resources to improve your CUSTOMER ENGAGEMENT STRATEGY

The Role of AI, Data and Personalisation in Transforming Customer Experience

In partnership with Treasure Data, we’ve explored how, in today’s rapidly evolving landscape, customer expectations are higher than ever. This report examines how organisations can harness customer data, leverage the power of AI, and deliver personalised experiences at scale. Discover how these three elements are coming together to create smarter, more intuitive customer journeys — and why getting it right is key to lasting success.

We’ve explored the topic through an episode of Engage Customer Talks, a Focus Group, a Podcast and a survey that was distributed to our Engage Customer community.

Within this supplement, you’ll be able to read more about our key findings, as well as catch-up on-demand on our activities.

Exploring the Findings of Zendesk's 2025 UK CX Trends Report

In partnership with Zendesk, we’ve explored the key trends shaping the future of customer experience in the UK. As expectations continue to rise and the pace of change accelerates, CX leaders are under more pressure than ever to deliver seamless, responsive and emotionally intelligent support.

This report delves into the standout findings from Zendesk’s latest CX Trends Report, highlighting what customers want in 2025 — and how organisations can respond. From the growing role of AI and automation to the need for empathetic, human-centred service, the insights offer a clear view of where UK CX is heading.

A Guide to Designing and Optimising Customer Journeys

Four in five brands expect to compete primarily on the strength of their customer experiences. That’s led to CX being a priority, which is a good thing. Unfortunately, it’s also inspired a lot of short-term thinking and short-sighted strategies.
Shortcuts, in a word.

Great customer experiences build brands. But they don’t just happen. They’re crafted with intent, informed by data, and executed by people for people. That’s where journey design and optimisation come in.

The difference between sector leaders and flash-in-the-pan brands boils down to how the business – as a whole, not just the marketing team – views, builds and maintains customer experiences.

Check out TapCXM's latest report!

The UK CX Report 2024

In this latest industry report by Ipsos in partnership with Engage Business Media we've conducted research into how customers feel about their recent experiences with different brands and industries. The results provide customer experience teams with analysis and insight to help them focus their efforts on what matters most to the customer.

Each participant was asked to evaluate two different customer experiences that they’d had over the last 12 months. The responses we received have been analysed and summarised by Ipsos CX professionals to provide the insight and narrative found in this report.

CX Wise: Transform Your Business Into a Customer Engagement Powerhouse Using the VEVE Framework

In this latest industry report by Davies Hickman in partnership with Engage Business Media we explore how customer engagement reaches far beyond the transaction a customer has with a product or service and is a vital ingredient for building good relationships with consumers.

Within this report, you’ll be able delve into how to engage customers more effectively and how to improve their experiences using the VEVE framework.

The Importance of EX and CX in Creating a Customer-Centric Culture

In partnership with Genesys, we’ve looked at how organisations can create a customer-centric culture where employees are passionate about creating a winning customer experience through sending out a survey to over 30,000 members of our Engage Customer community as well as hosting an episode of Engage Customer Talks, a podcast and a Focus Group.

Within this report, you’ll be able to read more about our key findings, as well as catch-up on-demand on our activities.

The Evolution of CX & Charting the Course Ahead

In partnership with Verint, we’ve examined critical topics within CX transformation taking place right now, and the challenges this places on organisations.

Within this supplement you’ll be able to explore our findings, as well as how the changes happening within AI can be applied to your customer engagement.

We hope you enjoy the report!

2024 Customer Engagement Transformation Conference Post-Event Report

From world-class case studies to live interviews and panel discussions, attendees came away armed with all the tools, techniques and insights they needed to implement effective and successful long-term customer engagement strategies.

Attendees at the Customer Engagement Transformation Conference left feeling equipped with exclusive insights from organisations that have transformed their strategies to meet customer demands and are reaping the rewards of loyalty as a result.

CX in the Age of AI

In partnership with Sabio and Genesys, we’ve embarked on a journey to unravel the presence of AI in today’s workplaces, sending out a survey to over 30,000 members of our Engage Customer community as well as hosting an episode of Engage Customer Talks, a podcast and a Focus Group.

Within this report, you’ll be able to read more about our key findings, as well as catch-up on-demand on our activities.

Future of Customer Contact Post-Event Report

At our Future of Customer Contact our speakers covered a wide breadth of subjects, exploring all aspects of customer service and experience; they looked back at what happened in 2023, presented a clear picture of the current landscape, and explained how we can overcome today’s challenges while making use of the present opportunities to drive future growth.

Get your hands on our detailed post-event report and uncover our attendees' valuable feedback, check out the day's snapshots,  access our on-demand content and more.

Future of Customer Contact Magazine

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

We would like to thank our contributors and everyone who took part in the creation of this magazine.

Happy reading!

