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.
We are delighted to welcome you to this year’s CX Marketing Summit’s Industry Report. We hope you enjoy what’s inside! It has been a pleasure to put this Industry Report together as we have had the brilliant opportunity to speak to experts from a variety of industries in the customer experience marketing space and share their insights.
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.
Today our Editor, Lizzie Akass, is delighted to be joined by Joe Rice, Data & Enterprise Solutions at Twitter. Joe and his team help organisations gain actionable insight from Twitter data and supports the ecosystem of partners that serve brands.
Today our Editor, Lizzie Akass, is delighted to be joined by Charlie Clinton Data & Digital Innovation Manager at Unilever. Charlie is a digital marketing professional with combined agency and client side experience of 11 years. After several years overhauling
Today our Editor, Lizzie Akass, is delighted to be joined by Katherine Brown, Head of Marketing at So-Sure. Katherine is experienced in global brand, marketing and leadership consultancy. She has a proven track record of successfully launching and managing brands
As a leading source of news and media content to a global industry of CX marketing professionals, in April 2020 we decided to ask our community of 30,000 leaders how Covid-19 was affecting them from both a business and individual perspective, as this pandemic has changed the way that both organisations and humans will behave for the foreseeable future at the very least. In a ten-question survey that covers every angle associated with the changes brought about by Covid-19, key leaders in the marketing world gave up their valuable time to tell us how they feel, what they’re currently doing, what they wish they’d done differently and what they think the future holds. You’ll find the full list of answers comprehensively listed throughout the report, which hopefully makes for an insightful and interesting read that will help you on your own Covid-19 journey. So, if you’re ready to delve into the world of CX marketing and how your peers are coping with the impact of Covid-19, then let’s get started…
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!
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.
Condé Nast is a global media company that produces some of the world’s leading print, digital and video content, showcased on world-famous brands such as Vogue, GQ and
8th October at 12PM GMT Delivering CX excellence and smooth business processes is a vital part of differentiating in today’s busy markets. Without these, even great products
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
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
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’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
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
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
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