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Insights: Industry Reports

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.

2019 Customer Engagement Transformation Conference Industry Report

This edition has been a delight to put together as we have had the fantastic opportunity to speak to experts in the customer engagement space from a wide range of industry leading brands, sharing their insights and success stories.

Insights: Podcasts

Edelman – The importance of customer trust

Today our Editor, Lizzie Akass, is delighted to be joined by Gerry Wisiewski, Managing Director for Technology in the UK & Ireland, Edelman and a case study presenter at our 2019 Customer Engagement Summit. Gerry oversees Edelman’s Technology practice working

BuzzFeed – The digital marketing revolution

Today our Editor, Lizzie Akass, is delighted to be joined by James Lamon, Head of Content, Buzzfeed and a case study presenter at our 2019 Customer Engagement Summit. James heads up the BuzzFeed Content Team in the London. Together, the team produces branded and

Forza Football – User and Community Relations Manager Q&A

Today our Editor, Lizzie Akass, is delighted to be joined by Jozef Brodala, Community Manager at Forza Football and a case study presenter at our 2019 Customer Engagement Summit. Forza is one of the world’s largest and fastest-growing live score football apps,

Insights: Surveys

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!

Empowering your Business with Customer Intelligence

An Eptica Customer Intelligence Survey in Association with Engage Business Media. The overarching aim of this survey conducted by Engage Business Media on behalf of Eptica is to reinforce the vital importance of the customer experience to commercial success, while at the same time investigating the current state of play of existing Voice of the Customer strategies and solutions used within organisations.

Insights: Webinars

Webinars

Why Social Distancing Shouldn’t Mean Customer Distancing

None of us can ignore Covid-19 or the impact it has had on us all personally, changing our behaviour and the way we work, potentially forever. Customer Experience is vital at

Webinars

Research Results Revealed: How UK Businesses are Using AI to Improve CX

UK business executives are aware they do not have the artificial intelligence (AI) skills and knowledge to drive the customer experience (CX) that their organisations want to

Webinars

How an engaged community and insight synergy help drive Gymshark’s growth

Gymshark is a fitness apparel & accessories brand, manufacturer and online retailer, supported by millions of highly engaged social media followers and customers in over

Insights: White papers

The ROI of CX: The Impact of Customer Experience on the Bottom Line

The ROI of CX: The Impact of Customer Experience on the Bottom Line The business case for a VoC program comes down to a simple equation: happier customers = increased profits. Making an ROI-based

CX Nudge: How to get your stakeholders to want to take action

CX Nudge: How to get your stakeholders to want to take action Confirmit CX Nudge is a CX Engagement Toolkit that supports true business impact. We will focus on showing you how to better

Digital Training: Shaping the Future of Your Organisation

Digital Training: Shaping the Future of Your Organisation In the modern age of rapid technological developments, it’s important for businesses to adopt a method of employee training that is

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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