resources to improve your CUSTOMER ENGAGEMENT STRATEGY

Singular's Scalable Customer Retention Strategy Using AI

This whitepaper from Gainsight offers a practical framework for organisations aiming to assess the effectiveness of their AI-driven customer support systems. It provides actionable insights into tracking key performance indicators such as cost savings, automation rates, containment rates, and customer satisfaction.

By aligning AI initiatives with clear business objectives and continuously monitoring outcomes, enterprises can demonstrate the tangible value of their conversational AI investments.

This guide is essential for teams seeking to optimise their AI strategies and ensure sustained success in digital customer engagement.

SS&C GLOBAL CONTACT CENTERCompliant, scalable and secure

The SS&C Global Contact Center fact sheet showcases a secure, scalable, and regulation-ready platform designed to unify voice, chat, email, and self-service into one intelligent system. With AI-driven tools, smart routing, automation, and real-time analytics, it helps organisations improve efficiency, compliance, and customer satisfaction. Backed by enterprise-grade security and global 24/7 support, SS&C empowers organisations to deliver seamless, compliant, and high-quality customer experiences at scale.

Measuring Conversational AI ROI: A Practical Guide for Enterprise Teams

Delve into this whitepaper by RASA which offers a comprehensive framework for organisations aiming to assess the effectiveness of their AI-driven customer support systems. It provides actionable insights into tracking key performance indicators such as cost savings, automation rates, containment rates, and customer satisfaction.

By aligning AI initiatives with clear business objectives and continuously monitoring outcomes, enterprises can demonstrate the tangible value of their conversational AI investments.

This guide is essential for teams seeking to optimise their AI strategies and ensure sustained success in digital customer engagement.

NFON Contact Center

This whitepaper by NFON showcases a cloud-based platform that unifies voice, email, chat, SMS, WhatsApp, and social media into a single interface. By integrating AI tools for tasks like ticket summarisation, email drafting, and chatbot support, the platform streamlines workflows, boosts efficiency, and allows agents to focus on complex interactions. GDPR-compliant and scalable, it offers organisations a modern, flexible solution to enhance customer service, improve response times, and elevate overall support quality.

The First Visual AI Support Agent

This Fullview report introduces a transformative approach to customer support, focusing on AI-driven visual assistance to enhance user engagement and reduce resolution times. Unlike traditional chatbots, Fullview's AI agent can see users' screens, understand the context, and guide them through complex interfaces in real time.

This capability allows organisations to offer proactive, in-product support that feels intuitive and personal.

Elevate Every Conversation

The Dialpad report reveals how AI-driven unified communications are transforming customer engagement and team collaboration. By bringing calls, messages, meetings, and contact centre tools into one intelligent platform, organisations can eliminate silos, cut costs, and improve performance. With real-time insights, sentiment analysis, and automated call summaries, Dialpad empowers teams to deliver faster, smarter, and more personalised service.

This report offers a clear roadmap for organisations ready to modernise communication and elevate every customer interaction through AI-powered innovation.

The Future of the AI Assisted Agent

Step into the forefront of customer support innovation with Deepdesk’s new report, “AI-Assisted Agent: Trends Shaping Contact Centres in 2025 and Beyond.” This compelling guide argues that 2025 is the year organisations shift from tentative experimentation to full adoption of AI—not to replace human agents, but to amplify their impact.

The report shows how AI can take over repetitive tasks, surface real-time insights, and seamlessly integrate across communication channels, all while keeping a human in the loop to preserve empathy, trust, and regulatory compliance.

THE FUTURE OF CUSTOMER ENGAGEMENT:BUILDING CX ON QUALITY ASSURANCE,COACHING, AND CVM

The CoActivate: The Future of Customer Engagement report highlights how organisations can transform customer experience by reimagining Quality Assurance (QA) as the operational core of engagement rather than a back-office compliance task.

