Webinars

Next Webinar

21 May 2019

How Channel 4’s insight programme secures revenue

Sponsored by

21st May
12PM

The media landscape is constantly changing and evolving. Viewers are spoiled with choice, and advertisers have higher expectations for proof of media effectiveness. To maintain a competitive edge, media require agile and actionable insights. Channel 4 puts viewers at the core of decision-making to continue being relevant and innovative for their audience and advertising partners.

Join this webinar to find out how viewer insight can help you to:

  • Grow and secure revenue by informing pitches, testing offers and proving value to advertising partners
  • De-risk decisions for strategy, content, marketing and product innovation to maintain viewers and revenue
  • Explore new opportunities for brand positioning and revenue streams
  • Integrate viewer data and audience insight
  • Raise the profile of your insight team

Presenters

Lucy Antoniou

Channel 4

Samantha Cannons

Channel 4

Alexandra Crossley

Vision Critical
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Lucy Antoniou

Research Manager
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Samantha Cannons

Senior Research Executive
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Alexandra Crossley

Director, Customer Success
Register for this webinar now

Upcoming Webinars

28 May 2019

Culture: Measuring the ‘Unmeasurable’

Sponsored by

28th may
12pm bst

In this webinar Andrew will explore why many organisations have difficulty coming to grips with their organisational culture. He will seek to explode many of the myths that surround culture and outline a simple framework through which it can be understood and successfully managed. He will do this with reference to recent research into the cultural factors behind gender inequality and the pay gap.

Presenters

Andrew Cocks

Questback

Steve Hurst

Engage Business Media
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Andrew Cocks

Occupational Psychologist

Andrew Cocks  is an assessment psychologist specialising in organisational culture and employee engagement. He has specialised in employee research for 20 years and has been Group Head of Engagement and Employer Brand at HSBC and European Head of Employee Engagement for Watson Wyatt. He currently provides consultancy services as an affiliate of Questback. Andrew designed the award-winning CultureQuest Parity, an assessment for organisations to help them understand the cultural root-causes of inequality and the gender pay gap and develop targeted interventions to help close it.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

29 May 2019

Engaging the Enterprise with ‘Unified Visual Communications’

Sponsored by

29th May
2pm

Effective and engaging communication is more than ever at the centre of today’s enterprise. To unlock maximum results, existing communication strategies and productivity tools can benefit from an overarching visualization layer which brings together content and enterprise data from various information silos.

In this session Mansour Brek, president of X2O Media will discuss 4 key learning pillars:

  1. The nature of work is changing
  2. A new generation of workers
  3. The information and data explosion
  4. How employ engagement increases with improved visualization and collaboration

Presenters

Mansour Brek

X2O Media

Steve Hurst

Engage Business Media
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Mansour Brek

President

Mansour Brek brings over 20 years of experience in managing large scale software development projects in industries ranging from flight simulation and broadcast television to digital signage and unified communications.  He is a recognized expert in the fields of real-time computer graphics, content management systems, and user interface design.  He was instrumental in taking both X2O media and VertigoXmedia from the start-up phase to a mature company with best of breed technology.  Mansour holds a bachelor’s degree in Engineering from McGill University.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

04 Jun 2019

Understanding and Applying Artificial Intelligence in Customer Service

Sponsored by

4th June
12pm

Artificial Intelligence (AI) has been hyped in the industry press in recent years as the primary disrupter of customer service delivery and enabler of CX aspirations. On the back of this, expectations are high that service organisations will become smarter because of AI, and staff more efficient and effective; leading to technology handling more interactions, fewer staff being needed, and better outcomes achieved.

The vision is one of contact centres where chatbots and virtual agents deal with all simple enquiries, and where human assistance is augmented by AI and technology to deliver consistent, high-quality service and outstanding performance.

But customer service (CS) leaders need to get past the hype promoted by technology vendors and consultants to identify the deeper realities – both rewards and risks – offered by these disruptive technologies. Can bots, machine assistance and AI deliver outcomes that the business can be proud of? And what investment in terms of effort, resources and money is needed?

Join this webinar to

  • Be introduced to AI in customer service
  • Understand what customer-facing and agent-assisting automation technologies can do
  • Gather insights into the business case for investing in AI-powered customer service tools
  • Avoid disappointments caused by lack of preparation and poor execution

SYKES is a customer service outsourcer with global operations and extensive digital and automation capabilities. Many SYKES clients have been helped to deploy digital customer service channels and to improve their customer experience provision. Today, SYKES is also helping organisations to harness advanced technologies in supporting their customers, and our agents, for both online and offline interactions. Our presenters, Victoria Georgalakis and Steve Gush, bring a wealth of expertise in optimising customer service operations for clients.

