As customer care becomes a competitive differentiator, contact centre leaders have a unique...
By Rod Jones, Consultant at Rod Jones Contact Centre Consulting “Customer engagement is more than a...
By Harry Hanson-Smith, VP of Northern Europe for Dynamic Yield by Mastercard As summer fades and...
By Rod Jones, Consultant at Rod Jones Contact Centre Consulting "Attracting customers is just the...
In a recent episode of The Voice of Customer Experience, host Gerry Brown sat down with Matias...
By Rod Jones, Consultant at Rod Jones Contact Centre Consulting "In the digital age, customer...
By Rod Jones, Consultant at Rod Jones Contact Centre Consulting “Customer experience isn’t a...
By Rod Jones, Consultant at Rod Jones Contact Centre Consulting "AI isn't about replacing...
By Harry Hanson-Smith, VP, Dynamic Yield by Mastercard
Across the digital landscape, artificial intelligence (AI) is no longer just a buzzword; it has...
As technology continues to rapidly evolve, AI is at the forefront of revolutionising customer...
By Jo Causon, CEO, The Institute of Customer Service
KPMG's report provides insights into top-performing companies in customer experience across various...
Discover the top customer experience trends that will shape the landscape in 2024 and beyond.
Steve Morrell, Managing Director of ContactBabel explores whether first-contact resolution is the...
Rod Jones, Rod Jones Contact Centres Consulting reveals why your business needs a customer...
Joe O’Brien, Head of Communications at Sabio Group, explores how organisations should deploy the...
Steve Morrell, Managing Director of ContactBabel, talks about the reality of customer experience,...
David White, Founder and CEO of David White Consulting examines how to create offers that increase...
With one in five brokers saying they don’t ‘get’ social media, Richard Morley, Broking Director at...
Sue Nimmo, Head of Customer Experience at Markerstudy Insurance Services Limited (MISL) explains...
Stephen Yap, Research Director of the CCMA, based on the research, reveals what is turning...
Data breaches can be devastating to both public and commercial organisations. Under UK GDPR they...
Engage Customer joins Tatum Bisley, a leading expert in contact centre innovation, who recently...
In the realm of modern business, especially amidst the powerful influence of social media, the art...
The call centre is a disaster. Staff are unmotivated and somewhat aggressive. It's a toxic and...
The call centre is a disaster. Staff are unmotivated and somewhat aggressive. It's a toxic and...
Delivering exceptional customer service is no longer a nice-to-have – it's a must.
By Matthew Chatterton, Research Director at Ipsos UK.
By Lawrence Heath, founding partner and lead CX strategist at Untangld and Sarah Jones, Experience...
By Leigh Hopwood, CEO of the CCMA
By Rod Jones, CX industry specialist
By Steve Morrell, Managing Director at ContactBabel Ltd.
By Brian Manusama, Executive Partner at Actionary
By Michelle Beeson, Senior Analyst at Forrester
By McKinsey & Company Operations
By Fiona Passantino, Founder of Executive Storylines AI is one of the world’s fastest growing...
By Colin Shaw, Founder of Beyond Philosophy and Host of ‘The Intuitive Customer Podcast’
By Sandra Haworth, Marketing Director at Cirrus
By Oliwia Berdak, VP research director, Forrester
By Simon Kriss, Chief Innovation Officer for the CX Innovation Institute, author of “The AI...
By Charlie Adams, Head of Customer Excellence at Castles Technology
Celebrity headliners, CX experts, and industry-leading brands will explore human-centricity’s role...
By Leigh Hopwood, CEO of the CCMA
By Rod Jones, CX Industry Specialist
By Steven van Belleghem, keynote speaker and author
By Simon Kriss, Chief Innovation Officer for the CX Innovation Institute
By Rod Jones, CX industry specialist
By Colin Shaw, Founder and CEO of Beyond Philosophy LLC
By Charlie Adams, Head of Customer Excellence at Castles Technology
By Ian Gibbs, Director of Insight at The Data & Marketing Association (DMA UK)
By Simon Kriss, Chief Innovation Officer for the CX Innovation Institute
By Marco Ndrecaj, Director of Contact Centre Services at SSCL
By Rod Jones, CX industry specialist
By Simon Kriss, Author of The AI Empowered Customer Experience
By Zsuzsa Kecsmar, Co-founder and Chief Strategy Officer of enterprise loyalty technology provider,...
