Guest Blogger

By Elizabeth Akass, Editor, Engage Business Media

We are delighted to announce our brilliant line-up of speakers for our Customer Engagement Transformation Conference in London on 11th July. Representatives from iconic brands and organisations will be taking the stage, such as: Netflix, Google, The Telegraph,, Virgin Holidays, Virgin Atlantic Airways, Direct Line Group, and the Radisson Hotel Group. Other brilliant companies being represented include: Beyond Philosophy, Henley Business School, Customer Lifeguard, Hanover Communications, The Inner Circle, National Grid, Changing Health, Southeastern Railway, Nectar Sleep, Catch London, Sands, and Maitland/AMO.

Successful customer engagement is critical for businesses to survive and thrive in 2019, and the number of companies shifting their focus towards this area is ever-increasing. Recent statistics published show that 72% of businesses now say that improving customer experience is their top priority, and with the accompanying statistics brought to light, it is easy to see why.

Research shows that customer engagement is driven by price, quality, and convenience, and customer loyalty is driven by likeability and trust. Almost half of customers (45%) are even willing to pay more for a better customer service experience.

It is also reported that 70% of buying experiences are based on how the customer feels they are being treated, with 91% of customers feeling unwilling to do business with a company again after a bad customer service experience, and 95% of consumers stating that they talk about their negative customer service experiences with others. As a result, it is easy to see how mistakes in this area can have a severe knock-on effect on profits. In 2017, it was reported that customers switching to competitors for better customer service cost US businesses $1.6 trillion.

Technology also plays a significant role in this, transforming the way in which customers interact with businesses. Customer service interactions on Twitter alone have increased by 250% over the past two years, and the entire customer service experience is increasingly moving online, particularly on mobile devices (78% overall, and 90% for millennials). It is also reported that companies with the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak omni-channel strategies. Therefore, it is essential that businesses adapt to keep up with this changing and progressively technological area.

To help your company navigate and adapt to the ever-transforming world of customer engagement, our speakers have some fantastic case studies for you to look forward to. Some examples are:

Netflix’s Head of Customer Service, Dekyi Boorsma, will be sharing how Netflix provides excellent customer experience across multiple sites and in multiple languages, enabling them to drive continuous optimisation and strategy to foster a nimble and effective service organisation which delights customers and is ready to sustain a course of rapid growth and change.

Wally Brill, Head of Conversation Design Advocacy and Education at Google, will be discussing how advancements in technology is progressing customer service and engagement, including Metabots, Chatbots, Intelligent Assistants and Personality.

Ian Naylor, Head of Customer Operations Excellence at, will be sharing his expertise in digital customer journey re-engineering and the creation of customer insight capability to eliminate failure, increase customer loyalty, and significantly reduce cost. Ian is also a judge for our International Engage Awards, our industry awards programme which is the only awards programme to celebrate excellence within both customer and employee engagement.

Katrina King, Director of Customer Value and Expertise at Direct Line Group (DLG), will be sharing her insight on developing DLG’s ability to use data to aim to meet the needs of a diverse customer base and ensure the best possible experience for customers. Her current focus is on embedding DLG’s customer experience pillars as an ‘internal currency’ to ensure that everyone across the organisation has customer top of mind and all focus on continuing DLG’s customer experience transformation.

This is just a snippet of what you can expect from this year’s Customer Engagement Transformation Conference, creating a platform for knowledge and innovative ideas to be shared between industry leaders across multiple sectors. To book your place, visit:

We look forward to seeing you there!

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