Customer Contact (incl BPO)

Utilities come out on top with two double winners at record breaking 2018 Engage Awards: Media companies and retailers also hit the heights

Utilities organisations Corona Energy and Northumbrian Water Group were both double category winners at Engage Business Media’s 2018 Engage Awards, the only customer and employee Awards programme, announced this week. Affinity Water also picked up an Award for the utilities sector, while Rachel Williams from SSE won the new individual ‘Tomorrow’s Leader’ category, making it […]

2018 Customer Engagement Summit held over two days for the first time: And hailed as the biggest and best yet

Engage Business Media’s  seventh flagship Customer Engagement Summit, a seminal event firmly established as Europe’s premier and most highly regarded customer and employee engagement conference, was held this week for the first time over two days, and was universally hailed by delegates, speakers and sponsors as the biggest and best yet. Our CPD accredited Summit […]

The five habits of highly effective CX professionals revealed in new industry report

There are five key habits that successful CX professionals have in common, according to the newly published State of Customer Experience 2018 report. The study is one of the most comprehensive global surveys of CX practitioners and was carried out by Confirmit in partnership with Engage Business Media. The resulting report, the State of Customer […]

New Look may lose more than 120 UK stores as it attempts to revive its fortunes

More than 120 New Look stores may close at it tries to revive its fortunes. The fashion retailer said in March it would shut 60 stores through a restructuring deal with its creditors, to cut costs and improve profitability. On Tuesday it said that had risen to 85, because landlords have been exercising their rights under the […]

UK Customer Experience showing little sign of improvement says new report

Customer experience (CX) in the UK has shown little sign of improvement in the last year, according to the latest analysis by KPMG Nunwood. However, whilst consumers generally felt their experiences with British brands were ‘average’ overall1, challenger banks first direct and Metro Bank, along with cosmetic retailer Lush, were among the businesses bucking the […]

Ikea looks set to open more small stores in the UK

Swedish furniture retailer Ikea looks set to roll out its smaller city centre store format after seeing a positive response to its first outlet in London. UK boss Javier Quinones said the London shop was a “learning experiment” but its success meant the format was likely to expand to other UK cities. The concept allows […]