Presenters

Victoria Georgalakis

Sykes

Steve Gush

Global IT Digital Services

Steve Hurst

Engage Business Media
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Victoria Georgalakis

Senior Vice President, EMEA

Victoria Georgalakis heads up SYKES’ Global EMEA region, which serves the customer experience needs of clients across a broad range of industries. As a global business leader with more than 20 years of experience in achieving business growth and operational efficiencies, Victoria champions innovation in customer service delivery and is an advocate of automation and digitalization.

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Steve Gush

Vice President

Steve Gush has over 25 years’ experience in creating and developing technology solutions to deliver on business objectives.  Through time spent in healthcare and manufacturing organisations, as well as 20 years in front office customer experience services, Steve has managed both IT infrastructure teams and IS development teams. Working for SYKES, Steve has helped over 50 global organisations ranging from video game console manufacturers to banks in using technology to improve the customer experience.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

18 Jun 2019

How to boost your customer communication with WhatsApp: Use Cases from BMW, Pandora, Bloomberg Quint and more

Sponsored by

18th june 
12pm 

WhatsApp is used by over 1.5 billion people worldwide and messaging has become the number one communication channel today. Today’s customers don’t want to wait on hold or be flooded with meaningless emails – they want fast, personal and solution-oriented service via WhatsApp & Co.

The top messaging apps in all markets have begun offering solutions for innovative, effective customer communication – tools like the WhatsApp Business Solution or Apple Business Chat are making headlines and offering companies a new way to reach their customers. In this session, Madeleine Steup from MessengerPeople demonstrates why these options are a perfect fit for companies looking for new ways to engage with their customers and make their service more contemporary and convenient.

Webinar Topics:

  • Why messaging apps & Chatbots can enhance the customer relationship
  • How-To: Get inspired by successful use cases from companies like BMW, Pandora, Bloomberg Quint and more
  • Important details about data privacy – Exclusive deep dive into managing messaging app customer service in your daily business

Presenters

Madeleine Steup

Messenger People

Steve Hurst

Engage Business Media
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Madeleine Steup

Marketing Manager
Madeleine Steup is passionate about digital communication across disciplines, mediums, and cultures. After graduating summa cum laude from Indiana University, studying at the St. Petersburg State University in Russia with a FLAS Fellowship, and completing her M.A. at the Ludwig-Maximilians-Universität in Munich with a DAAD Study Scholarship, she has focused on international marketing and works at the leading SaaS provider for professional messenger communication, MessengerPeople. Madeleine has spoken at the CCW Berlin 2019, for the FinTech club in Munich, and at the Lyrik Kabinett München, and holds as native speaker all English-speaking webinars for the MessengerPeople.
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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Upcoming Webinars

20 Jun 2019

Seasalt Cornwall Case Study: Why Leaders really are the Key to Employee Engagement Success

Sponsored by

20th june
12pm

Leadership is regularly highlighted as a primary factor in employee engagement, but are we really getting this part of the jigsaw right?

Seasalt Cornwall has experienced rapid growth in the retail sector over the last few years. It also buck’s the recent trend on the high street and while others are closing Seasalt is opening.

This insightful session will introduce you to Seasalt Cornwall’s approach to leadership, how this and a number of other people interventions are driving their engagement in store, in its distribution centre and head office and how this is leading to high street success.

Presenters

James Hampton

Seasalt Cornwall

Steve Hurst

Engage Business Media
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James Hampton

Head of Learning and Development

James’ varied and extensive experiences in the Military, Further Education and most recently private sector Retail at Seasalt have enabled him to take a unique view on people development and employee engagement.  Since joining Seasalt in 2017, James has redesigned the learning strategy from a traditional order taker to modern business aligned provision, focussing on Leadership capability and performance.

Seeing Leadership as the key enabler to employee engagement has seen James gain recognition from the Learning and Performance Institute for Seasalt’s Leading people programme that focusses Seasalt Leaders on Emotional Intelligence, Coaching and High performance teams.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.

Register for this webinar now

Previous webinars

Not reaching all your employees? Mobile’s the solution — here’s how to drive adoption

How to Calculate the True Financial Cost of Downtime in your Contact Centre

How to write a winning awards entry

The Top 10 Use Cases for Contact Centre Analytics

Oddschecker Case Study: Accelerating Product Development with an Insight Community

A Blueprint for CRM Success

Global Radio Case Study: The Secret to our Insights-driven Success

How do you ensure your customers get the answers they need? A case study driven guide…

Digital Transformation of Customer Experience – How to Create a Channel of Choice Experience for your customers in 2019

What are your filthiest CX habits? And how can you break them?

QVC case study: The Evolution to a Customer-led, Multi Platform Brand

The reality of Voice of the Customer in the UK today: What are the current practices and how to get ready for a new area of customer intelligence that delivers?

