Insights: Industry Reports

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.

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.

Insights: Podcasts

Mike Collins – River Island

Today our Editor, Lizzie Akass, is delighted to be joined by Mike Collins, People Experience Specialist at River Island, and case study presenter at our 2019 Internal Communications Conference. Mike believes that those in HR and Learning and Development have a

Martin Power – KP Snacks

Today our Editor, Lizzie Akass, is delighted to be joined by Martin Power, Employee Health and Wellbeing Manager at KP Snacks, and case study presenter at our 2019 Internal Communications Conference. Martin has worked for KP Snacks for almost three years in which

Kathi Leon – Walgreens Boots Alliance

Today our Editor, Lizzie Akass, is delighted to be joined by Kathi Leon, Senior Communications Director at Walgreens Boots Alliance, and case study presenter at our 2019 Internal Communications Conference. Kathi leads a series of major corporate internal and

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


3 out of 4 people feel stressed at work

Yep, you read that right. According to recent research 3 in every 4 people feel stressed at work. So, what are you doing to support your people and embed a culture of


Dreams Case Study: How does Organisational Culture and Leadership Climate impact employee performance and therefore experience?

With employee experience ultimately being the driverbehind customer experience, join Denision Consulting for a case-study ledwebinar that focuses on the connection between


Raising the standard for Performance Management at Taboola

Nearly 95 percent of managers are dissatisfied with how their company approaches performance reviews. It’s time to let go of performanc emanagement that doesn’t

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 – Internal Communications Conference 2019 – Charlotte Dahl

By Charlotte Dahl, Creative Planning Director, Woodreed, and Co-founder, Muse I had the privilege of chairing Hall 2 at Engage Business Media’s Internal Communications conference 2019 at the Victoria Park Plaza in London on 17th September. The theme of the day

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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