Blog Squad


Evolution of Work Conference Chair’s Report: Word of the day = humanity

How technology is helping revolutionise the way we work: that was our starting point at Friday’s Evolution of Work Conference. Exploring the myriad ways that AI, robotics, nano tech, bio tech and all the other scary sci fi concepts have become real and present, and are transforming our societies and economies. It was enlightening and […]

Carolyn Blunt1

Redefining Customer Centricity

Historically most businesses consider that if their product or service saves customers time, money or effort then then are on the right track for success. While this may have some truth to it, research shows that it’s not that simplistic. In a recent Harvard Business Review article it was suggested that what customer’s value may […]

Adrian-Swinscoe-Consultant-300x300 For site

The Customer Engagement Transformation Conference – View From Hall 2

On Thursday 6th July I had the pleasure of chairing proceedings in Hall 2 of the Customer Engagement Transformation Conference that took place at the Victoria Park Plaza hotel in London. The theme of the day was to ‘help delegates in their quest to transform the way they interact with customers in order to reap […]

Martin Hill-Wilson 440x440

What Happened At Customer Engagement Transformation 2017?

For those familiar with my after event debriefs, I’m happy to report it was another cracking day, courtesy of the Engage Customer team who assembled a great line up of speakers and a crowd of inquisitive and vocal delegates who were clearly eager to learn. Both Adrian Swinscoe and I chaired the event. This is […]


How To Win An Industry Award

Have you or your business won an industry award? It’s a great way to show the success of your business and get media attention, or if you win an individual award then it can be a useful lever the next time you talk to the boss about a salary increase. Every industry has their own […]



More than 300 delegates attended our first Customer Engagement Transformation Conference in London this week – and the event is being hailed for its world class content and its organisation by delegates, speakers and sponsors alike. Our latest CPD accredited conference followed on from our two hugely successful Customer Engagement Transformation Directors Forums in 2015 […]

Leonie Brown

The future of CX – 2017 and beyond

By Leonie Brown, Customer Experience Strategist Customer experience (CX) has become the key differentiator for today’s brands. Companies are striving to become leaders in this space, not only for the bragging rights in such a competitive market, but, critically, because they understand the intrinsic value of superior CX in growing their customer base, increasing brand […]


In conversation with… Confirmit CEO Ken Ostreng

1. First off Ken tell us about your background and how you came to take over the role of Chief Executive Officer at Confirmit on April 1 this year? Having spent over a decade as CFO at Confirmit, some would say it was a natural succession for me to become CEO when Henning announced he […]

Carolyn Blunt1

5 Ways to be a Customer Superhero

When customers contact your organization they are looking for one thing: a superhero to solve their problems. It doesn’t really matter how the problem came about as much as finding that magical solution that doesn’t involve a lot of effort or stress on their part. Yes it may seem overly simplified and idealistic, but at […]