Blog Squad

Why Mental Health Awareness Week Matters

by Elizabeth Akass, Editor, Engage Business Media Mental Health Awareness Week is an increasingly notable week in the year, running from 13th to 19th May in 2019. Started by the Mental Health Foundation in 2001, it is a pinnacle annual week for businesses, schools, and communities to normalise opening dialogues and reducing stigma around the […]

Engage Business Media Blog: March

In this new monthly Engage Business Media blog we cut through the clutter to pick out some of the key content focusing on themes and trends in the Customer and Employee Engagement sector. From national days to celebrate the workplace success, to upcoming events that should be in all your diaries, here are some of […]

Automation AI and Robotics Forum Chair’s Report: Martin Hill Wilson

Automation AI and Robotics command daily headlines given the pace of innovation. It therefore makes for good conferences as this one indeed proved to be. I was chair and this is a flavour of what was explored on the day. The inimitable Brian Manusama from Gartner started proceedings with a disturbing quote. “The country that […]

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, […]