Shows
Customer Engagement Examples of ExcellenceThe Long Game of Loyalty: A Fireside Chat with Divya Kerslake, Head of Customer Strategy at Virgin RedEverywhere you turn, every company you transact with is trying to sign you up to their new loyalty scheme. Retail is saturated with loyalty schemes but are they effective? Divya will explore the rise of loyalty schemes, their purpose and how to create lasting relationships with your customers.
2023-07-2416 minCustomer Engagement Examples of ExcellenceEmbedding Vulnerability Consideration across Your Business: A Fireside Chat with Karen Stewart, Senior Vulnerable Customer Consultant at Standard Life
We are all potentially vulnerable at some stage in our lives be it a life event like redundancy or a bereavement through to our own health. Consumer duty is all about delivering good outcomes for all customers and vulnerability is mentioned more that 100 times in the final paper so from a regulatory aspect, it’s critical. We have never been driven by regulation alone and we have a market leading strategy and societal responsibility behind our approach.Customer facing colleagues are key when it comes to supporting customers in vulnerable circumstances however we recognise the need to real...2023-07-0626 minCustomer Engagement Examples of ExcellenceUnlocking Customer Insights Through the Development of a Voice of the Customer Programme: A Fireside Chat With Charlotte Owen, Head of Customer Planning & Customer Relationships at Financial Times
Discover how the Financial Times works to understand their customer story.
Listen to this session from the 2023 Customer Engagement Transformation Conference, where Charlotte Owen, Head of Customer Planning & Customer Relationship shared how unlocking your customer needs and motivations supports strategic decision making and allows for commercial growth.
2023-07-0614 minCustomer Engagement Examples of ExcellenceGetting Closer to the Customer: A Fireside Chat With Anna Wilcox, Customer Experience Director at Bupa
Bupa is a large global organisation and within the UK has over 26,000 employees supporting over 4.7 million customers with their health and care needs. As one of the leading health insurance providers in the UK, Bupa Insurance has witnessed the impact that Covid-19 has had on the population and the healthcare industry.
The pandemic has changed the world as we know it, our outlook on the world and our attitude to health and wellbeing. During the pandemic the limited access to healthcare gave rise to a change in how customers looked to access healthcare. Bupa needed...2023-07-0618 minCustomer Engagement Examples of ExcellencePutting Your App at the Heart of Your Customer Experience
The use of Apps has grown phenomenally through the pandemic years and are known to drive loyalty with customers. In a recent report from Google, they quoted that retail brands that design app journeys to drive customer loyalty have a Net Promoter Score that’s 32% better than retailers that do not.However, customers are starting to be more selective with the Apps they are keeping on their personal devices. Bethan talked about how to set your App strategy to drive customer loyalty and growth.Bethan is a customer experience specialist. She started her career advising Retail, Services an...2023-07-0620 minCustomer Engagement Examples of ExcellenceUnlocking Customer Insights through the Development of a Voice of the Customer Programme: A Fireside Chat with Charlotte Owen, Head of Customer Planning, Customer Relationships at Financial TimesDiscover how the Financial Times works to understand their customer story. How unlocking their needs and motivations supports strategic decision making and allows for commercial growth.
2023-07-0614 minCustomer Engagement Examples of ExcellenceUnlocking Exceptional Customer Experiences: The Power of Empowered EmployeesEngaged employees = Superior CX: Empowering employees boosts their engagement, leading to exceptional customer experiences.
Ownership and Initiative: Empowerment fosters employee ownership and initiative, driving proactive problem-solving and improved CX.
Collaboration and Innovation: Empowering employees encourages collaboration, knowledge sharing, and innovation, enhancing overall customer experiences.
By empowering employees, organizations can elevate CX through engagement, ownership, collaboration, and innovation.2023-06-2330 minCustomer Engagement Examples of ExcellenceThe Strategic Importance of the Contact CentreIn today's podcast, Gerry Brown, Chief Customer Lifeguard at The Customer Lifeguard, and Leigh Hopwood, CEO at the CCMA, delve deeper into the importance of the contact centre and its role in driving customer loyalty and retention. They highlight the pressure on the frontline, the need to close the gap between customer expectations and service delivery, and the effective utilisation of contact centre insights to drive business change. Through their insightful discussion, they emphasise the critical role that the contact centre plays in shaping the customer experience and ultimately, the success of an organisation.
