Webinars

Next Webinar

01 Mar 2018

Skybet’s Accelerated Growth with an Insight Community A Vision Critical Success Story

Sponsored by Vision Critical

Join this webinar to hear how one of the UK’s leading betting companies connects with its existing customer base in order to drive customer expansion, customer loyalty, and revenue growth.

Skybet embraced a customer-centric culture, and built authentic relationships with its customers through insight-driven decision-making. This case study demonstrates how the business connected transactional and behavioural data using Vision Critical’s customer intelligence platform. This enabled Skybet to have a single customer view in one complete data ecosystem.

Through collecting customer relationship intelligence, Skybet has seen accelerated growth across the business.

Join the webinar to find out:

  • The business challenges Skybet faced, and the strategy that overcame these challenges.
  • How Skybet continues to drive innovation through engaging its own customer base (can we insert a stat here? Response rate?)
  • How insights-driven decision-making boosted ROI at Skybet
  • What it means to be an insights-driven business, with a customer-centric culture

Vision Critical provides a leading customer relationship intelligence platform that enables companies to drive continuous engagement with their customers.

Presenters

Ben Fox

Ben Fox

Sky Betting & Gaming
Saad Ghauri

Saad Ghauri

EMEA Vision Critical
Steve Hurst 440x440

Steve Hurst

Engage Business Media
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Ben Fox

Head of Consumer & Market Understanding
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Saad Ghauri

Sales Content & Strategy Director

Saad Ghauri has 7 years’ experience in the software and technology space, with a passion for bringing new and innovative technology into the marketing world. Starting his career at global technology company, SAP, focused on strategic partner relationships, Saad then progressed on to a London-based start-up to build an industry-leading network of partnerships, from scratch.

Since joining Vision Critical, Saad has taken on a breadth of responsibility, bringing his valuable experiences from marketing technology to help develop strategic partnerships, onboard clients, and contribute to the overall sales strategy for the EMEA region.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..

Register for this webinar now

Upcoming Webinars

06 Mar 2018

How to Maximise Learning Retention

Sponsored by Ember-Services-200x200

With any training programme, we’re trying to influence how our people behave at work, whether that’s ‘soft skills’ where we want to change habits or ‘hard-training’ such as systems and process training. We often expect people to remember what they have learned after just one or two training sessions.

However, at least 50% of what you listen to today you will have forgotten by tomorrow.  If we don’t follow up within two weeks, this figure may rise to 80%.

The challenge has always been the difficulty in measuring how much a training programme has impacted behaviour. Training should, in theory, improve performance – but in the case of inaccurate or inconsistent training, the trainee may actually perform worse.

Digital learning has the ability to assist learning retention by supporting follow-up. Digital learning tools guarantee the consistency of messages and enable learning at a self-directed pace.  They can also create fun and healthy competition.

In this webinar, Carolyn Blunt will share some of the latest ideas and thinking for making the most out of your workplace learning budgets.

Presenters

Carolyn Blunt11

Carolyn Blunt

Real Results
Steve Hurst 440x440

Steve Hurst

Engage Business Media
X

Carolyn Blunt

Managing Director

Carolyn Blunt is Managing Director of Real Results, a consultancy that works with contact centres to improve performance.  Carolyn is especially renowned for identifying opportunities to improve customer experience and sales whilst creating efficiencies. Her team creatively lead culture change through people. Projects include ‘Liber8 The Human’ for Shop Direct which reached 1000 customer service and sales staff in 3 countries and Boots ‘The Balance’ a successful AHT reduction programme for over 300 Advisors in their Nottingham HQ.

Carolyn is co-author (with Martin Hill-Wilson) of the book ‘Delivering Effective Social Customer Service’ published by Wiley.  As an industry writer and speaker Carolyn was voted Most Respected Person in the UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine. Carolyn is an engaging and trusted speaker for ‘Customer Contact Expo’, ‘The Forum’ and ‘Call Centre Helper’.

Carolyn also creates e-learning for contact centre managers.   Her website is www.real-results.co.uk

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..

Register for this webinar now

Upcoming Webinars

13 Mar 2018

How to future proof your CX strategy

Sponsored by Rant-Rave

DATE: 13th March
Time: 2pm GMT

Carving a path for yourself in the world of CX is no mean feat. At a time when customers are expecting more than ever, a differentiator marking yourself from the competition is crucial. No two CX journeys are the same, but with some insider tips and a look forward to the key trends we can expect to see in 2018, you can start building a future-proof CX strategy and delivering tangible change.

Join Maxie Schmidt-Subramanian, Principal analyst, Forrester and Sonia Boska, Director of Customer Experience, Homeserve USA as they discuss some of the main challenges within the CX industry, and explore an authentic CX journey both more generally and within the context of a successful US company. Plus, Chris Allen, Chief Customer Officer, Rant & Rave will join them for a Q&A on how VoC can drive real change and create proven ROI within organisations.

The webinar covers:

  • How to differentiate yourself in the CX market
  • Finding out whether the survey is dead and what’s next after NPS
  • Market trends and predictions for 2018
  • Incentivising employees for CX
  • The link between UK and US CX strategies

Presenters

Sonia_Boska_pic (002)

Sonia Boska

Homeserve USA
Maxie-Schmidt-Subramanian-NEOPDF

Maxie Schmidt

Forrester
Steve Hurst 440x440

Steve Hurst

Engage Business Media
X

Sonia Boska

Customer Experience Director

Sonia Boska is the Customer Experience Director and manages the voice of the customer program, chairs committee meetings, and works cross functionally with stakeholders throughout the organization to monitor and analyze every touch point within the customer lifecycle. She has responsibility for the real time CSAT software used throughout the business to measure customer satisfaction and effort.

Prior to joining HomeServe, Sonia spent over ten years focusing on process improvement, customer experience, and customer support strategies that incorporate customer and employee insight, data, and technology. She spearheaded initiatives across multiple platforms such as e-commerce, social and web support, an award winning smartphone support application, knowledge base solutions, agent tools, and voice driven IVR.

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Maxie Schmidt

Principal Analyst

Maxie Schmidt is a principal analyst serving customer experience (CX) professionals. She leads Forrester’s research on CX measurement programs. In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys. Maxie also writes about the business impact and the ROI of CX. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..

Register for this webinar now

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