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Insights: Industry Reports

2019 Focus Groups – September Supplement

On Thursday 26th September, the 2019 Engage Focus Groups took place at the Hilton Hotel in London. These focus groups created a space for senior, head of, and director-level personnel within the customer and employee engagement spaces from a wide variety of brands to share ideas and knowledge, ask questions from their professional peers, and raise points for discussion.

2019 Customer Engagement Transformation Conference Industry Report

This edition has been a delight to put together as we have had the fantastic opportunity to speak to experts in the customer engagement space from a wide range of industry leading brands, sharing their insights and success stories.

2019 CX Marketing Summit Industry Report

We are delighted to welcome you to this year’s CX Marketing Summit’s Industry Report. We hope you enjoy what’s inside! It has been a pleasure to put this Industry Report together as we have had the brilliant opportunity to speak to experts from a variety of industries in the customer experience marketing space and share their insights.

Insights: Podcasts

Vogue International – Aligning content purposes to global audience needs

Today our Editor, Lizzie Akass, is delighted to be joined by Sarah Marshall, Head of Audience Growth at Vogue International and case study presenter at our 2019 Customer Engagement Transformation Conference. Sarah is responsible for the on-site and social growth of

Henshaws – How digital resources can empower people living with sight loss

Today our Editor, Lizzie Akass, is delighted to be joined by Louise Ferguson, Executive Assistant to the CEO at Henshaws Society for Blind People, and case study presenter at our 2019 Customer Engagement Transformation Conference. Louise was instrumental in the

BBC Studios – Why customer satisfaction starts with an engaged workforce

Today our Editor, Lizzie Akass, is delighted to be joined by Andrew Moultrie, Managing Director of Consumer Products & Publishing at BBC Studios, Board Member, and Non-Executive Director, and case study presenter at our 2019 Customer Engagement Transformation

Insights: Surveys

Time for a Revolution: How to Beat the CX Slump

Has customer experience stalled? There are certainly indicators that suggest as much. Consumers question whether businesses are really taking their feedback seriously – with just 11% believing that to be the case. Meanwhile a rather weak 12% of people feel that brands have made significant improvements to the customer experience in recent years1. The Forrester US Customer Experience (CX) Index, 20192 shows that most brands are only achieving the dizzy heights of “ok” at the moment. In our survey we asked our audience whether they felt they needed evolution or revolution in the coming year. Most think that an evolutionary approach is right for them, but close to a quarter of our audience are ready for a revolution. Bring it on!

The State of CX in 2018: The Five Habits of Highly Effective CX Professionals

Welcome to the 2018 State of Customer Experience report. Like last year, we aimed to gather views from CX practitioners around the world to get a clear picture of the environment in which CX is operating. What are the pitfalls? Where are we making progress? What can we learn from more advanced industries? And, our usual question – “What would you wish for if you had a CX magic wand?” The results are illuminating. In this report we have identified five habits of highly effective CX professionals, based on responses from practitioners operating across the CX spectrum. You will find practical lessons you can put into action today, and understand how we – and you – can identify success in a CX programme. Spoiler alert – it’s all about the money!

Empowering your Business with Customer Intelligence

An Eptica Customer Intelligence Survey in Association with Engage Business Media. The overarching aim of this survey conducted by Engage Business Media on behalf of Eptica is to reinforce the vital importance of the customer experience to commercial success, while at the same time investigating the current state of play of existing Voice of the Customer strategies and solutions used within organisations.

Insights: Webinars

Webinars

How Progressive Insights Teams are Improving Using Direct Customer Data

Vision Critical Insights Day Round-up: Showcasing trends and stories from some of our most visionary customers: Sky Bet, Salomon & Condé Nast. At Vision Critical

Webinars

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

8th October at 12PM GMT Delivering CX excellence and smooth business processes is a vital part of differentiating in today’s busy markets. Without these, even great products

Webinars

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

12th September at 12PM Every Workforce Management vendor promises a "better" approach to WFM. But who is it "better" for —your agents or your analysts? With two distinct

Insights: White papers

Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations

Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations New Verint global study of 34,000+ consumers across 18 countries explores how demand for

The Essential Guide to CRM, customers decide your fate

The right CRM solution can help you deliver great and lasting relationships. Here’s what to look for. If you’re satisfied with the status quo, read no further. This guide is not for

The Enterprise Guide to Customer Experience

You’ve conducted market research studies and you have access to transactional data, but how much do you really know about your customers?  The goal for a successful customer experience is a

Resource Hub: Chair’s Reports

Chair Report – Customer Engagement Summit 2019 – Jo Moffatt

Chair’s Report: VOE, VOC, VOB? Listen to the voices and build trust By Jo Moffatt, Co-Strategy Director and Radio Show Host, Engage for Success, and Managing Director, Woodreed Delegates in the Customer Engagement Summit in Hall 4 heard a lot of voices

Chair Report – Customer Engagement Summit 2019 – Manuela Pifani

By Manuela Pifani, Founder and Managing Director, CXellence Consulting This event never lets you down. I have been attending them for a few years now and they always prove to be an immense source of inspiring speakers and insightful case studies. Also, this

Chair Report – Future of the Contact Centre 2019 – Martin Hill-Wilson

Future of The Contact Centre – In Rude Health I’d Say The teaser for this event proclaimed that contact centres are at a crossroads. Either ascending in value to become the beating heart of the organisation. Or presumably absorbed into some form of Borg like

Resource Hub: Presentation Slides

2019 Customer Engagement Summit

DAY 1 AVAILABLE PRESENTATIONS Plenary KEYNOTES 09:05 The Truth about Trust Helen Wilson, Global CXO of Customer Experience, Ipsos Mori View Presentation Slides 09:25 Where Brand Loyalty, Emotional Intelligence and Technology

2019 Customer Engagement Transformation Conference

  HALL 1 AVAILABLE PRESENTATIONS Plenary 09:05 Translating customer behaviour into £££ Colin Shaw, CEO & Founder, Beyond Philosophy View Presentation Slides 09:35 Becoming Millennial - Transforming

2016 Future of the Contact Centre Leaders Forum Available Presentations

Available presentations 09:10-09:40 Opening Keynote: Superagent 2020 – The Future of the Contact Centre Dr Nicola Millard, Head of Customer Insight & Futures, BT View presentation 10:05-10:30 The Future of

Resource Hub: Videos

Case Studies: All Case Studies

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