2023-03-2935 minCustomer Engagement Examples of ExcellenceSupporting Front Line Teams Having Difficult ConversationsA Fireside Chat with Sabina Onwuka, Customer Services Manager at London Borough of Barking and Dagenham.2023-02-2815 minCustomer Engagement Examples of ExcellenceMaking the Changes to Make Hybrid Work: A Fireside Chat with Lucie Child, Strategy Lead, Customer Care at The Very GroupHybrid working is without doubt one of most significant changes to the way we work in living memory. For many businesses, enabling remote working was a necessary response to ensure business continuity in the face of the challenges thrown at us by the pandemic. We now have the opportunity to take stock; to reclaim control, create balance and reshape the new ways of working in a way that works for our people and our businesses. The debate rages on about the most appropriate way to do this and of course the answer may well not be one size fits...2023-02-2817 minCustomer Engagement Examples of ExcellenceUsing Speech Analytics to Track Vulnerability and Cost of Living Consumer BehavioursRecognising the needs of vulnerable consumers can be paramount to ensuring great customer services. Hear from Tandem Bank's Managing Director of Servicing and Tandem’s Customer Experience Manager on how they utilised speech analytics to track vulnerable and cost of living consumers behaviours.2023-02-2822 min
Customer Engagement Examples of ExcellenceE.ON Next Reveals How to Create a Customer-First CultureSet up in the midst of the pandemic, E.ON Next is a new energy supplier focused on renewable energy. In a podcast for Engage Customer, CEO of Soul Corporations and Guest Editor at EBM Nicholas Brice spoke to E.ON Next’s Head of Digital Customer Experience Abdul Khaled. Together, the two discussed what it means to be a customer-centric organisation and how companies can provide value to their customers.
Recent crises have put energy at the forefront of people’s minds
Discussing E.ON Next, Abdul noted that the energy supplier previously occupied a sp...2022-12-1933 minCustomer Engagement Examples of ExcellenceAdapting Service for Vulnerable Customers: A Fireside Chat with Andy Harrison, Senior Manager, Vulnerable Consumers Lead at Fidelity InternationalAfter 20 years in the insurance industry, I joined Fidelity in August 2020 to focus on our approach to supporting customers in vulnerable situations. I started my career in a call centre and progressed into management roles before pivoting to conduct regulation, where I became subject matter expert in significant regulatory changes in consumer protection like the Insurance Distribution Directive and the Fair Treatment of Vulnerable Customers. I have always worked to provide good outcomes for customers and so moving into this role was ideally suited to me. It’s a very rewarding and challenging role.2022-11-2917 minCustomer Engagement Examples of ExcellenceBecoming Truly Customer-Centric: A Fireside Chat with Maria Vidler, Head of Resolution at Starling BankMaria is the Customer Outcome & Resolution Director for Starling Bank. She is an experienced senior leader, with a proven track record in the financial services sector which spans over 20 years. Maria cares passionately about customer centricity and has successfully delivered a number of operational performance and customer experience improvements at multiple financial services organisations in order to support business and strategic ambitions2022-11-2920 minCustomer Engagement Examples of ExcellenceInnovation At Speed: A Fireside Chat with Lynzi Ashworth, Campaign Planning and Analytics Center of Excellence Leader - UK, EMEA and APAC at AonAs the Global Centre of Excellence (CoE) leader Lynzi oversees the running of global and regional campaigns that tell the Aon Story and support business growth. On setting up the campaigns CoE Lynzi took the marketing organisation from operating in solios to a more effective model which ensures Aon’s has a globally consistent go to market approach as well as allowing for innovation and scale at speed.2022-07-0522 minCustomer Engagement Examples of ExcellenceOvercoming Challenges in a Digital-First World: A Fireside Chat with Anuj Agarwal, Data and AI Lead at NatWestAnuj is a technical leader with a substantial delivery record of complex technology platforms including Cloud Transformation, Data Modernization, Fintech Products, and Data-driven Algo Trading.Anuj enjoys leveraging strong business and technical acumen to facilitate world-class customer-centric products leveraging data, blockchain, and AI. He maintains a proven track record of working effectively with clients, team