Blog Squad



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 […]

Louise Shipley (002)

Presenteeism threatens UK businesses

Louise Shipley heads up the European Workspace Management category for Fellowes Brands. A passionate advocate of healthy working, she has managed the ergonomics desk accessory category for Fellowes across Europe for 15 years. Over that time, she has seen the office workspace evolve at an accelerating rate, most recently with the introduction of the active working […]



As Chair of the Employee Engagement 2017, I was asked by the organisers to write a summary of the day. Last time they asked me this, I was caught slightly on the hop and hadn’t really taken proper notes (being focussed on the here and now) so this time I was really prepared! I had […]


Marketing Leaders Need To Face The Future And Embrace CX Now

People hate change, that’s a fact. I was once involved in an enormous change management programme at an investment bank where hundreds of people were flown all over the world for training, just so the changes the boss wanted to implement could be handled smoothly. The bottom line was that all that money was spent […]

Jeff headshot (002)

How to spot a top tech CV

Jeff Szczepanski, COO of Stack Overflow, discusses how to identify the strongest candidates at the CV screening stage and points out what recruiters should be on the lookout for when hiring tech talent. The CV has traditionally been the cornerstone of the job application process – but when making technical hires, it often falls short. […]

lucy standing

Employee Engagement Summit – View from the Hall 2 Chair

I had the pleasure on Thursday 20th April of chairing one of the two streams for the annual Engage Employee Summit. What makes an experience like this slightly daunting for a chair is seeing a room packed to the rafters with senior leaders from the Engagement world with high expectations – raised all the higher […]

Ian Jindal (002)

The new era of marketplaces in multichannel retail

By Ian Jindal, experienced multichannel retailer and Editor-in-Chief of InternetRetailing It’s a new era for marketplaces and retailers, after many years of debate and unease between the two. Once seen as a platform for SMEs, artisan businesses and niche retailers, marketplaces are now becoming a powerful force within the retail industry. You only have to […]