Thought leadership

Welcome to the first 2014 issue of Engage Customer magazine. Our February 2014 issue is crammed with world class content including case studies and  news on organisations ranging from Cisco to Ladbrokes to Virgin Media to KLM

Content highlights are as follows:

News Beat

Employee engagement pivotal to business success says CBI. Consumers trust public sector more than private sector. KLM flying high with social media. Outsourcing sector powers ahead.

Cover Storywhy contact centres are at the tipping point

Contact centres are balanced at a tipping point says Paul Scott. Unless its leaders can raise their game to address omnichannel customer journeys rather than isolated telephone calls contact centres are destined to become an irrelevance

The Big Interview how Cisco changed its brand language

The language an organisation uses when it is interacting with customers and employees is of paramount importance. This is recognised by customer technology giant Cisco which re-invented  its brand language. Steve Hurst asks Michael Lenz Director of Brand Experience Design at Cisco how and why

How to unify customers in the telecoms sector

Michelle de Haaff says the word ‘churn’ should be left to the dairy industry and not be synonymous with the troubled telecoms sector – and she has some solutions for this burning churning issue

Customer Engagement Summit ‘best customer experience event ever’

The Customer Engagement Summit last November was attended by 450 business leaders and won universal accolades from Sponsors and delegates alike. Steve Hurst reports

Getting the mobile digital customer experience right

Sean Conry looks at the increasing ubiquity of the mobile customer engagement channel and how it is transforming the Voice Of the Customer space

Why Ladbrokes put its shirt on its values

Jeremy Starling looks at how betting giant Ladbrokes used employee and customer engagement to create a vision and valued programme fit for the gambling customer of today

Why engaging customers literally pays dividends

The UK is fast becoming a nation of online shoppers and shopkeepers yet customer satisfaction levels are falling. Larry Freed looks at new research to find some answers to the challenges ahead

Power to the people … and the people will do the rest

One of the most talked about sessions of the Customer Engagement Summit featured Brand Biology, Virgin Media and a grumpy technician called Mick. Jill Dean gives us the low down.

Chanelling the omnichannel customer engagement experience

David Turner looks as what a truly omnichannel customer experience looks and feels like, why it is good for business, and the steps needed to achieve it

34 The Final Word the big hole in Voice Of the Customer

What has ‘plateauing’ got to do with VOC? Colin Shaw reckons it all comes down to value – or rather the lack of it


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