Webinars

Next Webinar

22 Jan 2019

What are your filthiest CX habits? And how can you break them?

Sponsored by

DATE: 22nd JANUARY
TIME: 12PM GMT

What are your worst habits? Biting your fingernails? Swearing? Expecting everyone in the business to care as much about Net Promoter Score as you do?

Confirmit surveyed 700 customer experience professionals and we’ve crunched the numbers to reveal the five habits that underpin the most successful programs.

Join Claire Sporton, SVP CX Innovation at Confirmit as she reveals the habits you need to adopt to get your program to fly. She’ll explain:

  • The importance of setting clear goals (expect to hear the phrase “show me the money!”)
  • Why tangible action is better than chasing the metrics
  • How to get everyone behind your program to drive a customer-centric culture
  • Why the phrase “what’s next?” should never be far from your lips in 2019.

67% of CX professionals we surveyed don’t believe their programs are driving innovation. Register for this webinar today to make sure you’re not one of them.

Presenters

Claire Sporton

Confirmit

Steve Hurst

Engage Business Media
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Claire Sporton

SVP, CX Innovation

Claire has specialized in customer feedback for well over 15 years. Claire has run programmes in the Financial Services sector, and more recently supported a wide range of organizations in the development and implementation of programs that not only drive improvement in customer experience but deliver measurable business results.

Claire’s passion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organisation to do the right thing for both their customers and the business as a whole.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

23 Jan 2019

Digital Transformation of Customer Experience – How to Create a Channel of Choice Experience for your customers in 2019

Sponsored by

DATE: 23RD JANUARY
TIME: 12PM GMT

If you work in Communications, Marketing or Customer Services, you’ll understand that your customers possess a diverse set of needs, making it essential to provide them with ‘channels of choice’. Offering customers flexible ways to engage with your organisation leads to deeper levels of engagement and a more coherent experience.

Key to any onboarding or customer experience journey, remaining competitive and identifying customer journey gaps will improve the effectiveness of the journey. Once you are enabled to automate the capture, process and delivery of the fundamentals to your customer’s channel of choice you can decide what needs to be optimised and how the journey affects the customer’s perspective.

In this webinar CX Insights explores how an omni-channel platform can streamline the customer communication management journey and, thus, increase customer satisfaction, loyalty and advocacy. We will take you on financial services provider Totemic’s journey to reconnect and drive loyalty with their customers and will uncoverBrightside’s digital transformation to optimise their processes and ultimately gain a new competitive edge.

With a step by step guide on identifying the journeys that really matter you will be enabled to build your customer experience plan and set your focus this year to stay ahead in a digitally dynamic age.

Presenters

Nick Scarff

Data Capture Solutions

Simon Howell

DocCentrics

Steve Hurst

Engage Business Media
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Nick Scarff

Managing Director

Nick is Managing Director of Data Capture Solutions (www.dcs.co.uk) and has worked in the document capture and process automation solution market for 20 years. During this time he has worked for a number of software organisations which have been instrumental in helping organisations with digital transformation initiatives surrounding documents and data in Customer Experience functions.

Nick’s approach is to gain a strong understanding of your business needs and challenge you to understand how to improve your processes to help with compliance, customer onboarding, GDPR and scalability. He has worked across a number of industry sectors including financial services, retail and public sector to maximise process efficiency and reduce risk.

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Simon Howell

CEO

Simon is the CEO of DocCentrics (www.doccentrics.com) and works closely with clients across a variety of sectors including insurance, legal and healthcare. Utilising advancements in technology, Simon helps organisations to improve their customer communications and enhance the overall customer experience.

Having worked on many enterprise initiatives, Simon has a wealth of experience helping organisations implement communication solutions that foster cross-team collaborations and improve speed to market. This is balanced with an in-depth knowledge of compliance and data security requirements in an ever-changing digital world.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

29 Jan 2019

How do you ensure your customers get the answers they need? A case study driven guide…

Sponsored by

Date: 29th January
Time: 12pm GMT

If your company is providing customer service, you’ll understand that your customers have a number of different reasons to reach out, making it essential to provide them with advanced professional answers. Giving your customers consistent and accurate answers across different channels ensures a more coherent customer experience and deeper levels of engagement.

With the adoption of new customer facing technologies including chatbots and voice assistants, a central knowledge base is needed to make sure the same message is shared from all touch-points.