It demonstrates how modern, AI-driven QA empowers teams to analyse every interaction in real time, providing immediate insights that translate directly into meaningful coaching and improved performance. By linking QA with Customer Value Management, the report shows how data-driven insights can strengthen relationships, reduce churn, and create measurable growth.

Packed with practical frameworks and a compelling case study, CoActivate offers a clear roadmap for organisations ready to elevate customer experience through smarter, more proactive engagement.

Measuring and Increasing the ROI of Customer Experience

This whitepaper by CustomerSure provides a comprehensive guide for organisations looking to demonstrate the financial value of their customer experience (CX) initiatives. It explains how ROI in CX is generated through both value added—such as new customer acquisition, retention, and the ability to charge premium prices—and costs saved, including reduced complaints and more efficient processes.

This whitepaper is an essential resource for CX leaders and organisations seeking to align their customer experience strategies with measurable business impact.

Build vs. Buy: Considerations for Developing In-House Feedback Analysis Solutions

With the rise of large language models (LLMs), it’s tempting to develop your own system—but it can take far more time and resources than expected, and still fall short of your goals.

Caplena's latest guide walks you through the key questions to consider, covering project steps, timelines, and costs, so you can make informed decisions before investing in an AI solution.

CallMiner CX Landscape Report 2025

AI is no longer a future vision—it’s here, and it’s reshaping customer experience. CallMiner’s latest CX Landscape Report reveals how organisations are adopting AI to transform service, boost efficiency, and unlock deeper insights.

The research shows that almost all leaders now view AI as central to their CX strategy, with adoption accelerating year on year. Yet many still lack clear governance frameworks, and a large proportion admit they aren’t fully leveraging their customer data. This gap highlights both the opportunities and the risks ahead.

The report explores how organisations can strike the right balance between AI innovation and human connection—while ensuring ROI is measurable and sustainable.

The First Conversational Website

Commbox presents “The First Conversational Website”, a forward-looking whitepaper that reimagines your entire website as a conversational interface. Rather than limiting conversational AI to chat windows or support bots, this whitepaper argues for embedding conversational capabilities throughout the site to cut support costs, boost revenue, and improve CSAT.

Through real-world data—over 100 million conversations annually, across 12 countries, with more than 350 enterprise customers—Commbox demonstrates how a fully conversational website can transform customer engagement.

With enterprise-grade security in place, the whitepaper offers actionable insights for organisations aiming to blend marketing, sales and service via conversational experiences.

Connecting the Dots with AI

This whitepaper, licensed to Capita by Everest Group, explores how telecom operators can transform fragmented service models into cohesive, AI-enabled customer experience management (CXM) ecosystems.

It outlines the need for an end-to-end CX strategy that integrates sales, support, and marketing around the full customer journey, supported by interoperable systems and shared data platforms.

The paper highlights the challenges of siloed operations, the importance of seamless experiences, and the role of service providers in accelerating CX transformation. It also provides a case study on Freenet’s journey with Capita, offering insights into the practical application of these strategies.

Promises, Expecation and How to Avoid the CX Gap

Beehive Research’s new whitepaper, “Promises, Expectation and How to Avoid the CX Gap,” challenges organisations to move beyond simply claiming to be “customer-centric” and instead build a practical, consistent customer-experience framework where promises, expectations and actual delivery align.

It explores the CX gap — the mismatch between what organisations promise and what customers experience — and shows how to close it through clearer promises, empowered teams, continuous improvement and the right balance of qualitative and quantitative metrics.

Packed with guidance on aligning CX with business goals and measuring what truly matters, it’s an essential read for leaders looking to create a more trustworthy, reliable customer experience.

5 AI Trends Shaping Contact Centres in 2025

AI’s role in contact centres is rapidly expanding—and this whitepaper by Connect explores the five key trends that are set to reshape how support operations work in 2025.

It explains how contact centres are moving beyond simple predictive or conversational AI toward more advanced, controlled solutions, including generative AI (GenAI), autonomous “safe” AI models, and finely tuned large language models tailored to specific use cases.

