Insights: Industry Reports

Internal Communications 2019

This edition has been a delight to put together as we have had the fantastic opportunity to speak with experts from a range of industry-leading brands in the employee engagement space.

- KP Snacks explains the importance of prioritising mental wellbeing

- Citi gives insight into creating a culture where everyone can thrive

- River Island and Walgreens Boots Alliance on transforming internal communications

- British Red Cross and ZSL on communications and engagement in the charity sector

2019 Focus Groups – September Supplement

On Thursday 26th September, the 2019 Engage Focus Groups took place at the Hilton Hotel in London. These focus groups created a space for senior, head of, and director-level personnel within the customer and employee engagement spaces from a wide variety of brands to share ideas and knowledge, ask questions from their professional peers, and raise points for discussion.

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.

Insights: Podcasts

Internal Communications Conference Podcast: Meet Karian & Box

Today our Editorial Director Steve Hurst is joined by Ghassan Karian – after spending 12 years in-house, with roles including Director of Internal Communication for British Gas, ICI plc and Rolls-Royce plc, Ghassan founded Karian and Box in 2006. Karian and Box,

Remote working and the contact centre – the rise of AI

Today our Editorial Director Steve Hurst is joined by Steve Morrell. Steve Morrell is Principal Analyst at ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the UK and US contact centre industries.

Virtual Internal Communications Case Study Preview: Chris Lees – Virgin Media

Today we’re joined by Charlotte Dahl and Chris Lees. Charlotte is chairing our Virtual Internal Communications Conference taking place on 17th and 18th September and is also an accomplished speaker, writer, consultant and trainer with a unique view on employee

Insights: Surveys

Engage Employee Covid-19 Industry Survey: Have Your Say

As a leading source of news and media content to a global industry of employee experience professionals, in April 2020 we decided to ask our community of 35,000 leaders how Covid-19 was affecting them from both a business and individual perspective, as this pandemic has changed the way that both organisations and humans will behave for the foreseeable future at the very least. In a ten-question survey that covers every angle associated with the changes brought about by Covid-19, key leaders in the employee world gave up their valuable time to tell us how they feel, what they’re currently doing, what they wish they’d done differently and what they think the future holds. You’ll find the full list of answers comprehensively listed throughout the report, which hopefully makes for an insightful and interesting read that will help you on your own Covid-19 journey.

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.

Insights: Webinars


Supporting Employee Well-being and Preventing Burnout

Looking out for employee engagement and well-being during times of rapid change and uncertainty is incredibly challenging. HR Leaders and managers must address threats to


Can COVID really be an accelerant to better employee experiences at work?

We’ve all experienced how COVID-19 has disrupted normal ways of working and the pandemic is still imposing radical changes on employees, leaders and HR. In the wake of the


Hybrid Homeworking: Making it work for your contact centre

In this webinar, you will hear from you will hear from one of the UK’s leading financial service providers about how they have embraced homeworking during a 4 year journey.

Insights: White papers

The Ultimate Guide to Employee Recognition: Building Culture, Performance and Resilience

The power of inclusive and frequent employee recognition. Now, more than ever, our commercial and economic landscape could be described as VUCA: volatile, uncertain, complex and ambiguous. So

The Essential Guide to Employee Engagement

The Essential Guide to Employee Engagement Employee engagement surveys reveal valuable information. How do employees feel about your organisation’s culture? About relationships with their

Intranet for Business Continuity

Intranet for Business Continuity A company’s internal communication strategy is crucial for overall success. It must establish business objectives and new marketing campaigns clearly to all

Resource Hub: Chair’s Reports

Chair Report – Employee Wellbeing Conference – Jo Moffatt

Writing this report it seems like this really was the calm before the storm. Who would have imagined that my thoughts on the key themes of the day would have been magnified many times over in the space of just one short week as we all enter an unprecedented global

Chair Report- Digital Workplace Conference – Charlotte Dahl

What a difference two weeks make. On 12th March we were at EBM’s Digital Workplace Conference at the Park Plaza in central London. Now we are locked away. Physically isolated islands, yet still craving the human interactions, reassurance and collaboration that

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

Resource Hub: Presentation Slides

2020 Employee Wellbeing Conference Available Presentations

  2020 Employee Wellbeing Conference - Available Presentations EVOLUTION OF THE DIGITAL WORKPLACE  9:10 CIPD Case Study: Developing a fair, inclusive safe and supportive work environment Tony Vickers Byrne, CIPD View

2020 Digital Workplace Conference Available Presentations

  2020 Digital Workplace Conference - Available Presentations EVOLUTION OF THE DIGITAL WORKPLACE  9:10 HR Tech Partnership Case Study Devyani Vaishampayan View Presentation Download Presentation Slides 9:35 What

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

Resource Hub: Videos

Case Studies: All Case Studies

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