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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

It Don’t Mean a Thing If It Ain’t Got That Swing – Winning at All Costs, Costs

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

Joining the Bots with Gerry Brown

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

Remote working and the contact centre – the rise of AI

Today our Editorial Director Steve Hurst is joined by Steve Morrell. Steve Morrell is Principal Analyst at ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the UK and US contact centre industries.

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

Solve the data challenge for personalised CX in 2022 and beyond!

A recent Forrester Consulting study found that 65% of marketers are unsure who their customers are.  Zero-party data - intentionally shared by consumers in exchange for an

Webinars

Should I stay or should I go? How established brands decide when to switch marketing automation vendors

The art of Marketing Automation vendor selection and migration boils down to risk management; anticipating issues before they become blockers and solving problems before they

Webinars

How to Execute Your Account-Based Marketing Strategy: Operationalising Your ABM Program

If you’re a B2B marketer, you’ve probably had conversations around the importance of having an ABM strategy. But you might not have spent as much time discussing how to

Insights: White papers

The 10 Best Ways to Increase ROI through your Website

The 10 Best Ways to Increase ROI through your Website Traditionally, a website would have played the role of an online brochure, showcasing generic information about your organization but by

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

Resource Hub: Chair’s Reports

Chair Report – CX Marketing Summit – Martin Hill-Wilson

Day 2 Chair’s Report: CX Marketing Summit 2020 By Martin Hill-Wilson, Founder at Brainfood Consulting I took over second day duties. It was a fast-paced day. In fact, I learnt something new within the first ten seconds of introducing my first speaker Tim

Chair Report – CX Marketing Summit – Manuela Pifani

Day 1 Chair’s Report: CX Marketing Summit 2020 By Manuela Pifani, Founder and Managing Director at CXellence This year I had the pleasure to host Day One of the virtual CX Marketing Summit, broadcasting live from the Engage Business Media studio. The

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

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

Facebook and Defected Records

Facebook and Defected Records...

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Expedia Case Study: How to shape CX measurement for impact

Expedia Case Study: How to shape CX...

Expedia
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Hawksmoor Case Study: Marketing 2.0 – Back to Basics for Hospitality

Hawksmoor Case Study: Marketing 2.0 – Back...

Hawksmoor
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Twitter: Lockdown 2020 – What social data can tell us about what’s next

Twitter: Lockdown 2020 – What social...

Twitter
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