members, vendors, and other key stakeholders to resolve complex business challenges.2022-07-0518 minCustomer Engagement Examples of ExcellenceManaging Different Customer Demographics: A Fireside Chat with Allison Coucher, Senior Service Strategy Manager at SkyAllison has worked in the Telecommunications industry for 26 years and is currently working in Service Strategy in Sky Group Technology, focusing on TV Customer Experience and primarily the technology that underpins and supports that– a topic which she is extremely passionate about.Her focus is on ensuring that Sky customers are able to enjoy all of the great content and products that they love right now, as well as understanding their future requirements and defining strategies to accommodate customers growing and evolving needs in their connected life. Working across Sky group to ensure technology is scaled and supported; collaborating with ex...2022-07-0521 minCustomer Engagement Examples of ExcellenceGuest Experience During and After the Pandemic: A Fireside Chat with Frans Leeanaars, Group Customer Experience Director at TUIFrans is CMO Western Region (Belgium, Netherlands, France) for the TUI Group since 7 years, overseeing all marketing & customer disciplines in the three countries. After a huge rebranding exercise towards TUI in the different markets, he worked with his teams on building a truly omnichannel brand, which resulted in several awards both for best website & best retail experience.Two years ago he has taken on the additional responsibility of Customer Experience Director for the TUI Group. In this capacity he leads Customer Strategy & Innovation, Consumer Insights plus all Customer Service Operations in the different locations where TUI operates. Frans has lived...2022-07-0525 minCustomer Engagement Examples of ExcellenceHow are knowledge management initiatives revolutionising the human experience?Hear from some of the industry’s experts as they discuss How knowledge management initiatives are revolutionising the human experience.Joining us for today’s panel, we have Kathy Shine, Training and Knowledge Specialist at Fexco, Matthew Kemp, Head of CRM and Customer Operations at Formula One, Victoria Duxbury, Associate Director Knowledge Development at BCLP Law and Karina Battaglia, Innovation, Marketing & Customer Success at Microsoft!2022-07-0444 minCustomer Engagement Examples of ExcellenceStop Juggling: How to Take Control of all Your Enterprise KnowledgeWhen it comes to discovering knowledge within an organisation, people often ask, "why can't we just have Google?" The amount of digital information is growing faster than ever, and it's being created and stored in tons of different locations. Employees are then left with the burden of searching endlessly, often coming up with incomplete or inaccurate information. Learn how large, complex organisations have realized this growing problem and identified enterprise search and the key to addressing it.2022-07-0421 minCustomer Engagement Examples of ExcellenceThe Main Risks of Not Adopting a KM Strategy: Your Coffee Break with Brendan Thompson, Knowledge Management Lead at Facebook IncI’ve worked as a professional librarian for close to twenty years in both public and private settings. I started as a paraprofessional at North Carolina State's DH Hill Library and eventually transitioned to the US Environmental Protection Agency (EPA) and the National Institute of Environmental Health Science (NIEHS) while pursuing my Masters in Information and Library Science from UNC-Chapel Hill's School of Information and Library Science (SILS). After Graduate school I began my professional career at an environmental consulting agency in Boston and a clean energy think-tank, Rocky Mountain Institute (RMI) in Boulder, CO. My experience as a knowledge man...2022-07-0427 minCustomer Engagement Examples of ExcellenceHow is the future of work is shaping KM? Your Coffee Break with Barbara Bitondo, Lead Designer, Knowledge Solutions at The World Bank GroupBarbara Bitondo is a senior specialist who leads strategic, transformational corporate initiatives and global knowledge-sharing experiences in partnership with learning, communications, information management and human resource teams at the World Bank Group. She has been recognized for designing replicable, scalable experiences that expedite tacit knowledge transfer and combine emerging/existing, synchronous/asynchronous technology in new ways. Barbara is passionate about connecting and engaging diverse groups, matching needs with know-how, and values elegant, memorable and impactful solutions with measurable results.2022-07-0420 