Webinars

Next Webinar

04 Oct 2018

People Power

Sponsored by

4th October
12:00pm

1-5 October 2018 is National Customer Service week.

We will be taking the opportunity to raise awareness of customer service, celebrate those who get it right and recognise the vital role it plays in successful business practice.

So, what does a good customer experience look like? The consensus has changed a lot over the decades. What we do know is, in a time-poor, one-click, cross-channel world, ‘polite and professional’ is no longer good enough.

All we hear about today 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 are always going to need people to deliver great customer service. In the new world, every customer touchpoint across whatever channel, is an opportunity to add value.

So, we need to be wary of leaving behind the people element. Best-in-class companies are those who recognise that spending time and effort on customer conversations, combined with the right mindset and skills, drives value.

Join Sally Earnshaw, Blue Sky’s MD in sharing her insight and stories around what drives exceptional customer service, gleaned from years of working with organisations leading the way (and those aspiring to get there).

Presenters

Sally Earnshaw

BlueSky

Steve Hurst

Engage Business Media
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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.

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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

11 Oct 2018

RCS Messaging: The Next Generation of Mobile Engagement has arrived

Sponsored by

11th October
12pm

Join our webinar to hear about the latest mobile messaging technology RCS.

Mobile messaging is evolving, and customer engagement is changing. Mobile is a vital channel in the customer journey and the path to purchase. We need to continue to adapt and align ourselves to the consumers’ needs (as they want to find/buy/learn/share/receive information).

As we know today’s consumers require engaging content that is relevant and timely, therefore it’s important to provide that information easily and instantly on their mobile devices as 90% of SMS are opened within 5 seconds.

The introduction of Rich Communication Services (RCS) is a new messaging technology that combines text with Rich Media content, enabling brands to deliver powerful, engaging and conversational messages to their customers in a way they are familiar with and most importantly can trust.

By joining the RCS webinar you will get to discover:

  • The latest mobile market trends
  • What RCS messaging & why it’s different
  • See how brands are using RCS messaging today

If you want to stay ahead of your competition and understand this new messaging solution, then register for this event today!

Presenters

Nick Millward

mGage

Steve Hurst

Engage Business Media
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Nick Millward

VP Europe

Nick Millward oversees commercial, marketing and products across Europe, based in London UK. He has a strong background in technology, product and marketing within the digital and mobile space.

Before joining mGage in 2014, Nick has held various senior positions at Vodafone, EE, Daily Mail and co-founded various small companies working on a global stage.
Nick holds a Bachelor of Engineering degree in Electronics from the University of Nottingham.

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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

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