28th November 2018

Engage Focus Groups

Hilton London Heathrow
Register Sponsor

Engage Focus Groups

A platform where like-minded professionals come together

Our exclusive Engage Focus groups allow senior individuals working in customer and employee engagement to come together and voice their thoughts and share experiences across a wide range of topics in a structured professional environment.

The Engage Focus Groups are designed to offer a platform for like-minded professionals to engage in detailed discussion and find solutions to some of the most pressing issues and challenges facing the industry.


Get a flavour for the event - check out the highlights from April 2018

What to expect

The Focus Groups give you the option to attend three 90 minute roundtable sessions of your choice from the below topics. The discussions provide the perfect opportunity to share knowledge, collaborate and solve industry issues with Chatham house rules. In addition to the sessions there are several networking opportunities with over 100 of your peers.

1. Learning & Development

This topic will delve into the importance of learning and development when it comes to retaining your top talent.

2. Customer Engagement Transformation

This topic will delve into the changing perception of what makes a great customer experience, and what you need to do in order to thrive in the future.

3. Internal Communications & Voice of the Employee

Making employees feel valued and heard has never been more important. Join us to learn how you can effectively communicate with, and include, your workforce.

4. Evolution of Voice of The Customer

Organisations who capture customer’s expectations, preferences and aversions and implement new ways of doing things based on their findings are those who are the most successful within their customer strategies. Join us to explore how you can further enhance the way you listen to customers.

5. Employee & Customer Engagement, Links to Performance & Profitability

Discover how to seamlessly link your employee and customer engagement strategies in order to reap the benefits.

6. Future of The Contact Centre

In today’s digital world, customers expect responses 24x7x365. Join this session to discover what the future holds for your contact centre, as well as how to keep ahead of change.

7. Transformation & Change Management

We’ll be discussing how you can effectively keep employees engaged with your organisation throughout the process of change.

8. Future of the Workplace

We’ll be discussing how to prepare your organisation for the digital era, as technology and millenials continue to transform the way we work.

9. Artificial Intelligence & Robotics in Customer and Employee Engagement

We’ll be drilling down into these exciting new areas and examining how you can implement new technologies to ultimately transform customer engagement.

10. The Evolution of CX Service Design

Service design is critical to customer experience, yet many of us give little thought to actively designing experiences in the first place.  Attending this session will allow you to implement a new toolset that will ultimately drive profits, cost savings, and competitive differentiation.


THE 2018 Focus Groups In pictures

CLICK HERE TO VIEW THE Focus Groups PHOTO GALLERYPhoto Reel Focus Groups

Event quick facts

Focus Group Quick Facts

Click to Download the Focus Group Supplement from April 2018

Who will attend?

Directors, Senior Execs, Management and Heads of responsible for the workforce. Roles include:

• HR
• Employee Communications
• HR Advisor
• Organisational Development
• Training
• Internal Communications
• Employee Experience
• Employee Engagement
• People Director
• Employee Rewards
• Employee Retention



registration & coffee






second debate sessions commence




panel debate in main hall

Join your peers and each of our focus group hosts for an open discussion which covers each of our topics.


third debate sessions commence


drinks & networking party