You’ll also discover how hybrid workplaces drive new demands on workforce engagement tools, how AI is increasingly becoming central to compliance and security, and how quality-management systems are feeding into continuous improvement.

If you’re looking to understand which AI investments will make the biggest impact—and how to put guardrails in place to avoid common pitfalls—this is the guide to read.

AI-Scaled Customer Advocacy

This guide from Deeto gives customer marketers a practical playbook for scaling advocacy without chaos. It shows how to turn your scattered stories, spreadsheets, and manual outreach into a streamlined, effective system.

You’ll discover five simple plays to grow advocate engagement, make proof assets easy to find and update, personalise content by persona, and meaningfully track what’s driving impact.

Plus, there’s a case study from ParentSquare showing how they boosted reference-ready advocates and content volume without increasing headcount. If you want advocacy that works at scale, this is your roadmap.

AI Handbook

Discover the AI Handbook by Front—an approachable, 17-page guide designed to help teams bring AI into everyday work in a smart and responsible way. Whether you're new to AI or looking to improve how it’s used in your role, this handbook offers clear explanations of key concepts (like LLMs and prompt engineering), sample use-cases, practical “try this” prompts, and guidance on safety, accuracy, and ethical considerations.

It’s a great resource for anyone wanting to build confidence with AI tools and integrate them meaningfully across the organisation. 

Agent Assist in the World of AI

This IGT Solutions report explores how AI-powered Agent Assist is transforming airline customer support. By automating routine queries, providing real-time translation, and helping agents resolve issues faster, airlines can cut handling times by up to 30%, reduce costs by 25%, and deliver more consistent, personalised service.

Packed with practical use cases and success factors, it’s a must-read for organisations looking to modernise CX.

How to Launch Digital Products that Customers Love

In today’s fast-moving digital landscape, delivering seamless customer experiences without compromising on speed or innovation is essential.

This guide from Digivante walks you through the key challenges digital and ecommerce leaders face when launching new products—from shrinking release cycles and evolving technologies, to the pressure of testing across user devices and markets.

Discover their robust testing framework including usability, accessibility, localisation, regression, and mobile/browser compatibility. 

A CX Leader's Guide to CX Transformation with Interaction Analytics

Organisations are under increasing pressure to deliver faster, smarter, and more personalised customer interactions. This new report from Xdroid explores how advanced speech and interaction analytics are reshaping the contact centre — turning conversations into powerful insights that drive performance, compliance, and customer satisfaction.

Discover how AI-driven technology is helping organisations enhance quality, empower agents, and unlock opportunities for growth.

The State of AI in Customer Experience 2025

How can organisations adapt to rising expectations, deliver seamless hybrid experiences, and build lasting connections with their customers?

This new report from Zoom explores the evolving role of technology in customer engagement, uncovering key trends, insights, and strategies that leaders need to know to stay ahead. From operational efficiency to human-centred connections, it highlights how organisations can rethink engagement for long-term growth.

AI and The Next Generation of Customer Experiences

Customer experience is now a key driver of revenue and loyalty, with over half of customers willing to abandon a brand after a single poor interaction, while 70% are happy to pay more for exceptional support.

This new report, based on a Harris Poll survey commissioned by Decagon, explores how shifting consumer expectations, AI’s growing role, and generational preferences are reshaping customer relationships.

Packed with insights and practical takeaways, it’s essential reading for organisations looking to build stronger, more resilient connections with their customers.

Premium Plus: Your Zendesk One-Stop-Shop

Discover how Premium Plus — Zendesk’s EMEA Partner of the Year — helps organisations transform Customer Experience (CX) and Employee Services (EX) with AI-driven solutions, seamless implementations, and continuous optimisation.

In this whitepaper, you’ll see how leading brands have achieved measurable improvements, from reducing resolution times by 65% to boosting CSAT scores by nine points. You’ll learn how Zendesk AI empowers teams and customers alike, driving efficiency and autonomy, while scalable solutions across licences, integrations, reporting, and employee services ensure long-term success. Real client stories from organisations such as DPG Media, YOTEL, and MobilityPlus bring these results to life, highlighting how Premium Plus delivers not just fast and effective implementations but continuous improvements that maximise Zendesk’s potential.

