Knowledge

Insights: Industry Reports

2019 Customer Engagement Transformation Conference Industry Report

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.

2019 CX Marketing Summit Industry Report

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.

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.

Insights: Podcasts

Can We Talk? Conversation Not Confrontation is a Key to Winning Customers Hearts

Today our Editorial Director Steve Hurst is joined by Gerry Brown, aka The Customer Lifeguard, who is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service

Responding to rapidly changing customer needs

Today our Editorial Director Steve Hurst is joined by Martin Hill-Wilson. Martin is an author, industry commentator, frequent conference chair and keynote speaker. He has deep experience in customer strategy from technology to culture. Currently he is leading the

Preparing for a recession: What needs rethinking in your customer strategy

Today our Editorial Director Steve Hurst is joined by Martin Hill-Wilson. Martin is an author, industry commentator, frequent conference chair and keynote speaker. He has deep experience in customer strategy from technology to culture. Currently he is leading the

Insights: Surveys

CX Marketing Industry Survey: Have Your Say

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…

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.

Insights: Webinars

Webinars

Mobile-First Customer Care: Many Channels, One Device

Customers have a mobile-first mindset. They expect to be able to use their smartphones to access all channels: voice, chat, video, among others. And they expect contact centres

Webinars

Sky Case Study: How We Became the Most Successful Entrants in the 2019 Engage Awards

Are you looking at entering the 2020 Engage Awards andwondering how to shape your answers to each of the six entry questions tomaximise your chance of success? Then join our

Webinars

Creating Digital-First Customer Engagement In The “New Normal”

Digital-first customer engagement is no longer an option for brands. In the world as we now know it, digital-first customer engagement has to be a must. But research shows that

Insights: White papers

Agile Customer Experience: What It Is and Why It’s Important

Long Hold Times Are Killing Your Customer Experience Waiting on hold to get help is inevitable. That being said, long wait times, being bounced around to multiple people, and inability to resolve

Long Hold Times Are Killing Your Customer Experience

Long Hold Times Are Killing Your Customer Experience Waiting on hold to get help is inevitable. That being said, long wait times, being bounced around to multiple people, and inability to resolve

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

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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