To help marketers better understand their customers’ preferences using data insights, Director of...
By Angel Maldonado, CEO of Empathy.co
By Rod Jones, CX industry specialist
By Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard
By Stephen Yap, Research Director, CCMA UK
By Taavi Kotka, CEO and Founder of Koos
By Sergio Martin, Global Customer Support Manager (Resolutions) at IKEA
By Taavi Kotka, CEO and Founder of Koos
By Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard
By Dave D’Arcy, Founder of Laughing Leadership
By Karl Lillrud, a renowned expert in the field of Artificial Intelligence
By Mike Kiersey, Head of the EMEA Technology Organisation, Boomi
The eye of a needle is a term used by Jesus as recorded in the synoptic gospels: “I tell you the...
Do companies set out to win when they embark on a new project or change programme? Probably not,...
By Jennifer Olson, Executive Vice President of Customer Success at Align Technology
By James Hunnybourne, CRO at Ultima
Customer loyalty may not be at the front of your mind when you’re running marketing campaigns to...
It was great running a 90-minute breakout workshop at the Future of the Contact Centre Summit in...
Having automated, proactive conversations with your customers, driven by AI, is only possible if...
For AI to cement its place within consumers’ lives over the next 10 years, companies need to employ...
This month’s Future of Customer Contact Conference will be headlined by Andrew Davis, one of...
An Interview with Nicholas Brice, CEO of Soul Corporations and Sarah Hood, Global Head of...
With just two weeks to go until our upcoming Future of Customer Contact conference, we would like...
During the pandemic, many organisations turned to the digital space as the world was made to stay...
Emails and phone calls are proven ways to run a business but in this fast-paced technological...
In just three weeks, Engage Business Media will hold its first event of the year: the Future of...
As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally....
Marketers understand just how important it is to deliver a personalised and relevant customer...
The Guardian explains how it halved churn by perfecting the fundamental basics of its customer...
It takes a lot for a project to be a hit with all the judges and make the final of the Engage...
Earlier this week I attended the 2022 Customer Engagement Summit, hosted by the team here at Engage...
Are you in SHAPE to lead or influence the modern digital-hybrid organisation?
Research by the University of California looked into how some of our digital practices are...
In the lead up to the 2022 Customer Engagement Summit we spoke to Abdul Kahled, Head of Digital...
In the lead up to the 2022 Customer Engagement Summit we spoke to William Agnew, Experience Lead -...
Ahead of our flag ship event, the Customer Engagement Summit we spoke with Cheryl Graham, Service...
Belron studied Chinese wisdom to help it build a new omnichannel engagement framework to the joyful...
By Yasmin Peiris, Director, Customer Success, Mapp Digital Global retail sales will see reduced...
Need a little inspiration for your new CX strategy? We have found an insightful piece by SoftClouds...
Delivering a positive customer experience is at the heart of what we do at the Financial Services...
Don’t be scared to cut your losses if it’s blatantly obvious your most precious idea is heading...
I’ve had the pleasure of living and breathing issues of customer experience (CX) employee...
We talk a lot about how to nurture the customer through intelligent marketing processes, brand...
With a boom in demand for its customer service team, Dreams needed technology that would empower...
The operator said the move was part of ‘fundamental changes’ to its business strategy as it bids to...
American Express, the financial services brand, describes itself as “a global services company that...
Regular Engage Customer Contributor Mark Hillary has just published a new book titled ‘Don’t Fear...
Customer service teams are set to undergo major digital transformation and growth over the next...
With consumer behaviour changing rapidly over recent years, customer engagement is now one of the...
The ECCCSA Award finalists for 2021 were just announced a few days ago. The awards cover a number...
Leading online fashion retailer ASOS has topped a 2019 Retail Benchmark Report analysing online...
According to Salesforce research, 80% of consumers now believe the experience a company provides is...