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Insights: Industry Reports

Employee Engagement Summit Report 2019

This edition has been a delight to put together as we have had the fantastic opportunity to speak with experts from industry-leading brands within the employee engagement space. From the fashion retail industry, Pablo Camba from Inditex explains the importance of implementing defined career progression structures for employees to increase engagement and retainment, creating a stronger, more dedicated workforce, which ultimately results in higher customer satisfaction. James Hampton and Georgie Mills also contribute Seasalt Cornwall’s brand strategy in this area, utilising surveys and training to ensure positive communication with staff and to deal with issues before they arise.

Transformation Industry Report 2018

TRANSFORMING TO SURVIVE IN THIS BRAVE NEW CUSTOMER WORLD With the digital revolution in full swing, it’s imperative that organisations start to consider their customers’ needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing in front of our eyes. It can seem impossible to keep up with customer trends and implement a winning strategy, exclusive insights from organisations who have already transformed and are reaping the rewards of customer loyalty as a result.

Engage Customer Industry Report

This year’s Customer Engagement Summit was entitled ‘The Human Face of Engagement: Why People Come First’. Over two days some of the UK’s biggest and most innovative companies and organisations considered how being more human can enhance both the customer and employee experience. We hope you enjoy this Summit report and that some of the learnings can be rolled out to ensure that customers gain the respect and service they deserve from retail to transport and beyond.

Insights: Podcasts

The growth mindset and changing of culture at Microsoft with Andrew McGuigan

Today our Editor, David Craik, is delighted to be joined by Andrew McGuigan, Worldwide Customer Service Strategy Leader at Microsoft and presenter at our 2019 Future of the Contact Centre Conference. Andrew is a senior, strategic leader specialising in contact

The connection between CX channels and demographic groups

Emerging CX Technologies with Matt Sims

Insights: Surveys

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.

THE STATE OF CX: Time to get real

The aim of this survey was not only to get a sense of the current state of the CX nation, but to understand how Customer Experience professionals feel about their own programmes. From the barriers preventing progress, to what they are most proud of – and what they would do with a CX magic wand.

Insights: Webinars

Webinars

How to communicate with the modern employee

10th September at 12PM BST Our expectations for communications have increased drastically in the last decade with the proliferation of technologies that deliver valuable

Webinars

What makes a great leader?

25th July, 12pm Leadership development is a £300 Billion/ 334 Billion Euro/ $375 Billion industry. How will leadership need to evolve in the next five years in response to

Webinars

How To Boost Your Customer Communication With WhatsApp: Use Cases From BMW, Pandora, Bloomberg, Quint and more

18th June, 12pm WhatsApp is used by over 1.5 billion people worldwide and messaging has become the number one communication channel today. Today’s customers don’t want

Insights: White papers

Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations

Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations New Verint global study of 34,000+ consumers across 18 countries explores how demand for

The Essential Guide to CRM, customers decide your fate

The right CRM solution can help you deliver great and lasting relationships. Here’s what to look for. If you’re satisfied with the status quo, read no further. This guide is not for

The Enterprise Guide to Customer Experience

You’ve conducted market research studies and you have access to transactional data, but how much do you really know about your customers?  The goal for a successful customer experience is a

Resource Hub: Chair’s Reports

Chair Report – Customer Engagement Summit 2016 – Andrew McMillan

My Experiences As Chair Well, what a buzz! In an exciting start to the Customer & Employee Engagement stream first thing in Hall 4 we were packed out and standing to welcome our first speaker, Ian McVey. Ian, the Head of Enterprise Sales at Qualtrics, was

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

Chair Report – Future of the Contact Centre 2019 – Gerry Brown

Chair’s Report From Hall 2 The 2019 Future of the Contact Centre Conference, where I chaired Hall 2, provided a fascinating and absorbing insight into the changing world of the contact centre and the elements shaping its future. which was perhaps echoed by the

Resource Hub: Presentation Slides

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

2016 Future of the Contact Centre Leaders Forum Available Presentations

Available presentations 09:10-09:40 Opening Keynote: Superagent 2020 – The Future of the Contact Centre Dr Nicola Millard, Head of Customer Insight & Futures, BT View presentation 10:05-10:30 The Future of

2017 Future of the Contact Centre Conference Available Presentations

HALL 1 AVAILABLE PRESENTATIONS OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 1 09:10 Dixons Carphone Case Study: Digital Ambitions Jason Roberts, Head of KnowHow Customer Contact Centre, Dixons Carphone Group View

Resource Hub: Videos

Case Studies: All Case Studies

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