In this webinar we will explore some of the key challenges organisations are facing and how increasingly critical knowledge management is becoming. We will run through recent developments in the sector and use case study examples as to how KMS lighthouse is assisting its customers to provide accurate and consistent answers in every interaction creating a single unified customer experience.

Presenters

Doron Gower

KMS Lighthouse

Ilay Rennert

KMS Lighthouse

Steve Hurst

Engage Business Media
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Doron Gower

Chief Solution Architect

Doron has many years of experience in the field of customer experience serving our clients and global partners as our Chief Solution Architect. In this role he has visited large international enterprises around the world from Manila to Arizona, sharing insights, training, presentations and product demonstrations. Doron holds an MA in Land Economy from the University of Cambridge.

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Ilay Rennert

Vice President Sales

Ilay leads Lighthouse global expansion, channel partner development and business operations. He brings over a decade of experience leading SaaS product growth, driving revenue, introducing SaaS product to new markets and building channel program and OEMs. Prior to KMS Lighthouse, Ilay held various leadership positions in cyber security companies where he successfully built and scaled SaaS activities in Europe and Asia.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

31 Jan 2019

Global Radio Case Study: The Secret to our Insights-driven Success

Sponsored by

Date: 31st January
Time: 12PM GMT

Global Radio is one of the world’s leading media & entertainment groups with a portfolio of radio stations reaching 25 million people every week. They also host the biggest hit music events in the UK twice a year: Capital’s Summertime Ball and Capital’s Jingle Ball.

The UK media landscape is fiercely competitive and constantly transforming as audiences seek to consume content on their own terms, across multiple devices.

Global identified the need to invest in accessible customer insight in order to identify new market opportunities to drive revenue growth, continue to achieve audience growth, and deliver faster and more efficient research to internal stakeholders.

Watch our webinar to hear directly from Global’s Head of Commercial Insight, Kate on the below:

  • How the team invested in a relationship-based approach to customer insight with an insight community
  • The impact their insights-driven approach has had on driving ad revenue
  • How they managed to increase their research output and conduct 50 projects in 2018, and still save £400,000 in research costs
  • Best practices on closing the customer feedback loop and establishing a value exchange with members

Presenters

Kate Rutter

Global Radio

Eric Dymond

Vision Critical

Steve Hurst

Engage Business Media
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Kate Rutter

Head of Commercial Insight
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Eric Dymond

Senior Customer Success Manager

Responsible for strategy, retention and expansion of 10 separate client accounts
Ensure each customers’ success, engaging with their customers through Insight Communities run on Vision Critical’s platform
Customer consultant for Insight Community management and member engagement
Sell and act as lead contact for projects, engaging supporting teams
Demonstrate Insight Community return on investment to client’s internal stakeholders
Create engaging presentations for and lead internal/external meetings in person
Generate content for customer events and use cases
Produce product demo videos for sales pitches
Manager of best Insight Community in EMEA 2016 and 2017

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Previous webinars

QVC case study: The Evolution to a Customer-led, Multi Platform Brand

The reality of Voice of the Customer in the UK today: What are the current practices and how to get ready for a new area of customer intelligence that delivers?

High growth mode: How to ensure you have the right tools to scale and maintain a positive employee experience

Becoming an Employer of Choice

Orchestrating a Seamless and Efficient Customer Experience

Worldpay Case Study: Get contracts completed correctly and quickly every time

How GAME took the retail experience to the next level

How to drive business impact with CX: Putting the feedback where it counts

ING Case Study: Communicating to a Changing Workforce

RCS Messaging: The Next Generation of Mobile Engagement has arrived

People Power

How to fill the Missing Links in Your Employee Communications Plan

GDPR – 3 steps to move from compliance to CX excellence

CYBG: Embrace Digital Disruption

The Customer Data Too Often Overlooked by the C-Suite

Customer Service Chatbots

How knowledge plays the leading role in Equiniti’s digital transformation project

Marks & Spencer Case Study: Our Virtual Assistant Journey

The AI mix – why knowledge is the essential ingredient

Bridging the customer experience from Chatbot to human

Toyota: Voice of the Customer case study

How to write a winning Engage Awards entry

How to future proof your CX strategy

The fourth industrial revolution: transforming the contact centre

How to maximise learning retention to improve employee (and customer) engagement in your contact centre

Skybet’s Accelerated Growth with an Insight Community A Vision Critical Success Story

The CX Marketing Summit: Where you can learn everything you need to know about CX Marketing

The clock is ticking – a practical approach to GDPR readiness

The State of Customer Experience: Time to get real

How are House of Fraser delivering a premium customer experience online?

