Do companies set out to win when they embark on a new project or change programme? Probably not,...
By Leigh Hopwood, CEO of the Contact Centre Management Association (CCMA)
By Jennifer Olson, Executive Vice President of Customer Success at Align Technology
By James Hunnybourne, CRO at Ultima
To mark International Women’s Day this year, I have spent hours researching and reading the stories...
An interview with Moneypenny’s Group CEO
Sunseeker International won the Best Use of Innovation in Customer Engagement Award at our 2022...
An interview with Chandni Bhatt – Senior Manager, Member Happiness at Beauty Pie
An interview with Sky’s Service Strategy Manager
An interview with the CEO of the Conversation Design Institute. Earlier this month, we held our...
An interview with Head of Services at Naked Wines
Last week, we held our first event of the year: the Future of Customer Contact Conference. Not only...
Customer loyalty may not be at the front of your mind when you’re running marketing campaigns to...
With the rapid rise in inflation and the cost-of-living crisis, it is not surprising that people...
The world-leading provider of tech-enabled language, content, and intellectual property services...
It was great running a 90-minute breakout workshop at the Future of the Contact Centre Summit in...
Having automated, proactive conversations with your customers, driven by AI, is only possible if...
For AI to cement its place within consumers’ lives over the next 10 years, companies need to employ...
The private bank and wealth manager Coutts earned the Best Use of Technology in Customer Engagement...
ContactBabel, the leading research and analysis firm for the contact centre and CX industry, has...
This month’s Future of Customer Contact Conference will be headlined by Andrew Davis, one of...
An Interview with Nicholas Brice, CEO of Soul Corporations and Sarah Hood, Global Head of...
With just two weeks to go until our upcoming Future of Customer Contact conference, we would like...
We are excited to announce that there are only two weeks left until our first event of the year:...
During the pandemic, many organisations turned to the digital space as the world was made to stay...
We are thrilled to announce that entries for the 2023 Engage Awards are now open!
Emails and phone calls are proven ways to run a business but in this fast-paced technological...
In just three weeks, Engage Business Media will hold its first event of the year: the Future of...
The 12th edition of the Customer Engagement Summit took place at the Westminster Park Plaza in...
As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally....
We are proud to announce that Engage Business Media has raised £2,327.50 for Cancer Research. This...
Experian, Sky, and Ford reveal how businesses can adapt to changes in customer behaviour.
Marketers understand just how important it is to deliver a personalised and relevant customer...
Earlier this month, Engage Business Media held the annual International Engage Awards at the...
The Guardian explains how it halved churn by perfecting the fundamental basics of its customer...
It takes a lot for a project to be a hit with all the judges and make the final of the Engage...
On the 15 th of November, more than 800 people walked through the doors of the Westminster Park...
Earlier this week I attended the 2022 Customer Engagement Summit, hosted by the team here at...
On 15th November 2022, Engage Business Media were thrilled to welcome 400 attendees to celebrate...
Are you in SHAPE to lead or influence the modern digital-hybrid organisation?
Chatbots can help you construct a seamless customer experience, saving you time and money. Their...
Research by the University of California looked into how some of our digital practices are...
We’re living in a transformational period when it comes to customer experience (CX). With the voice...
In the lead up to the 2022 Customer Engagement Summit we spoke to Abdul Kahled, Head of Digital...
In the lead up to the 2022 Customer Engagement Summit we spoke to William Agnew, Experience Lead -...
Customer experience insights give you an overview of how consumers currently perceive your...
Moving your data to the cloud provides extra security, and with everyone working from a centralised...
Ahead of our flag ship event, the Customer Engagement Summit we spoke with Cheryl Graham, Service...
Belron studied Chinese wisdom to help it build a new omnichannel engagement framework to the joyful...
How customers view your business depends on the experience you offer during their interactions with...
Customer experience is constantly changing. With the emergence of new technologies and processes,...
By Yasmin Peiris, Director, Customer Success, Mapp Digital Global retail sales will see reduced...
Need a little inspiration for your new CX strategy? We have found an insightful piece by SoftClouds...
Delivering a positive customer experience is at the heart of what we do at the Financial Services...
Don’t be scared to cut your losses if it’s blatantly obvious your most precious idea is heading...
I’ve had the pleasure of living and breathing issues of customer experience (CX) employee...
We talk a lot about how to nurture the customer through intelligent marketing processes, brand...
With a boom in demand for its customer service team, Dreams needed technology that would empower...
The operator said the move was part of ‘fundamental changes’ to its business strategy as it bids to...
American Express, the financial services brand, describes itself as “a global services company that...
Regular Engage Customer Contributor Mark Hillary has just published a new book titled ‘Don’t Fear...
Customer service teams are set to undergo major digital transformation and growth over the next...
The trusty phone line has been tested since COVID-19 disrupted just about all aspects of life....
With consumer behaviour changing rapidly over recent years, customer engagement is now one of the...
The ECCCSA Award finalists for 2021 were just announced a few days ago. The awards cover a number...
With this year’s Knowledge Management Conference just a few weeks away, we’ve decided to sit down...
In this piece, Julien Rio, Marketing Director at RingCentral Engage Digital, talks through five...
Leading online fashion retailer ASOS has topped a 2019 Retail Benchmark Report analysing online...
According to Salesforce research, 80% of consumers now believe the experience a company provides is...