Create Better Customerand Agent Experiences

Today’s customers expect fast, frictionless, and personalised service — no matter how they choose to connect. With a 360-degree view of each customer, agents can access real-time insights from past interactions, CRM systems, and back-office data to deliver truly contextual experiences that drive loyalty, reduce churn, and boost revenue.

Paired with Vonage Business Communications (UCaaS), this next-generation agent workspace offers organisations a single-vendor solution to elevate customer service, enhance employee satisfaction, and achieve stronger business results.

Download the whitepaper to see how integrated communication and customer insight can transform your service delivery.

Rewriting the Lifecycle Marketing Playbook with AI Decisioning

Discover how Hightouch transforms your cloud data warehouse into a powerful engine for real-time customer engagement. This whitepaper reveals how Hightouch’s Reverse ETL and Composable CDP solution empowers organisations to activate data directly into the tools your teams already use—marketing, sales, support, and beyond.

Say goodbye to rigid, black-box CDPs. With Hightouch, your data stays where it belongs—in your warehouse—giving you complete control, security, and flexibility. Build dynamic customer segments, launch highly personalised campaigns, and drive measurable outcomes, all without writing a single line of code.

KNOWLEDGE MANAGEMENT FOR CUSTOMER SERVICES

In today’s fast-paced, omnichannel world, great customer experiences depend on one thing: access to the right knowledge, at the right time.

This whitepaper from Mayday introduces a game-changing approach — Knowledge Empowerment — built with insights from 100+ CX leaders. Learn how to move beyond static document storage to dynamic, AI-powered knowledge systems that boost agent performance, reduce onboarding time, and transform customer service into a true profit centre.

AI-POWERED CUSTOMER ENGAGEMENT

As customer expectations continue to evolve and operational pressures mount, senior contact centre and customer experience professionals are increasingly turning to AI solutions to enhance engagement, improve efficiency and deliver exceptional service outcomes.

In partnership with ContactBabel, this report examines the critical business challenges facing today’s contact centres and explores how agentic AI – technology that extends beyond static chatbots to act as autonomous agents capable of understanding goals and executing across systems – will revolutionise customer engagement.

The Role of AI, Data and Personalisation in Transforming Customer Experience

In partnership with Treasure Data, we’ve explored how, in today’s rapidly evolving landscape, customer expectations are higher than ever. This report examines how organisations can harness customer data, leverage the power of AI, and deliver personalised experiences at scale. Discover how these three elements are coming together to create smarter, more intuitive customer journeys — and why getting it right is key to lasting success.

We’ve explored the topic through an episode of Engage Customer Talks, a Focus Group, a Podcast and a survey that was distributed to our Engage Customer community.

Within this supplement, you’ll be able to read more about our key findings, as well as catch-up on-demand on our activities.

Exploring the Findings of Zendesk's 2025 UK CX Trends Report

In partnership with Zendesk, we’ve explored the key trends shaping the future of customer experience in the UK. As expectations continue to rise and the pace of change accelerates, CX leaders are under more pressure than ever to deliver seamless, responsive and emotionally intelligent support.

This report delves into the standout findings from Zendesk’s latest CX Trends Report, highlighting what customers want in 2025 — and how organisations can respond. From the growing role of AI and automation to the need for empathetic, human-centred service, the insights offer a clear view of where UK CX is heading.

A Guide to Designing and Optimising Customer Journeys

Four in five brands expect to compete primarily on the strength of their customer experiences. That’s led to CX being a priority, which is a good thing. Unfortunately, it’s also inspired a lot of short-term thinking and short-sighted strategies.
Shortcuts, in a word.

Great customer experiences build brands. But they don’t just happen. They’re crafted with intent, informed by data, and executed by people for people. That’s where journey design and optimisation come in.