NHS Case Study: Engaging employees with energy and sustainability

AI, Chatbots & Live Chat: Separating Truth from Myth

Disruption and beauty working hand-in-hand

Maxing Today’s Intelligent Assistant Before Next Year’s ‘Must Have’ Arrive

UK Brands and Digital Customer Experience in 2017

Preventing call centre fraud

How To Get Off To A Fast Start With Your Intelligent Assistant Programme

Optichannel And AI – The Shape of Future Customer Contact Strategy

Connected, Proactive, Predictive: The New World of Customer Service

Accelerating Customer Experience Utilising Digital Adoption and NLP

What’s your best use case for Intelligent Assistance?

How Digital Solutions Can Drive Behavioural Change

THE HR TRANSFORMATION JOURNEY: MELIN HOMES CASE STUDY

Balanced Scorecard for Customer Service

Big Brother is watching and that’s a good thing!

Webinar: How to write a winning Awards entry

AXA Case Study: 3 Secrets to Building High Performing, Connected Sales and Service Teams

It’s All About The Customer – A Service Design Webinar

Reduce Customer Effort to Improve Positive Outcomes

Wolseley case study – How Cognitive Knowledge made it easier for our customers to do business with us

Making omnichannel a reality: learnings from major brands & tips to get started

Omnichannel = OMNICHOICES – We want it all and we want it now

Nando’s Case Study: Engaging with Customers for Next Generation Insight

Best Practices for a Seamless Omnichannel Customer Experience

Improving Experiences: The Power of People

Why Service Leaders Need a 2017 Strategy

Proactive Customer Service; Top Brands share their Top Tips

The Numbers Game: How to Use Data to Land Top Talent

Reinvigorating the eBay Brand from the Inside Out

How Customer Support in the Travel Industry is Really Flying

Demystifying web chat and how to make it work for your organisation

Building a Model for Customer Experience at Porsche

Orbit case study: How real-time feedback can transform an organisation’s culture

John Lewis Case Study: Look inward – Your employees deserve great customer service too

Three Trends for CX Success

Building The Best Team Within Lloyds Banking Group

Case study: How Trendsales support their customer experience

Innovation in Employee Engagement – Empowering MetLife Employees to Tell Their Own Story

“From zero to… not quite hero just yet” – Setting-up The Customer Service Environment

How IBM’s customers are using advanced analytics to drive employee engagement and improve business performance

Getting CX Fit – Training for VoC Success

How real-time emotion can lead to real-time results

Effortless Multichannel Customer Experience – A Case Study from TrustPilot Using Zendesk

How to succeed in the brave new world of customer and employee engagement

Transform your Business with your VoC Programme

How to build a global connected community of 50,000 people

Build a great customer experience with the future in mind

How online streaming company increased customer satisfaction and productivity

The Customer Hub – Imaging Next Generation Customer Engagement

Global Customer Experience Best Practice in Financial Services

Using Customer Journeys to engineer a great Customer Experience

Learning From The USA’s Customer Experience Leaders:

Global Best Practice In Retail Customer Experience

Key Design Features Of A VoC Program: Robust, Relevant And Prioritised

Take A Look At The Brave New World Of Personalised Video

The 2 Forces That Will Transform Insurance Customer Experience For Ever

4 Next-Level Customer Engagement Strategies To Boost Contact Center Efficiency

How To Be A Winner In The Contact Centre Environment Of 2020

Turn VOC Data Into Action

It’s All In The Details: Create Successful Website Monetisation

The 2014 Customer Experience Leaders: UK Analysis Release

Online reviews – creating value for businesses and their customers

Transforming Customer Engagement: Don’t Just Deliver Experiences, Engage

Connecting Customer Experience To Business Outcomes

Serving The Connected Customer

Contact Centres And The Omnichannel Customer – The Seven Steps To Digital Heaven

Ten Ways To Make Sure Your Contact Centre Is Not Just Another Service Silo

Building Your Customer Experience Strategy: Implementing A Joined-Up Approach

Why Smart Companies Are Integrating Customer Feedback And CRM

So What Is The Future For The Contact Centre?

Outsourcing Customer Services, So What Is The Future For BPO Customer Service And Care?

How To Build A Successful VOC Programme: The Seven Steps To Heaven Revealed

Charles Darwin, Evolution… And The Contact Centre

How Social Media Is Driving Consumer Behaviour

Mobile Customer Engagement

Customer And Contact Centres: Overcoming The Multichannel Disconnect