Thought leadership

A record number of 586 delegates attended the third Customer Engagement Summit at Victoria Park Plaza on Friday November 28.The Summit, once again expertly chaired by Mike Havard director at Ember Services, was hailed a great success by delegates, speakers and sponsors.

The Summit, organised by specialist media company Engage Customer, is recognised by the customer service sector as the best joined by customer and employee experience event of the year. Key theme this year was the critical link between employee engagement, customer engagement, performance and profitability.

Case study presentations and speakers at this year’s Summit included British Airways, Ladbrokes, Yorkshire Water, M&S, Home Retail Group, Argos, Maplin, Air France, Engage Mutual, Charles Tyrwhitt, TCS, Barclays, Domino’s Pizza, o2, Fidelity, BT, Thresher and Glenny, Barclaycard, DFS, and Nationwide.

Opening keynote at the Summit was delivered by the outspoken and sometimes controversial broadcaster, economist and analyst Louise Cooper. Louise delivered her macro-economic overview and how that relates to the issues and challenges facing the customer space. She also told delegates about some of her personal customer experiences with organisations including Primark and Tesco.

Louise appears regularly on BBC news, ITV, CNBC, Sky News and BBC Radio plus many others and writes regularly for national newspapers including the Times.  With a reputation for being a livewire, Louise offers high-level and engaging analysis of economics and financial markets in a way which is insightful of huge relevance to the employee and customer engagement sector.

Engage Customer managing director Chris Wood said: “This year’s Summit highlighted the sheer pace of change in our increasingly digital economy – where technology is driving rapid changes in customer behaviour and where organisations will need to transform themselves in order to engage successfully with our always connected customers.

“This is underpinned by a growing recognition at board level that our people and our customer relationships are the most critical areas for future business success. There is also increasing awareness that the old silo mentality is no longer fit for purpose as organisations need to communicate and co-operate across departments as they strive to keep up with the expectations and demands of their customers.”

Closing the Summit at the networking drinks party was Simon Evans who has gained a reputation for delivering side-splitting comedy routines at venues including Edinburgh and London Apollo. Simon gave his unique take on the world of customer service.


To close proceedings Engage Customer editorial director Steve Hurst announced plans for the first Employee Engagement Summit to be held on April 16 next year in London.

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