Blog Squad

Future of the Contact Centre: Gerry Brown Chair’s Report from Hall 2

The 2019 Future of the Contact Centre Conference, where I chaired Hall 2, provided a fascinating and absorbing insight into the changing world of the contact centre and the elements shaping its future. which was perhaps echoed by the sub-title of the conference Contact Centres at the Crossroads.  Many pundits have been predicting the demise […]

Customer Engagement Summit Hall Chair Report – Nick Brice

We opened in the Blue Hall after coffee looking at how Voice of the Employee had been front and centre of the business for Formica’s European Business, where in 2015 engagement figures had ebbed to less than 50%.  Emma Dixon, joining Formica after a spell at BT, showed us how leadership development can support the […]

Customer Engagement Summit Hall Chair Report – Cathy Brown

As always, such a pleasure to be chairing a great set of speakers at the 2018 Customer Engagement Summit. Inspired by the plenary speakers, especially Gavin Ingham giving us real insight into what gives us the edge at work, we started straight in on our Customer and Employee Engagement stream in style! Our first speaker […]

Customer Engagement Summit Hall Chair Report – Gerry Brown

This year’s Engage Customer Summit, where I chaired Hall 3, featured a healthy mix of companies well known for great customer experience complemented by sincere and engaging presentations from those companies that don’t make the CX headlines or the award shows, but have an equally strong commitment to improving the lives of their customers and […]

Why Customer Experience is King

In today’s economy, consumers have more options than ever, and they know it. Thanks to the Internet, they can get whatever they want, whenever they want it. As a result, they increasingly value great experiences and the ability to connect with other people. This “people economy” is emotional. It’s a different game, with different rules, […]

How Chatbots are changing the Customer Experience landscape

By Nate Simmons COO at GameOn Technology Thanks to the artificial intelligence (AI) mechanisms powering them, chatbots are completely changing the customer service landscape. The best ones deliver a customer experience (CX) in which customers cannot tell if they are communicating with a human or a computer. AI has come a long way in recognising the […]

Customer Engagement Transformation Conference – Chair Report Hall 2: Nicholas Brice

Customer Engagement Transformation Conference Chair’s report Hall 2: Nicholas Brice Hall 2 was a really great place to be at the recent Customer Engagement Transformation. After some sparkling keynotes in the plenum session, we explored some of the innovative things happening in Financial Services and B2B and how people are enabling experience creators* to transform […]