Customer Engagement Examples of Excellence

In this episode of The Voice of Customer Experience, Gerry Brown is joined by Louise Walsh, Chief Customer Contact Officer at Utilita Energy. Utilita formed in 2003, is the UK’s first and only specialist Pay As You Go Smart Energy supplier, whose mission is to offer consumers better service and a fairer deal. Louise has been with Utilita for over 12 years in a variety of increasingly important cus...

In this episode of The Voice of Customer Experience, Gerry Brown is joined by Dion Millson, CEO of Elerian AI, whose innovative technology is helping companies automate telephone calls, using Intelligent Voice Agents (IVA) to deliver a natural, human-like interactions and a consistently great caller experience. We’ll explore the differences between basic, generalist chatbots, and pre-trained IVAs...

In this episode we’re joined by Jean-Francois Damais, Global Chief Research Officer and Jamie Thorpe, Head of Experience Management (XM) at Ipsos. Following the publication of the UK CX Report , we’re delighted to delve deeper into the research findings from this unique cross-industry study carried out by Engage Customer and Ipsos. Listen now for analysis and insight into the findings that will he...

Everywhere 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.

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...

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.  

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...

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...

Discover 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.

Engaged 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 exper...

In today's podcast, Gerry Brown, Chief Customer Rescue Office 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 con...

A Fireside Chat with Sabina Onwuka, Customer Services Manager at London Borough of Barking and Dagenham.

Hybrid 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 o...

Recognising 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.

Set 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 cus...

After 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 a...

Maria 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 org...

As 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 sp...

Anuj 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...

Allison 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 r...

Frans 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...

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...

When 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 organisat...

I’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 Hil...

Barbara 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,...