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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

Fireside Chat with Ayman Husain, Director of Customer Success – Intelligent Cloud at Microsoft

Today we’re joined by Gerry Brown and Ayman Husain. Ever wondered what it’s like to be working for the world renouned trillion dollar technology company Microsoft? Join our exclusive podcast with Ayman Husain, Director of Customer Success – Intelligent

Virtual Future of the Contact Centre Case Study Preview: Mark Billingham – The Very Group

Today we’re joined by Martin Hill-Wilson and Mark Billingham. Martin is one of the chairs of our Virtual Future of the Contact Centre Conference taking place on 10th and 11th February and is also the Founder of Brainfood Consulting. He designs masterclasses and

Virtual Future of the Contact Centre Case Study Preview: Colin Crowley – Freshly

Today we are joined by Gerry Brown and Colin Crowley. Gerry is one of the chairs of our Virtual Future of the Contact Centre Conference taking place on 10th and 11th February and is also known as the Customer Lifeguard, on a mission to save the world from bad

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

Solve the data challenge for personalised CX in 2022 and beyond!

A recent Forrester Consulting study found that 65% of marketers are unsure who their customers are.  Zero-party data - intentionally shared by consumers in exchange for an

Webinars

3 Ways to Keep your CX Initiatives from Drying on the Vine

Webinar time: 3:30PM GMT/4:30PM CET Customer Experience (CX) Initiatives are hard, especially when coupled with a software implementation. They require lots of planning,

Webinars

How the cloud has changed our strategic approach

In this webinar, customer engagement expert Martin Hill-Wilson of Brainfood discusses with Steven Fricker how the cloud has changed tech procurement and strategy. They look at

Insights: White papers

Customer Retention for your Multichannel Loyalty Programme

Customer Retention for your Multichannel Loyalty Programme Building customer loyalty is not just about offering reward points and promotions: it’s also the effort a brand shows in addressing

Segmentation & Personalisation – Marketing Matters for 2021 and Beyond

Segmentation & Personalisation - Marketing Matters for 2021 and Beyond For marketers, in a post cookie world, data mining -- and the insights gained from its analysis -- could make the

Guidebook: How to create social media content that shines

Guidebook: How to create social media content that shines A guide to doing more with less in 2021! We can all agree that 2020 was sent to try us. We adapted to remote working, liaising with

Resource Hub: Chair’s Reports

Chair Report – Customer Engagement Summit 2020 – Nicholas Brice

Day 2 Chair’s Report: Customer Engagement Summit 2020 By Nicholas Brice, CEO at Soul Corporations It was a great pleasure to host the second day of the Customer Engagement Summit in the superb virtual studio the team at Engage Business Media have created. It

Chair Report – Customer Engagement Summit 2020 – Martin Hill-Wilson

Day 1 Chair’s Report: Customer Engagement Summit 2020 By Martin Hill-Wilson, Founder at Brainfood Consulting Another year. This time virtual. Starting to feel like it is a normal way of chairing a conference. But in truth it remains extraordinary times.

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

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

An exclusive interview with Thomas Reby at Google

An exclusive interview with Thomas Reby at Google...

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An exclusive interview with Anand Roy at The Walt Disney Company

An exclusive interview with Anand Roy at The...

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notonthehighstreet.com Case Study: Earning trust and loyalty in a world post-lockdown – Emilie Mouquot, Notonthehighstreet

notonthehighstreet.com Case Study: Earning...

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Deliveroo Case Study: Learning from lockdown with Deliveroo – Stanford Swinton, Deliveroo

Deliveroo Case Study: Learning from lockdown...

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