Next Webinar

25 Jul 2018

The Customer Data Too Often Overlooked by the C-Suite

Sponsored by

25th July

Why contact centre analytics is key to identifying opportunities for growth

While businesses understand the need to change to stay at the top of their game, the reality of implementing change remains one of the greatest challenges.

In this session, Head of Solutions Engineering for EMEA at Calabrio, Charlie Snedden will reveal research undertaken by Calabrio with over 1,000 C-Suite executives in the U.S. and U.K. The Customer Data Too Often Overlooked by the C-suite: Why Contact Centre Analytics is Key to Identifying Opportunities for Growth uncovered that, overall, companies are relying on limited data points and are struggling to gain a holistic view of their customers. You’ll learn what factors executives say compel change in their organisations and the data sources they are relying on to inform their decisions.

Join us to hear:

  • What C-suite executives report as the key drivers of change for their organisation
  • Why executives recognise the need for better data analytics, but consult only a few sources
  • How businesses can better tap into the reliable, unbiased voice of the customer (VoC) data collected by their contact centre

You’ll also learn the five steps that your organisation can take to transform your contact centre into a key source of customer insights and a driver of business change


Charlie Snedden


Steve Hurst

Engage Business Media

Charlie Snedden

Head of Solution Engineering - EMEA

Charlie Snedden leads Solution Engineering in EMEA for Calabrio. Charlie joined Calabrio in 2015, bringing 20 years of contact centre experience and extensive knowledge of workforce management, quality management and analytics. He oversees pre-sales engagements to help customer contact organisations define their planning and quality strategies to deliver great service and customer experience.


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

26 Jul 2018

CYBG: Embrace Digital Disruption

Sponsored by

26th July

CYBG PLC is a proud, independent banking group with three strong, trusted brands; Clydesdale Bank, Yorkshire Bank and B, 2.8 million customers nationwide, and an extensive distribution capability that includes over 160 customer banking centres.

As a business they did not want to just embrace the digital disruption in the banking industry – they wanted to lead it to deliver on their ambitious growth strategy.

The launch of B, an intuitive digital banking service targeting a younger, more digitally enabled customer meant they had to transform into a fully customer-led, insights-driven organisation.

Join the webinar to find out:

  • How they targeted new, more profitable customer segments successfully
  • How they deliver a superior customer experience by adding value at every customer interaction
  • How insights will continue to fuel their national growth strategy


Jaspreet Singh

Vision Critical

Laura Wasson

Clydesdale Bank

Madeleine Linden

Yorkshire Bank

Jaspreet Singh

Senior Customer Success Manager

Inspiring brands to become truly customer-led through building better relationships. The Vision Critical platform allows brands to connect and understand their customers through building engaged and secure insight communities that create authentic long-term relationships for a greater customer lifetime value.


Laura Wasson

Research Manager

Laura Wasson has been a Research Manager at Clydesdale Bank for just under 2 years


Madeleine Linden

Senior Manager, Research & Root Cause Analysis

Experienced Service Development Manager with a demonstrated history of working in the utilities industry. Strong support professional skilled in Business Transformation, Contact Centers, Business Strategy, Customer Relationship Management (CRM), and Business Process Improvement.

Register for this webinar now

Upcoming Webinars

02 Aug 2018

GDPR – 3 steps to move from compliance to CX excellence

Sponsored by

2nd August

Have you recovered from the GDPR hang-over yet? Following the scramble to get ready for May 25th and the weariness brought on by what seemed to be hundreds of emails with  privacy policies and consent requests – there is still work to do to ensure that your marketing efforts are compliant and customer experience can be taken to the next level!

As a sales or marketing leader or Data Privacy Officer, you may wonder how to best deal with these questions on an ongoing basis:

How do you:

  • Cope with Subject Access Requests?
  • Collect, surface and manage data from all kinds of systems within our organisation?
  • Handle consent across multiple channels?

High time to address those open questions!
Over time, you have collected mountains of data on your customers and prospects and your ability to continue running a successful business operation depends on how effectively you are able to manage this data. And this data is most crucially handled in a CRM and Marketing Automation system.

To help you get to the next level manage this data in a compliant and efficient way we have assembled a team of experts: they will provide answers to all the above questions and what to do next in a pragmatic way.

What you will learn by joining this webinar:

  • How to capture and manage data across your organisation
  • How a good CRM supports data privacy requirements
  • How effective content and personlisations with the right Marketing Automation System and Preference Centre can take your customer communication and experience to the next level


Phil Winters


Tanmaya Varma


Katie Jameson

Act-On Software, Inc.

Phil Winters

Strategic Advisor

Phil Winters’ passionate focus on the customer over more than three decades has earned him international recognition as an expert in customer experience, customer journey mapping and customer intelligence.

He defines new approaches that help organisations to raise their customer value and increase loyalty by delivering outstanding customer experience.


Tanmaya Varma

Global Director, Industry Solutions

I am a customer experience leader and an enterprise software expert with over 14 years of proven track record in making customers successful. I bring a unique and broad perspective on developing, implementing and selling enterprise software solutions, gained through roles in engineering, product management, consulting and pre-sales.


Katie Jameson

Head of EMEA Marketing

Action-orientated marketing professional with experience in Technology and Software B2B Marketing at Global, European and UK levels. I have experience in go-to-market planning and execution in support of strategic goals and objectives covering prospect, client, partner and internal communications. I am highly driven with a proven track record of success in global and local markets with enthusiasm and a positive attitude to life and work.

Register for this webinar now

Upcoming Webinars

04 Oct 2018

People Power

Sponsored by

When you look at organisational strategy today, all we hear about is getting technology to do the work – AI, Big Data, all of those brilliant things that in the future are going to help with channel shift and personalisation. But we need to be wary of leaving behind the people element.

We are always going to require people to deliver customer service. In the new world, every touch point a customer has with an organisation, across whatever channel, is an opportunity to add value and to do good for the customer. It’s having the right people with the right skills and mindsets.

Today it’s about answering problems across a huge range of different channels. Wind forward to tomorrow and we’re coming to terms with the fact that the workforce is evolving (it’s not just millennials) and the human beings we are dealing with are very complex!


Sally Earnshaw


Steve Hurst

Engage Business Media

Sally Earnshaw

Managing Director

With a 20 year track record working in senior positions, Sally has developed and executed sales and service transformation programmes in a wide range of operational environments. This lends a depth of understanding to all sorts of client situations with resultant gravitas to the messages she shares. She has recently published her first book. Crack the Code: Upgrade your customer experience, one conversation at a time about the human code, called conversation, that’s undergoing a revolution thanks to cutting-edge research in neuroscience. But because it’s a people, rather than a tech, thing it’s being neglected by all but the super-smart few.


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

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 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