Knowledge - Insights: Webinars
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Remote brand management: Britvic share how to holistically approach brand advocacy and engagement from home
Even before the impact of the global pandemic, remote working was becoming an ever more popular choice for employers and employees alike - with technology enabling many more
18th May 2021
12:00
Siobhan Cater, Hardeep Johal, Steve Hurst
Available on demand
12:00
Siobhan Cater, Hardeep Johal, Steve Hurst
Available on demand
How JustPark, Solvemate and Zendesk Created an Award-winning Customer Experience
Like many businesses focused on CX, JustPark was looking for a way to solve most customer service department’s main dilemma: How to reduce the wait time for customers while
27th April 2021
12:00
Gabor Gyenes, Kelly Davey, Steve Hurst
Available on demand
12:00
Gabor Gyenes, Kelly Davey, Steve Hurst
Available on demand
Social Media Management: How to do more with less in 2021
As we begin 2021 and plan for the year ahead, many organisations are faced with the prospect of ambitious targets but dwindling resources, in other words they’re tasked with
23rd February 2021
12:00
Becky Brynolf, Laura Smith, Steve Hurst
Available on demand
12:00
Becky Brynolf, Laura Smith, Steve Hurst
Available on demand
The CX trends that will define 2021
What should you expect in 2021? Following the release of the CX Mandate- where Freshworks conducted a survey of 1,500 customer service leaders to identify key themes that
02nd February 2021
12:00
Adrian Swinscoe, Jo Causon, Simon Johnson, Steve Hurst
Available on demand
12:00
Adrian Swinscoe, Jo Causon, Simon Johnson, Steve Hurst
Available on demand
musicMagpie case study: The chatbot requirement tipping point – when is it time to automate?
The promise of chatbots for customer service has been hyped for many years. A steady presence on the Gartner hype cycle which peaked in 2020, 2021 will see chatbots move into
28th January 2021
12:00
Jonathan Beirne, Kelly Davey, Steve Hurst
Available on demand
12:00
Jonathan Beirne, Kelly Davey, Steve Hurst
Available on demand
Digital-first: Why early adopters will thrive in the current climate
Many of us have become accustomed to working remotely and travelling less over the past few months, but as the UK starts to open up, we take a look at some of the lessons
29th September 2020
12:00
Steven Hughes, Dave Sayers, Jack Fox, Steve Hurst
Available on demand
12:00
Steven Hughes, Dave Sayers, Jack Fox, Steve Hurst
Available on demand
Missguided Case Study: Empowering fashionistas to self-serve with a Virtual Assistant
Leading fashion retailer, Missguided introduced its virtual assistant in 2018 to make the user experience more intuitive and reduce the amount of contacts in their contact
22nd September 2020
12:00
Scott Barker, Steve Hurst
Available on demand
12:00
Scott Barker, Steve Hurst
Available on demand
The multiple use cases for AI in the changed world of remote working. How contact centres are being reinvented.
Anticipating mixed location workforces, a digital first agenda and reprioritised customers expectations, contact centres continue to evolve during the current period of rapid
16th September 2020
12:00
Martin Hill-Wilson, Lyndon Myall, Steve Hurst
Available on demand
12:00
Martin Hill-Wilson, Lyndon Myall, Steve Hurst
Available on demand
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
02nd September 2020
14:00
Natalie Calvert, Gregg Widdowson, Steve Hurst
Available on demand
14:00
Natalie Calvert, Gregg Widdowson, Steve Hurst
Available on demand
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
22nd July 2020
12:00
Adam Wickson, Margaret Kerr, Katie Donaldson
Available on demand
12:00
Adam Wickson, Margaret Kerr, Katie Donaldson
Available on demand
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
23rd July 2020
12:00
Tom Bailey, Steve Hurst
Available on demand
12:00
Tom Bailey, Steve Hurst
Available on demand
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