The difference between sector leaders and flash-in-the-pan brands boils down to how the business – as a whole, not just the marketing team – views, builds and maintains customer experiences.

Check out TapCXM's latest report!

The UK CX Report 2024

In this latest industry report by Ipsos in partnership with Engage Business Media we've conducted research into how customers feel about their recent experiences with different brands and industries. The results provide customer experience teams with analysis and insight to help them focus their efforts on what matters most to the customer.

Each participant was asked to evaluate two different customer experiences that they’d had over the last 12 months. The responses we received have been analysed and summarised by Ipsos CX professionals to provide the insight and narrative found in this report.

CX Wise: Transform Your Business Into a Customer Engagement Powerhouse Using the VEVE Framework

In this latest industry report by Davies Hickman in partnership with Engage Business Media we explore how customer engagement reaches far beyond the transaction a customer has with a product or service and is a vital ingredient for building good relationships with consumers.

Within this report, you’ll be able delve into how to engage customers more effectively and how to improve their experiences using the VEVE framework.

The Importance of EX and CX in Creating a Customer-Centric Culture

In partnership with Genesys, we’ve looked at how organisations can create a customer-centric culture where employees are passionate about creating a winning customer experience through sending out a survey to over 30,000 members of our Engage Customer community as well as hosting an episode of Engage Customer Talks, a podcast and a Focus Group.

Within this report, you’ll be able to read more about our key findings, as well as catch-up on-demand on our activities.

The Evolution of CX & Charting the Course Ahead

In partnership with Verint, we’ve examined critical topics within CX transformation taking place right now, and the challenges this places on organisations.

Within this supplement you’ll be able to explore our findings, as well as how the changes happening within AI can be applied to your customer engagement.

We hope you enjoy the report!

2024 Customer Engagement Transformation Conference Post-Event Report

From world-class case studies to live interviews and panel discussions, attendees came away armed with all the tools, techniques and insights they needed to implement effective and successful long-term customer engagement strategies.

Attendees at the Customer Engagement Transformation Conference left feeling equipped with exclusive insights from organisations that have transformed their strategies to meet customer demands and are reaping the rewards of loyalty as a result.

CX in the Age of AI

In partnership with Sabio and Genesys, we’ve embarked on a journey to unravel the presence of AI in today’s workplaces, sending out a survey to over 30,000 members of our Engage Customer community as well as hosting an episode of Engage Customer Talks, a podcast and a Focus Group.

Within this report, you’ll be able to read more about our key findings, as well as catch-up on-demand on our activities.

Future of Customer Contact Post-Event Report

At our Future of Customer Contact our speakers covered a wide breadth of subjects, exploring all aspects of customer service and experience; they looked back at what happened in 2023, presented a clear picture of the current landscape, and explained how we can overcome today’s challenges while making use of the present opportunities to drive future growth.

Get your hands on our detailed post-event report and uncover our attendees' valuable feedback, check out the day's snapshots,  access our on-demand content and more.

Future of Customer Contact Magazine

To prepare you for 2024 and what it might hold, we reached out to a number of industry experts to find out what they learned from the past year and what they predict for the new one. In this publication, we are sharing their predictions with the aim of helping you navigate the current landscape

We would like to thank our contributors and everyone who took part in the creation of this magazine.

Happy reading!

The UK CX Report 2023: Ipsos & Engage Business Media

In this unique cross-industry study, Engage Business Media and Ipsos worked in partnership to research how customers feel about their recent experiences with different brands and industries. The aim is to provide customer experience teams with analysis and insight that will help their organisations to focus on what matters most to the customer.

Engage Customer Magazine

With 2023 soon coming to an end, we are reflecting on the conferences we held, the ideas presented by our speakers, and the interviews we held with CX experts from around the world.

We would like to thank our contributors and everyone who took part in the creation of this magazine.

Happy reading!

2023 Customer Engagement Summit: Post-event Report

2023 saw Europe's largest customer engagement conference of its kind welcome over 1000 CX professionals, discussing the overarching theme of 'The Role of Human-Centricity in Cultivating Customer Belonging'.

