Thought leadership

 Customer Engagement magazine is out now and can be viewed on the home page of our website or click here

Case studies range from the in-depth story behind the successful delivery of the London Olympics to an exclusive interview with mobile operator Lebara.

Meantime our Cover Story, another exclusive, lifts the lid on the latest research around the Customer Effort metric. There are also thought provoking features looking at analytics, personalisation and the evolution of contact centres in an omnichannel customer environment.

In addition there are reports and presentation downloads from our recent highly regarded Customer Engagement Network Directors Forums on Retail and Voice of the Customer and a look at B2B Customer Engagement.

Steve Hurst, editorial director of the Customer Engagement Network and Customer Engagement magazine says: “There is plenty of top quality stuff here for our 25,000 strong community to get their teeth into and of course in addition to the digital version on our website printed copies of the magazine are available on demand and at our Directors Forums.”

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