minCustomer Engagement Examples of ExcellenceCommon Mistakes in Implementing Knowledge Management Initiatives: Your Coffee Break with Pete Poul-Graf, VP, Global Service Desk, Service Now Dev-Ops, Transformation and Workspace, Customer Care at DHLPete is a “People-focused transformational leader’ who is passionate about customer service, helping others achieve goals, and driving a continuous improvement mindset. Inspire a team of 50 nationalities speaking 17 languages to embrace challenges; drive visible, measurable high performance. Direction-setter and key influencer who shapes opportunities and people to foster success, stability, and growth.As a motivating “no excuses” IT executive with a history of repeated advancements into increasingly responsible technology leadership and service delivery roles. Led consolidation of 31 local and regional service desks across LATAM and Europe into a unified global world-class customer service operation for DHL that has won industry awards i...2022-07-0430 minCustomer Engagement Examples of ExcellenceKnowledge Management at The Royal Mail Group: Your Coffee Break with Kate Jones, Head of Knowledge Management at The Royal MailKate Jones leads a team of 80 people in Royal Mail providing a centralised knowledge management service to the UK business. The team provide regular reporting, data provisioning, master data management and business partnering services.Kate has worked for Royal Mail for over 20 years, joining the company as a Mathematics graduate and has undertaken varied roles within the organisation during her career. Her roles have focussed on data and reporting since her involvement in the company’s IPO in 2013, where data accuracy was a key area of focus.Kate has a passion for people management and empowering her team to provide an...2022-07-0432 minCustomer Engagement Examples of ExcellenceHow is traditional customer contact evolving and what does this mean for the customer journey?Hear from some of the industry’s experts as they discuss How traditional customer contact is evolving and what this means for the customer journey?Joining us for today’s panel, we have Sergio Martin, Global Remote Resolutions Manager at IKEA, Mohamed Mohamed, Global Head of Customer Operations at British Council, David Farris, Director of Worldwide Customer Experience at EA Sports and Manas Bhardwaj, Head of Customer Success at Microsoft!2022-06-2932 minCustomer Engagement Examples of ExcellenceConsumer Behaviour in the Fitness Industry: Your Coffee Break with Wais Shaifta, Non-Executive Director at The Gym GroupWais Shaifta currently sits on the Board of The Gym Group plc as a non-executive director, where he is supporting the next phase of their growth. Prior to that, Wais was the CEO of Push Doctor, one of the leading digital healthcare companies in Europe. It works in partnership with the NHS to connect millions of patients each week with clinicians and appointments which are available in minutes. Wais was previously Director of Global Operations at Europe's largest online beauty marketplace Treatwell and prior to that, he spent six years with Just Eat culminating in the role of International Operations...2022-06-2933 minCustomer Engagement Examples of ExcellenceHow Listening to Customers Helps Exceed Expectations: Your Coffee Break with Joanne Brown, Head of Customer Service at Cromwell2022-06-2918 minCustomer Engagement Examples of Excellence3 Pillars to a Truly Customer-Centric Organisation: Your Coffee Break with Michela Cocco, Global Customer Experience & Innovation Manager at NespressoMichela is an international Customer Experience Manager who strongly believes in CX to break the silos in the organization and drive business growth. In her career she has led global CX transformation projects in international companies across different industries: Telecommunications, Retail, Utilities, Food&Beverage. Her areas of competencies go from CX strategy, CX Design, Customer Journey & management, CX Governance and customer-centric Culture development. Her passion for CX, her customer-centric methodologies and the ambition of improving the CX by challenging the status quo, make her a true customer advocate and change maker. Currently she is responsible for the design and delivery of ne...2022-06-2921 minCustomer Engagement Examples of ExcellenceHow a Community is the Key to Engagement: Your Coffee Break with Julie Austin, Marketing and Digital Director at BravissimoEver wondered what it’s like to be working for a company that to inspire women to feel amazing and celebrate their figures? Join our exclusive interview with Julie Austin, Marketing and