Thought leadership

There has been a universally positive response from delegates and Sponsors  to Engage Customer’s second Customer Engagement Summit held last Thursday November 28 and attended by close on 450 leaders in the employee and customer engagement space.

The Customer Engagement Summit is enjoying dozens of accolades from organisations ranging from hugely influential employee and customer engagement analyst Ovum to household brands such as Barclays.

The Summit is the only joined-up customer experience event to drive successful customer and employee engagement strategies for organisations looking to improve customer retention, loyalty, and business performance and profitability.

It included world class case studies, presentations from leading practitioners and academics from around the globe, workshops, panel discussions, breakout sessions, top notch opportunities for high level networking with peers and an evening networking party addressed adroitly by Ben Page chief executive of leading research organisation Ipsos MORI.


Ovum and Barclays on board

Speaking directly after the Summit via social media site Twitter lead analyst at Ovum Jeremy Cox who also presented at the event said it was the best customer experience event he has ever attended.

And Summit delegate Charlie Casey Senior Customer Optimisation Manager Retail and Business Banking at Barclays said “Thank you and well done for pulling together such a varied, compelling and inspiring set of speakers. The talks were all of an incredibly high standard and were so consistently brilliant I would not wish to single out one.”

The Summit is effectively a ‘mash-up’ – and much, much more – of the content of our hugely successful series of Directors Forums that have run over the past three years.


Ryanair bad – Easyjet good

Conference chair Mike Havard opened proceedings by instancing the falling fortunes of Ryanair who have issued two profits warnings and contrasting this with the rising fortunes of Easyjet who have reported a 50 per cent increase in profits as an example of how an organisation who concentrates on customer service is winning out against one that has – until now at least – put customer service at the bottom of its prorities.

Mike was followed by Anthony Hilton senior business commentator at the Evening Standard and Independent who made an excellent opening keynote. The importance of connecting employee and customer engagement throughout the organisation to enhance performance and profitability was pivotal to the whole Summit.

The message was clear – our customers and employees for the first time in history have access to better technology than the organisations who they connect wth. The trick now is what are we doing to do to catch up with them? Yes HR has to be talking to marketing.


The case studies just kept coming

Underpinning the whole Summit was a  mouth- watering raft of world class clase studies which kept delegates engrossed and engaged throughout the day from organisations including Lego, Lloyds Banking Group, Argos, BT Retail,Carnival UK, Nationwide, Boots UK, Lebara, o2,BSkyB, Norfolk County Council and Siemens.

Conference chair Mike Havard commented that the content at the Summit was among the strongest he had ever seen and this was echoed by delegate after delegate and Sponsor after Sponsor.

Summing up Engage Customer editorial director Steve Hurst who put the Summit programme together said: “It has been fantastic to hear our Sponsors and our delegates response to ths year’s Summit. It is absolute proof that content is king at this kind of event and the willingness among delegates to learn from best practive and great employee and customer engagement initiatives is hugely encouraging.

“The chief aim of the Summit was for delegates to go back to their organisations armd with all the tools, strategies and technmiques they need to deliver successful employee and customer engagement strategies over the long term for sustainable competitive advanatage and the feedback we are receiving suggests that we have more than achieved just that end.”


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