Blog Squad

Optimising your brand experience to drive success

by Laurence Parkes, Chief Strategy Officer at Rufus Leonard The importance of brand experience  It’s only relatively recently that people have begun to use the term ‘brand experience’ (BX) to talk about how a brand lives across all of the touchpoints that customers interact. Not only does brand experience impact how a customer feels about […]

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, […]

Customer Engagement Summit Blog: David Wales

With the flagship Customer Engagement Summit just over a month away, we sat down with some of this year’s speakers to hear more about their industry and what you can expect from their case studies. Today, we took five with David, Customer Experience Manager, Kent Fire and Rescue Service. Tell us more about the customer […]

Giving charities back their shine

The key role of contactability in rebuilding the public image of third sector organisations By Chris Robinson, CEO Yonder Digital Group The UK third sector comprises over 167,000 charities in England and Wales with a total combined income of £73.1bn annually. Yet the charities sector has recently taken some hard knocks to its reputation. The […]

Harnessing the power of Wi-Fi to deepen the customer connection

By Patricia Hume, Chief Operations Officer at iPass ­ Despite hype around 5G networks and increased data allowances included in our monthly mobile plans, we still prefer accessing information and staying connected via Wi-Fi. This continuing demand is clearly demonstrated by the recent string of connectivity projects bringing Wi-Fi to the general public. From BT’s […]

Customer Engagement Summit Blog: Peter Evia-Rhodes

With the flagship Customer Engagement Summit just a few weeks away, we sat down with some of this year’s speakers to hear more about their industry and what you can expect from their case studies. Today, we took five with Peter Evia-Rhodes, Head of Engagement, Operation and Retention at News UK. Tell us more about […]

Customer Engagement Summit Blog: Julia Barbosa

With the flagship Customer Engagement Summit just a few weeks away, we sat down with some of this year’s speakers to hear more about their industry and what you can expect from their case studies. Today, we took five with Julia Barbosa, Special Projects Lead at Save the Children. Tell us more about the customer […]

How to go from compliance to CX excellence in the GDPR era

By Tanmaya Varma, Director Industry Solutions, SugarCRM We are well into the GDPR era, and businesses are starting to feel its effect. In a recent straw poll on an Engage Customer webinar, close to 50 per cent of respondents revealed their business is already seeing Subject Access Requests (SAR) in one form or another. We’re […]