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Insights: Industry Reports

Employee Engagement Summit Report 2019

This edition has been a delight to put together as we have had the fantastic opportunity to speak with experts from industry-leading brands within the employee engagement space. From the fashion retail industry, Pablo Camba from Inditex explains the importance of implementing defined career progression structures for employees to increase engagement and retainment, creating a stronger, more dedicated workforce, which ultimately results in higher customer satisfaction. James Hampton and Georgie Mills also contribute Seasalt Cornwall’s brand strategy in this area, utilising surveys and training to ensure positive communication with staff and to deal with issues before they arise.

2019 CX Marketing Summit Industry Report

We are delighted to welcome you to this year’s CX Marketing Summit’s Industry Report. We hope you enjoy what’s inside! It has been a pleasure to put this Industry Report together as we have had the brilliant opportunity to speak to experts from a variety of industries in the customer experience marketing space and share their insights.

Transformation Industry Report 2018

TRANSFORMING TO SURVIVE IN THIS BRAVE NEW CUSTOMER WORLD With the digital revolution in full swing, it’s imperative that organisations start to consider their customers’ needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing in front of our eyes. It can seem impossible to keep up with customer trends and implement a winning strategy, exclusive insights from organisations who have already transformed and are reaping the rewards of customer loyalty as a result.

Insights: Podcasts

Employee Engagement Summit – James Hampton and Georgie Mills, Seasalt Cornwall

Employee Engagement Summit – Stuart Eames, Waitrose

Employee Engagement Summit – Chris Lincoln, Be At One

Insights: Surveys

The State of CX in 2018: The Five Habits of Highly Effective CX Professionals

Welcome to the 2018 State of Customer Experience report. Like last year, we aimed to gather views from CX practitioners around the world to get a clear picture of the environment in which CX is operating. What are the pitfalls? Where are we making progress? What can we learn from more advanced industries? And, our usual question – “What would you wish for if you had a CX magic wand?” The results are illuminating. In this report we have identified five habits of highly effective CX professionals, based on responses from practitioners operating across the CX spectrum. You will find practical lessons you can put into action today, and understand how we – and you – can identify success in a CX programme. Spoiler alert – it’s all about the money!

Empowering your Business with Customer Intelligence

An Eptica Customer Intelligence Survey in Association with Engage Business Media. The overarching aim of this survey conducted by Engage Business Media on behalf of Eptica is to reinforce the vital importance of the customer experience to commercial success, while at the same time investigating the current state of play of existing Voice of the Customer strategies and solutions used within organisations.

THE STATE OF CX: Time to get real

The aim of this survey was not only to get a sense of the current state of the CX nation, but to understand how Customer Experience professionals feel about their own programmes. From the barriers preventing progress, to what they are most proud of – and what they would do with a CX magic wand.

Insights: Webinars

Webinars

Human Resources Analytics – How they can (and can’t) help improve employee engagement and business outcomes

Research has demonstrated beyond doubt that employee engagement is a significant driver of organisational performance; ranging from turnover and absenteeism, to productivity

Webinars

Innovation in Employee Engagement – Empowering MetLife Employees to Tell Their Own Story

MetLife faced a big communications challenge: they needed to increase employee understanding and support for their corporate strategy, across multiple offices in several

Webinars

Building The Best Team Within Lloyds Banking Group

The vision for Lloyds Banking Group is to be the best bank for customers. The bank recognises that this will only be achieved by building the best team; where colleagues are

Insights: White papers

Your Guide To A Successful Employee Wellbeing Strategy

Your Guide To A Successful Employee Wellbeing Strategy Companies have long struggled to embrace wellbeing in the workplace. Historically, it’s been dismissed as a foolish initiative, something

Using Predictive Analytics To Forecast Employee Turnover

Using Predictive Analytics To Forecast Employee Turnover The days of employees racking up enough years for a gold watch and several months of holidays seem a distant memory. The gig economy

Resource Hub: Chair’s Reports

Chair Report- Internal Communications Conference 2019- Jennifer Sproul

I was thrilled to be invited back to chair the 2019 Internal Communications Conference on Tuesday 17th September in London. The day was packed full of fantastic speakers who shared a range of case studies, insights and practical advice across topics to include

Chair Report – Customer Engagement Summit 2016 – Andrew McMillan

My Experiences As Chair Well, what a buzz! In an exciting start to the Customer & Employee Engagement stream first thing in Hall 4 we were packed out and standing to welcome our first speaker, Ian McVey. Ian, the Head of Enterprise Sales at Qualtrics, was

Chair Report – Future of the Contact Centre 2019 – Martin Hill-Wilson

Future of The Contact Centre – In Rude Health I’d Say The teaser for this event proclaimed that contact centres are at a crossroads. Either ascending in value to become the beating heart of the organisation. Or presumably absorbed into some form of Borg like

Resource Hub: Presentation Slides

2019 Internal Communications Conference Available Slides

  2019 Internal Communications Conference - Hall 1 Available Presentations INTERNAL COMMS AND THE EMPLOYEE JOURNEY- PART ONE 9:10 CIPD Case Study: Effective Working Between IC and HR Oli Howard, Head of Strategy, CIPD View

2019 Customer Engagement Transformation Conference

  HALL 1 AVAILABLE PRESENTATIONS Plenary 09:05 Translating customer behaviour into £££ Colin Shaw, CEO & Founder, Beyond Philosophy View Presentation Slides 09:35 Becoming Millennial - Transforming

2016 Future of the Contact Centre Leaders Forum Available Presentations

Available presentations 09:10-09:40 Opening Keynote: Superagent 2020 – The Future of the Contact Centre Dr Nicola Millard, Head of Customer Insight & Futures, BT View presentation 10:05-10:30 The Future of

Resource Hub: Videos

Case Studies: All Case Studies

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