Previous webinars

Machines Boil the Ocean, Humans Analyse – How to Use Customer Analytics for CX and Business Process Excellence

Win-Win WFM: Best Practices to Make Life Easy for Contact Centre Managers AND Agents

How to communicate with the modern employee

Working with Microsoft and Wix: one of Israel’s largest private real estate groups on employee efficiency and customer satisfaction

Delivering high performing teams through strategic leadership

Seasalt Cornwall Case Study: Connecting the dots between employee engagement, leadership and business metrics

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

Delights, Customers, Action

Understanding and Applying Artificial Intelligence in Customer Service

Engaging the Enterprise with ‘Unified Visual Communications’

Culture: Measuring the ‘Unmeasurable’

How Channel 4’s insight programme secures revenue

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 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