From case studies to live interviews and panel discussions 2023 showcased innovative strategies that improve the overall customer experience and how to overcome customer pain points and create a seamless journey at every touchpoint.

To those that attended, it gave them key insights on focusing on how human-centricity is key in shaping a CX strategy that cultivates a sense of customer belonging. 

Customer Engagement Transformation Conference Post-Event Report

Attendees left the 2023 Customer Engagement Transformation Conference equipped with exclusive insights from organisations. 
Get your hands on our detailed post-event report and uncover our attendees' valuable feedback, check out the day's snapshots,  access our on-demand content and more.

Engage Awards Yearbook

Welcome to the Engage Awards Yearbook – a publication that’s designed to inspire and celebrate customer engagement excellence through the fantastic achievements of our 2022 winners. 

How to prepare for the future of customer contact

We're delighted to have been featured in The Sunday Times as part of Racontuer's Digital Transformation Report. Agility is one of the cornerstones of a successful modern business. And transformation is ultimately a quest for greater agility and efficiency. So which transformation strategies can help businesses cope with the challenges ahead?

The Future of Customer Contact Guide

The modern customer holds more power than ever, which means the experience you create for consumers has never been more crucial. In this guide, we'll look into the methods modern businesses are using to excel in customer experience and how you can implement them within your company.

Future of Sales - Engage Sales Magazine

Today, the world seems to be moving at an extraordinarily fast pace.
With the constant advancements and developments in technology, organisations and individuals are finding it challenging to keep up and stay ahead of the curve. For years, we at Engage Business Media have been committed to bringing you insights and advice from those leading the way, showcasing their exemplary engagement strategies at our events and conferences.

2023 Sales Engagement Summit Post-Event Report

Despite the cold weather and disruptive train strikes on the 6th of December, around 500 industry professionals walked through the doors of The Brewery for our 2023 Sales Engagement Summit!

Engage Sales Magazine

In this issue, we bring you an in-depth analysis of the current (and future) state of enablement, with advice from experts in the field.

Engage B2B Awards Yearbook

Welcome to the Engage B2B Awards Yearbook – a publication that’s designed to inspire and celebrate excellence in B2B Sales through the fantastic achievements of our 2022 winners.

Sales Velocity: The Crucial Equation Powering Today’s Best Sales Teams

The Sales Velocity equation is enabling today’s most successful sales leaders to generate 
more money, more quickly. In this How-to Guide, we explore what sales velocity is, what it will help you achieve, and how to drive it.

Selling in a Tough Climate

On a good day, 53% of why a client will choose you is the sales experience you offer. In times of uncertainty, this is greatly exaggerated. Buyers will choose the salesperson that understands their own unique challenges and can show them the way forward.

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 customer needs, eliminating friction points, and adding value to interactions across every channel.

Future of Marketing - Engage Martech Magazine

Today’s customers are more difficult to attract and retain than ever before. With increasing competition and ever-changing customer demands, marketers are left wondering what steps they must take to overcome today’s challenges. Knowing this, we at Engage MarTech shine a spotlight on those who think outside the box, launching creative and innovative engagement strategies.

Marketing Engagement Summit Post-Event Report

Despite the cold weather and disruptive train strikes on the 6th of December, around 500 industry professionals walked through the doors of The Brewery for our 2023 Marketing Engagement Summit!

Engage Martech Magazine

When December arrives, people begin to reflect on the year that has passed and outline their goals for the future. For this reason, in this issue of the Engage Magazine, we are also looking back at the events and conversations we’ve had in 2023 while deliberating what the future might hold.

Engage B2B Awards Yearbook

Welcome to the Engage B2B Awards Yearbook – a publication that’s designed to inspire and celebrate excellence in B2B Marketing through the fantastic achievements of our 2022 winners.

Customer Retention for Your Multichannel Loyalty Programme

Engage Customer & IPSOS Research 2025

Coming Soon.