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Engage Customer Magazine

With 2023 soon coming to an end, we are reflecting on the conferences we held, the ideas presented by our speakers, and the interviews we held with CX experts from around the world.

This year, the words ‘Artificial Intelligence’ echoed repeatedly through the halls of our event venue as speakers and delegates alike shared their views on ChatGPT and its potential. One year following the launch of this technology (30 November 2022), the CX community is still in agreement that while this technology can undoubtedly assist us, it cannot substitute the human touch.

In this publication, we are sharing the thoughts and opinions of industry leaders, such as Steven van Belleghem, one of the world’s leading thinkers in the field of CX, and Jo Causon, CEO of the Institute of Customer Service (ICS). In two separate interviews, they shared two surprisingly similar predictions for the future of customer experience. According to them, the ultimate differentiator for organisations going forward will not be AI but rather the ability to provide extraordinary service.

In addition to interviews with CX experts, the pages ahead contain exclusive features from organisations including Ipsos, KPMG, Forrester and ContactBabel. All four have expanded on the findings of recent research, with Ipsos arguing that CX needs a human-centric framework, KPMG stressing the ‘value of value’, Forrester exploring the state of CX within the banking sector, and ContactBabel revealing the changing nature of customer channel preferences.

Looking ahead, we are also excited to announce the launch of our 2024 Engage Fifty programme, which celebrates those individuals who are spearheading a joined-up approach to employee and customer engagement. Our elite group of fifty individuals will showcase the advantages that result from prioritising employee engagement whilst fostering a customer-centric culture. For inspiration, read our interview with Dan Gingiss, CEO of The Experience Maker Ltd., where he explains the link between employee and customer engagement.

“When employees are happy, they better serve customers, thereby making those customers happy. When customers are happy, it makes employees’ jobs more fun and satisfying, thereby making them happy too. It’s a continuous process that can build on itself, which is why companies known for a great customer experience are also known as being great places to work,” Dan told us.

Finally, as the Editor of Engage Customer, I would like to thank our contributors and everyone who took part in the creation of this magazine.

Happy reading!

Svilena Keane
Editor at Engage Customer