Knowledge - 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.
Employee Engagement Summit Report 2019
This edition has been a delight to put together as we have had the fantastic opportunity to speak with experts from industry-leading brands within the employee engagement space. From the fashion retail industry, Pablo Camba from Inditex explains the importance of implementing defined career progression structures for employees to increase engagement and retainment, creating a stronger, more dedicated workforce, which ultimately results in higher customer satisfaction. James Hampton and Georgie Mills also contribute Seasalt Cornwall’s brand strategy in this area, utilising surveys and training to ensure positive communication with staff and to deal with issues before they arise.
Transformation Industry Report 2018
TRANSFORMING TO SURVIVE IN THIS BRAVE NEW CUSTOMER WORLD With the digital revolution in full swing, it’s imperative that organisations start to consider their customers’ needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing in front of our eyes. It can seem impossible to keep up with customer trends and implement a winning strategy, exclusive insights from organisations who have already transformed and are reaping the rewards of customer loyalty as a result.
Engage Customer Industry Report
This year’s Customer Engagement Summit was entitled ‘The Human Face of Engagement: Why People Come First’. Over two days some of the UK’s biggest and most innovative companies and organisations considered how being more human can enhance both the customer and employee experience. We hope you enjoy this Summit report and that some of the learnings can be rolled out to ensure that customers gain the respect and service they deserve from retail to transport and beyond.
Contact Centre Industry Report 2019
This year’s Future of the Contact Centre conference had its primary theme as ‘Contact Centres at the Crossroads’. Some of the UK’s biggest and most innovative companies and organisations joined paths to consider how new technologies such as Artificial Intelligence, a more diverse range of customer communications channels and the need for greater customer insight and analysis was shaping the contact centre of both today and tomorrow. The conference looked at what this meant in practice for areas including omnichannel customer engagement, big data, customer experience innovation, the customer journey, voice of the customer, employee engagement and service design in the contact centre.
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