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Insights: Industry Reports

2020 Future of the Contact Centre Conference Industry Report

A very warm welcome to this year’s Future of the Contact Centre Conference Industry Report. We hope you enjoy what’s inside! In the ever-evolving and increasingly digital world of customer service, it has never been more important to learn from brands excelling in this area. With this in mind, we hope you find this Industry Report informative and interesting.

2020 Customer Engagement Summit Industry Report

This edition has been a delight to put together as we have had the fantastic opportunity to speak with experts from a range of industry-leading brands in the customer engagement space. In the digital age, the world of customer engagement is rapidly changing and evolving, whilst customer expectations of an efficient, easy service continue to rise. Shared ideas and knowledge from brands staying ahead of the curve with innovative and forward-thinking approaches, whilst excelling in building and maintaining trusting, positive relationships with their consumers, can be invaluable. With this in mind, we hope that you find this Industry Report informative, helpful, and interesting.

2019 Focus Groups – September Supplement

On Thursday 26th September, the 2019 Engage Focus Groups took place at the Hilton Hotel in London. These focus groups created a space for senior, head of, and director-level personnel within the customer and employee engagement spaces from a wide variety of brands to share ideas and knowledge, ask questions from their professional peers, and raise points for discussion.

Insights: Podcasts

Responding to rapidly changing customer needs

Today our Editorial Director Steve Hurst is joined by Martin Hill-Wilson. Martin is an author, industry commentator, frequent conference chair and keynote speaker. He has deep experience in customer strategy from technology to culture. Currently he is leading the

A Lasting Legacy or Eternal Damnation – Why Redemption is in the clouds

Today our Editorial Director Steve Hurst is joined by Gerry Brown, aka The Customer Lifeguard, who is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service

Preparing for a recession: What needs rethinking in your customer strategy

Today our Editorial Director Steve Hurst is joined by Martin Hill-Wilson. Martin is an author, industry commentator, frequent conference chair and keynote speaker. He has deep experience in customer strategy from technology to culture. Currently he is leading the

Insights: Surveys

Engage Customer Covid-19 Industry Survey: Have Your Say

As a leading source of news and media content to a global industry of customer experience professionals, in April 2020 we decided to ask our community of 48,000 leaders how Covid-19 was affecting them from both a business and individual perspective, as this pandemic has changed the way that both organisations and humans will behave for the foreseeable future at the very least. In a ten-question survey that covers every angle associated with the changes brought about by Covid-19, key leaders in the CX world gave up their valuable time to tell us how they feel, what they’re currently doing, what they wish they’d done differently and what they think the future holds. You’ll find the full list of answers comprehensively listed throughout the report, which hopefully makes for an insightful and interesting read that will help you on your own Covid-19 journey.

Time for a Revolution: How to Beat the CX Slump

Has customer experience stalled? There are certainly indicators that suggest as much. Consumers question whether businesses are really taking their feedback seriously – with just 11% believing that to be the case. Meanwhile a rather weak 12% of people feel that brands have made significant improvements to the customer experience in recent years1. The Forrester US Customer Experience (CX) Index, 20192 shows that most brands are only achieving the dizzy heights of “ok” at the moment. In our survey we asked our audience whether they felt they needed evolution or revolution in the coming year. Most think that an evolutionary approach is right for them, but close to a quarter of our audience are ready for a revolution. Bring it on!

The State of CX in 2018: The Five Habits of Highly Effective CX Professionals

Welcome to the 2018 State of Customer Experience report. Like last year, we aimed to gather views from CX practitioners around the world to get a clear picture of the environment in which CX is operating. What are the pitfalls? Where are we making progress? What can we learn from more advanced industries? And, our usual question – “What would you wish for if you had a CX magic wand?” The results are illuminating. In this report we have identified five habits of highly effective CX professionals, based on responses from practitioners operating across the CX spectrum. You will find practical lessons you can put into action today, and understand how we – and you – can identify success in a CX programme. Spoiler alert – it’s all about the money!

Insights: Webinars

Webinars

Social Media Management: Lessons learned from the Ultimate Crisis

Covid-19 has, and continues to, rock organisations and the way they engage with their audiences to their core. While for some, the pandemic and its fall out has required them

Webinars

British Gas Case Study: Creating Digital-First Customer Engagement In The “New Normal”

Digital-first customer engagement is no longer an option for brands. In the world as we now know it, digital-first customer engagement has to be a must. But research shows that

Webinars

BUPA Case Study: Creating Long-Term Homeworking Strategies

What role can work-from-home play in your contact centre post lockdown? In this webinar, you will hear from Tom Doran, Customer Contact Remote Working Lead at BUPA, about

Insights: White papers

Leveraging Emotion to Improve & Elevate Contact Centre Performance

Leveraging Emotion to Improve & Elevate Contact Centre Performance Brands are officially doing business in what Forrester calls “The Age of the Customer.” In this new era, customer

Communication is Key to Remote Work: Empower Your Virtual Employees and Unlock Your Team’s Potential

Communication is Key to Remote Work: Empower Your Virtual Employees and Unlock Your Team's Potential Business continuity starts now To be successful, your business needs to be seamless

The Customer Experience Buyer’s Guide

The Customer Experience Buyer’s Guide Everything You Need to Know to Create Outstanding Customer Experiences How do you manage the customer experience without overwhelming teams or

Resource Hub: Chair’s Reports

Chair Report – Customer Engagement Summit 2019 – Jo Moffatt

Chair’s Report: VOE, VOC, VOB? Listen to the voices and build trust By Jo Moffatt, Co-Strategy Director and Radio Show Host, Engage for Success, and Managing Director, Woodreed Delegates in the Customer Engagement Summit in Hall 4 heard a lot of voices

Chair Report – Customer Engagement Summit 2019 – Manuela Pifani

By Manuela Pifani, Founder and Managing Director, CXellence Consulting This event never lets you down. I have been attending them for a few years now and they always prove to be an immense source of inspiring speakers and insightful case studies. Also, this

Chair Report – Future of the Contact Centre 2019 – Martin Hill-Wilson

Future of The Contact Centre – In Rude Health I’d Say The teaser for this event proclaimed that contact centres are at a crossroads. Either ascending in value to become the beating heart of the organisation. Or presumably absorbed into some form of Borg like

Resource Hub: Presentation Slides

2020 Future of the Contact Centre Conference

AVAILABLE PRESENTATIONS Plenary KEYNOTES 09:10 BT Case Study: Opening Keynote: The Autonomous Customer 2020 Nicola Millard, Head of Customer Insight & Futures, BT View Presentation Slides 09:35 RWE npower Case Study: Transforming

2019 Customer Engagement Summit

DAY 1 AVAILABLE PRESENTATIONS Plenary KEYNOTES 09:05 The Truth about Trust Helen Wilson, Global CXO of Customer Experience, Ipsos Mori View Presentation Slides 09:25 Where Brand Loyalty, Emotional Intelligence and Technology

2019 Customer Engagement Transformation Conference

  HALL 1 AVAILABLE PRESENTATIONS Plenary 09:05 Translating customer behaviour into £££ Colin Shaw, CEO & Founder, Beyond Philosophy View Presentation Slides 09:35 Becoming Millennial - Transforming

Resource Hub: Videos

Case Studies: All Case Studies

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