemic has changed the way that both organisations and humans will behave for the foreseeable future at the very least.

In a ten-question survey that covers every angle associated with the changes brought about by Covid-19, key leaders in the CX world gave up their valuable time to tell us how they feel, what they’re currently doing, what they wish they’d done differently and what they think the future holds. You’ll find the full list of answers comprehensively listed throughout the report, which hopefully makes for an insightful and interesting read that will help you on your own Covid-19 journey.

So, if you’re ready to delve into the world of customer experience and how your peers are coping with the impact of Covid-19, then let’s get started…

Download

Presentation Case Studies

How diverse collaboration can help prepare for the contact centre of the future

How diverse collaboration can help prepare for the contact centre of the future
The value of perfecting the fundamentals of customer service

The value of perfecting the fundamentals of customer service
Taking the digital approach

Taking the digital approach
Creating brand ambassadors through providing trustworthy and enjoyable customer experiences

Creating brand ambassadors through providing trustworthy and enjoyable customer experiences
- view more -

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