The UK CX Report 2023: Ipsos & Engage Business Media

In this unique cross-industry study, Engage Business Media and Ipsos worked in partnership to research how customers feel about their recent experiences with different brands and industries. The aim is to provide customer experience teams with analysis and insight that will help their organisations to focus on what matters most to the customer.

Engage Customer Magazine

With 2023 soon coming to an end, we are reflecting on the conferences we held, the ideas presented by our speakers, and the interviews we held with CX experts from around the world.

We would like to thank our contributors and everyone who took part in the creation of this magazine.

Happy reading!

2023 Customer Engagement Summit: Post-event Report

2023 saw Europe's largest customer engagement conference of its kind welcome over 1000 CX professionals, discussing the overarching theme of 'The Role of Human-Centricity in Cultivating Customer Belonging'.

From case studies to live interviews and panel discussions 2023 showcased innovative strategies that improve the overall customer experience and how to overcome customer pain points and create a seamless journey at every touchpoint.

To those that attended, it gave them key insights on focusing on how human-centricity is key in shaping a CX strategy that cultivates a sense of customer belonging. 

Customer Engagement Transformation Conference Post-Event Report

Attendees left the 2023 Customer Engagement Transformation Conference equipped with exclusive insights from organisations. 
Get your hands on our detailed post-event report and uncover our attendees' valuable feedback, check out the day's snapshots,  access our on-demand content and more.

Engage Awards Yearbook

Welcome to the Engage Awards Yearbook – a publication that’s designed to inspire and celebrate customer engagement excellence through the fantastic achievements of our 2022 winners. 

How to prepare for the future of customer contact

We're delighted to have been featured in The Sunday Times as part of Racontuer's Digital Transformation Report. Agility is one of the cornerstones of a successful modern business. And transformation is ultimately a quest for greater agility and efficiency. So which transformation strategies can help businesses cope with the challenges ahead?

The Future of Customer Contact Guide

The modern customer holds more power than ever, which means the experience you create for consumers has never been more crucial. In this guide, we'll look into the methods modern businesses are using to excel in customer experience and how you can implement them within your company.

Future of Sales - Engage Sales Magazine

Today, the world seems to be moving at an extraordinarily fast pace.
With the constant advancements and developments in technology, organisations and individuals are finding it challenging to keep up and stay ahead of the curve. For years, we at Engage Business Media have been committed to bringing you insights and advice from those leading the way, showcasing their exemplary engagement strategies at our events and conferences.

2023 Sales Engagement Summit Post-Event Report

Despite the cold weather and disruptive train strikes on the 6th of December, around 500 industry professionals walked through the doors of The Brewery for our 2023 Sales Engagement Summit!

Engage Sales Magazine

In this issue, we bring you an in-depth analysis of the current (and future) state of enablement, with advice from experts in the field.

Engage B2B Awards Yearbook

Welcome to the Engage B2B Awards Yearbook – a publication that’s designed to inspire and celebrate excellence in B2B Sales through the fantastic achievements of our 2022 winners.

Sales Velocity: The Crucial Equation Powering Today’s Best Sales Teams

The Sales Velocity equation is enabling today’s most successful sales leaders to generate 
more money, more quickly. In this How-to Guide, we explore what sales velocity is, what it will help you achieve, and how to drive it.

Selling in a Tough Climate

On a good day, 53% of why a client will choose you is the sales experience you offer. In times of uncertainty, this is greatly exaggerated. Buyers will choose the salesperson that understands their own unique challenges and can show them the way forward.

Customer Retention for Your Multichannel Loyalty Programme

Building customer loyalty is not just about offering reward points and promotions: it’s also the effort a brand shows in addressing customer needs, eliminating friction points, and adding value to interactions across every channel.

Future of Marketing - Engage Martech Magazine

Today’s customers are more difficult to attract and retain than ever before. With increasing competition and ever-changing customer demands, marketers are left wondering what steps they must take to overcome today’s challenges. Knowing this, we at Engage MarTech shine a spotlight on those who think outside the box, launching creative and innovative engagement strategies.

Marketing Engagement Summit Post-Event Report

Despite the cold weather and disruptive train strikes on the 6th of December, around 500 industry professionals walked through the doors of The Brewery for our 2023 Marketing Engagement Summit!

Engage Martech Magazine

When December arrives, people begin to reflect on the year that has passed and outline their goals for the future. For this reason, in this issue of the Engage Magazine, we are also looking back at the events and conversations we’ve had in 2023 while deliberating what the future might hold.

Engage B2B Awards Yearbook

Welcome to the Engage B2B Awards Yearbook – a publication that’s designed to inspire and celebrate excellence in B2B Marketing through the fantastic achievements of our 2022 winners.

Customer Retention for Your Multichannel Loyalty Programme