Engage Magazine (February Issue): Now Available Online!

2023 presented organisations with a wide array of challenges and opportunities. Now, at the beginning of the new year, we are looking ahead optimistically and venturing further into the unknown.

To prepare you for 2024 and what it might hold, we reached out to a number of industry experts to find out what they learned from the past year and what they predict for the new one. In this publication, we are sharing their predictions with the aim of helping you navigate the current landscape (pgs. 4-7).

Furthermore, we are bringing you research from Forrester, ContactBabel, and Davies Hickman exploring the state of customer obsession in Europe (pgs. 10-11), UK contact centre trends for 2024 (pgs. 20-21) and what Gen Z expects from customer service (pgs. 28-29).

Aside from research and predictions, the pages ahead contain interviews with several CX authors. Aleksandra Pilniak, author of Why Your Customer Experience Program Will Fail… And 7 Proven Ways to Avoid It, reveals why 93% of all CX programs fail and what organisations can do to make sure they succeed (pgs. 16-17). Katie Mares, author of CustomHER Experience, tells us why women are ‘the world’s most influential customers’ and how you can better understand them (pgs. 24-25).

With our 2023 Engage Awards taking place at the end of last year, a large portion of this issue is dedicated to celebrating our winners and their successes.

More specifically, we are revealing the names of the companies who won an award and what they did to impress our judges (pgs. 34-37). In addition, we have conducted interviews with some of the winners, giving them the chance to share their stories in their own words and inspire others to follow in their footsteps (pgs. 38-47).

Finally, as the Editor of Engage Customer, I would like to thank our contributors and everyone who took part in the creation of this magazine.

Download the February issue here.

Happy reading!