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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

How Mobile is Transforming Customer Engagement with Koby Amedume

Today our Editorial Director Steve Hurst is joined by Koby Amedume, International Marketing Director at NICE inContact. Koby is an exceptionally focused marketing director and leader with considerable experience across UK, EMEA, APAC and LATAM. Koby's an expert

It Don’t Mean a Thing If It Ain’t Got That Swing – Winning at All Costs, Costs

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

Joining the Bots

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

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

Optimising Communications in Work-From-Home Environments

As every contact centre manager knows, optimising operations to deliver quality customer at an acceptable price is far from easy. Everything from employee engagement

Webinars

Understanding What Your Agents are Thinking – Agent Index Report

Creating a workplace environment that supports agents' needs and desires can help your contact centre reduce high turnover rates, while at the same time setting agents up for

Webinars

The Influence of Mobile Communication on Today’s Omnichannel Customer Experience

Creating a more connected customer journey is the goal of every brand. Capturing and keeping customer attention is difficult with so many distractions vying for our time. How

Insights: White papers

Enhancing Agent Engagement: 5 WEM Strategies to Drive Better Customer Experience from the Inside Out

Enhancing Agent Engagement: 5 WEM Strategies to Drive Better Customer Experience from the Inside Out EX = CX: A RECIPE FOR SUCCESS As businesses in every industry increasingly compete on the

Future of Work: The Impact on Business, Consumers and Employees

Future of Work: The Impact on Business, Consumers and Employees People in many parts of the world are changing how and where they want to work, and it is nowhere more evident than in the United

The Talkdesk Customer Experience Maturity Model

The Talkdesk Customer Experience Maturity Model Companies want to improve their customer experience (CX) maturity and are working hard, taking steps to get there, but often continue to fall

Resource Hub: Chair’s Reports

Chair Report – Customer Engagement Transformation Conference 2020 – Gerry Brown

Day 2 Chair’s Report: Customer Engagement Transformation Conference 2020 By Gerry Brown, Chief Customer Rescue Officer at Customer Lifeguard As day two of the Customer Engagement conference dawned it was clear that the bar had been set very high the previous

Chair Report – Customer Engagement Transformation Conference 2020 – Martin Hill-Wilson

Day 1 Chair’s Report: Customer Engagement Transformation Conference 2020 By Martin Hill-Wilson, Founder at Brainfood Consulting The new season of virtual conference continues. Chairs are housed in TV studio style facilities, presenters appear via Zoom and

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

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

NatWest: Changing Customer Expectations

NatWest: Changing Customer Expectations...

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Gartner Keynote: How Inspirational Organizations Stand Out in Adapting to Customerssode

Gartner Keynote: How Inspirational...

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Twitter: Lockdown 2020-what social data can tell us about what’s next

Twitter: Lockdown 2020-what social data can...

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Santander: Embrace the Irrational. Behavioural science breeds better design

Santander: Embrace the Irrational. Behavioural...

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