High growth mode: How to ensure you have the right tools to scale and maintain a positive employee experience

Becoming an Employer of Choice

Orchestrating a Seamless and Efficient Customer Experience

Worldpay Case Study: Get contracts completed correctly and quickly every time

How GAME took the retail experience to the next level

How to drive business impact with CX: Putting the feedback where it counts

ING Case Study: Communicating to a Changing Workforce

RCS Messaging: The Next Generation of Mobile Engagement has arrived

People Power

How to fill the Missing Links in Your Employee Communications Plan

GDPR – 3 steps to move from compliance to CX excellence

CYBG: Embrace Digital Disruption

The Customer Data Too Often Overlooked by the C-Suite

Customer Service Chatbots

How knowledge plays the leading role in Equiniti’s digital transformation project

Marks & Spencer Case Study: Our Virtual Assistant Journey

The AI mix – why knowledge is the essential ingredient

Bridging the customer experience from Chatbot to human

Toyota: Voice of the Customer case study

How to write a winning Engage Awards entry

How to future proof your CX strategy

The fourth industrial revolution: transforming the contact centre

How to maximise learning retention to improve employee (and customer) engagement in your contact centre

Skybet’s Accelerated Growth with an Insight Community A Vision Critical Success Story

The CX Marketing Summit: Where you can learn everything you need to know about CX Marketing

THE CLOCK IS TICKING – A PRACTICAL APPROACH TO GDPR READINESS

The State of Customer Experience: Time to get real

How are House of Fraser delivering a premium customer experience online?

The HR Software Journey: Introducing Sophisticated Technology

Balanced Scorecard for Customer Service

Big Brother is watching and that’s a good thing!

Webinar: How to write a winning Awards entry

AXA Case Study: 3 Secrets to Building High Performing, Connected Sales and Service Teams

It’s All About The Customer – A Service Design Webinar

Reduce Customer Effort to Improve Positive Outcomes

Wolseley case study – How Cognitive Knowledge made it easier for our customers to do business with us

Making omnichannel a reality: learnings from major brands & tips to get started

Omnichannel = OMNICHOICES – We want it all and we want it now

Nando’s Case Study: Engaging with Customers for Next Generation Insight

Best Practices for a Seamless Omnichannel Customer Experience

Improving Experiences: The Power of People

Why Service Leaders Need a 2017 Strategy

Proactive Customer Service; Top Brands share their Top Tips

The Numbers Game: How to Use Data to Land Top Talent

Reinvigorating the eBay Brand from the Inside Out

How Customer Support in the Travel Industry is Really Flying

Demystifying web chat and how to make it work for your organisation

Building a Model for Customer Experience at Porsche

Orbit case study: How real-time feedback can transform an organisation’s culture

John Lewis Case Study: Look inward – Your employees deserve great customer service too

Three Trends for CX Success

Building The Best Team Within Lloyds Banking Group

Case study: How Trendsales support their customer experience

Innovation in Employee Engagement – Empowering MetLife Employees to Tell Their Own Story

“From zero to… not quite hero just yet” – Setting-up The Customer Service Environment

How IBM’s customers are using advanced analytics to drive employee engagement and improve business performance

Getting CX Fit – Training for VoC Success

How real-time emotion can lead to real-time results

Effortless Multichannel Customer Experience – A Case Study from TrustPilot Using Zendesk

How to succeed in the brave new world of customer and employee engagement

Transform your Business with your VoC Programme

How to build a global connected community of 50,000 people

Build a great customer experience with the future in mind

How online streaming company increased customer satisfaction and productivity

The Customer Hub – Imaging Next Generation Customer Engagement

Global Customer Experience Best Practice in Financial Services

Using Customer Journeys to engineer a great Customer Experience

Learning From The USA’s Customer Experience Leaders:

Global Best Practice In Retail Customer Experience

Key Design Features Of A VoC Program: Robust, Relevant And Prioritised

Take A Look At The Brave New World Of Personalised Video

The 2 Forces That Will Transform Insurance Customer Experience For Ever

4 Next-Level Customer Engagement Strategies To Boost Contact Center Efficiency

How To Be A Winner In The Contact Centre Environment Of 2020

Turn VOC Data Into Action

It’s All In The Details: Create Successful Website Monetisation

The 2014 Customer Experience Leaders: UK Analysis Release

Online reviews – creating value for businesses and their customers

Transforming Customer Engagement: Don’t Just Deliver Experiences, Engage

Connecting Customer Experience To Business Outcomes

Serving The Connected Customer

Contact Centres And The Omnichannel Customer – The Seven Steps To Digital Heaven

Ten Ways To Make Sure Your Contact Centre Is Not Just Another Service Silo

Building Your Customer Experience Strategy: Implementing A Joined-Up Approach

Why Smart Companies Are Integrating Customer Feedback And CRM

So What Is The Future For The Contact Centre?

Outsourcing Customer Services, So What Is The Future For BPO Customer Service And Care?

How To Build A Successful VOC Programme: The Seven Steps To Heaven Revealed

Charles Darwin, Evolution… And The Contact Centre

How Social Media Is Driving Consumer Behaviour

Mobile Customer Engagement

Customer And Contact Centres: Overcoming The Multichannel Disconnect