Digital Director at Bravissimo as she tells us more about her role, recent projects, and future plans.2022-06-2916 minCustomer Engagement Examples of ExcellenceMoving to Digital Customer Experience: Your Coffee Break with with Gemma Colby, Head of Customer Experience at YellGemma joins us as Head of Customer Experience at Yell working towards the mission of connecting consumers and businesses brilliantly. With over 20 years of experience delivering customer focused change across organisations in a variety of industries, namely logistics, housing and digital marketing industries. Gemma is passionate about delivering outstanding customer experiences and continuously improving those experiences through insight and bringing a customer's journey to life. She is at her best when working collaboratively to achieve customer focused outcomes and empowering teams to deliver these.2022-06-2921 minCustomer Engagement Examples of ExcellenceHot technology enables teams to drive better human experiences: Your Coffee Break with Becky Nadis, Director of Customer Experience at LinkedInBecky was formerly at Bain and NewsCorp, MBA from HBS. Focused on media, information and marketing services sectors, with deep experience in strategy and execution.2022-06-2919 minCustomer Engagement Examples of ExcellenceModern Customer Contact Channels: Your Coffee Break with Lindsay Mitchell, Global Lead of Customer Engagement at PhilipsEver wondered what it’s like to work for a company that helps improve people's lives through meaningful innovations? Join our exclusive interview with Lindsay Mitchell, Global Lead of Customer Engagement at Philips as she tells us more about her role, recent projects, and future plans.2022-06-2918 minCustomer Engagement Examples of ExcellenceApproaching Customer Complaint Handling: Your Coffee Break with Andrew Robertson, Head of Customer Policy & Service Improvement at Land RegistryEver wondered what it’s like to work for the company that registers the ownership of land and property in England and Wales? Join our exclusive interview with Andrew Robertson, Head of Customer Policy & Service Improvement at Land Registry as he tells us more about his role, recent projects, and future plans.2022-06-2923 minCustomer Engagement Examples of ExcellenceHow the role of the contact centre has evolved: Your Coffee Break with Luke Squires, Operations Director at Sykes Holiday CottagesEver wondered what it’s like to work for a company that allows you to browse 1000s of handpicked holiday cottages & accommodation in top locations throughout the UK & Ireland? Join our exclusive interview with Luke Squires, Operations Director at Sykes Holiday Cottages as he tells us more about his role, recent projects, and future plans.2022-06-2921 minCustomer Engagement Examples of Excellence4x Engage Award winner NatWest share their success storyWith a truly joined up customer and employee engagement strategy, NatWest took home 4 Engage Awards on 2nd December 2021 in the following categories:• Best Customer Contact Strategy in a Crisis• Best Customer Service Team• Best Use of Voice of the Employee• Best Use of Technology in Employee EngagementWe're so excited to hear how NatWest achieved such amazing success as Katie and Cath delve further into how to create a winning CX strategy on 9th February at 12:35PM GMT.2022-06-2927 minCustomer Engagement Examples of ExcellenceAffinity Water Case Study: An Award Winning Transformational JourneyLuke tells us about Affinity Water's transformation journey since 2019, which has won many awards for its approach and delivery, both within the UK and Globally. Luke will explain how the transformation started through the development of clear customer and colleague insight, which lead to a journey of change which impacted their customer focus, colleague processes and capability as well as the deployment of new systems to enhance experience. Along the way Luke will share some of the lessons learnt, from creating a platform for change, engaging with leadership and driving improvements through every layer of the organisation.2022-06-2919 min
Crack the Customer Code099: B2C vs. B2B Customer ExperienceWhat’s the difference between B2C and B2B customer experience? IS there a difference? Adam and Jeannie discuss in today’s episode.
B2C vs. B2B Customer Experience: What’s the difference?
This may sound like a trick question, but it comes up a lot!
Many B2B companies don’t believe it’s important to invest in customer experience, and some even believe it doesn’t apply to them at all.
So is customer experience more important in a B2C environment?
On one hand, you might sa...2016-03-1416 min