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

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.

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

Twitter – Leveraging the world’s largest focus group

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.

Unilever – Improving customer experience through meaningful content

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

so-sure – Paving the way for a new insurance norm

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

Searcys – The art of making a restaurant a destination

Today our Editor, Lizzie Akass, is delighted to be joined by Anna Fenten, Head of Brand, Marketing and Communications at Searcys. Anna looks after B2B and B2C proposition for one of the oldest hospitality and restaurant groups in the UK. She has a successful track

Oxfam – Implementing the golden rule of marketing

Today our Editor, Lizzie Akass, is delighted to be joined by James Sutton, Audience Planner at Oxfam. James is a marketing and branded content professional specialising in multichannel campaigns. Beginning his career in hospitality marketing before making the change

Canford School – Daring to be digitally different

Today our Editor, Lizzie Akass, is delighted to be joined by Philippa Scudds, Director of Marketing and Communications, Canford School. Philippa has over two decades’ experience working in marketing and communications across a diverse spectrum of business and

The growth mindset and changing of culture at Microsoft with Andrew McGuigan

Today our Editor, David Craik, is delighted to be joined by Andrew McGuigan, Worldwide Customer Service Strategy Leader at Microsoft and presenter at our 2019 Future of the Contact Centre Conference. Andrew is a senior, strategic leader specialising in contact

The connection between CX channels and demographic groups

Emerging CX Technologies with Matt Sims

The customer journey, the changing nature of the agent job, tools to improve CX and more

Building contact centres with agents working from home

The challenges of supporting the modern customer