Organisations need to be where their customers are. They need to take a more holistic view of them across all channels; offline, online, social and mobile
Joined August 2013
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From 22 Weeks To 4: The Blue Badge Service Transformation At West Sussex - Discover how West Sussex transformed its Blue Badge service from 22 weeks to just 4, enhancing customer experience through trust, empowerment, and efficiency.
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Evolve or Be Left Behind: Rethinking the Future of the Contact Centre - Discover how evolving contact centres can enhance customer service and employee engagement, as shared by Sabina Onwuka at the Customer Engagement Summit.
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Why I Chose the Same CX Platform Three Times
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Engage Customer Summit shortlisted for “Best Development of an Existing Conference/Event”
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Human Empathy in a Digital Age: Bill Kalyan on Evolving Customer Service
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From Soulless to Seamless: How AI is Humanising Customer Service - Discover how AI is transforming customer service from soulless to seamless by enhancing human connections and anticipating needs for a better customer experience.
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Focus Group: Calm Your Ai-Aggro: How to Design CX AI That Just Works
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The Five Shifts Reshaping Customer Service in 2026 and What They Mean for You
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Designing a Biodegradable Customer Journey: Keep What Matters, Lose What Doesn’t - Discover how AI and a human touch can transform customer experience with insights from Mayday's leaders on creating a biodegradable customer journey.
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From -45 to 10: How NHS Shared Services Transformed Its Contact Centre
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The Future of Service Is Smarter: How CX Leaders Are Driving Change
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The Personalisation Gap: Why Martech Failed You (and What's Changing)
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From Scepticism to Scale: The Journey to AI‑Driven Contact Centres
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Focus Group: CX Trends 2026: Driving Business Impact with Contextual AI in CX
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Empowered People in a Digital-First Contact Centre
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Mastering Multi-Channel Support: Why the Future of CX Is Human, Hybrid and Highly Orchestrated - Discover how multi-channel support, smart automation, and the irreplaceable human touch are shaping the future of customer experience.
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From Hold Music to Agentic AI - Reimagining Customer Experience
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Retailers Bet on Loyalty and AI — but Shoppers Are Quitting at Checkout Before Loyalty Takes Hold, Says New Research
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From Hand-Off to Heartbeat: How HSBC Put Social at the Centre of Its Contact Strategy - Discover how HSBC transformed social media from a peripheral channel to a core strategic asset, enhancing customer engagement and brand reputation.
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🎉The 2026 Engage Awards are open🎉
Enter before 27 Feb for 2‑for‑1 on all entries. Register, type “test”, submit to lock in your discount, then edit entries until 13 July.
Get your team’s work on a bigger stage and enter now: hubs.ly/Q041KmzQ0
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