Engage Customer

Data is the new gold! In today's world, every customer interaction is a chance to gather insights. But are you turning those insights into action? A data-driven customer experience means anticipating needs and crafting personalised interactions that truly resonate. In this article by Rod Jones, discover the five things every CX professional needs to know about data-driven CX > https://hubs.ly/Q02ZRhSg0

As the Golden Quarter kicks off, marketers are gearing up for Black Friday, a retail event that saw UK online sales hit £8.5 billion last year! With numbers set to soar, crafting standout strategies is key. Personalisation is your secret weapon! Harry Hanson-Smith from Dynamic Yield by Mastercard shares his top tips, so get ready to boost your sales game! > https://hubs.ly/Q02ZNZ090

I thoroughly enjoyed attending the Customer Engagement Summit 2024 hosted by Engage Customer. Coming off RSA Global’s recent recognition for Best Service in Cross-Border eCommerce by Arabian Cargo Awards, this London event offered a refreshing and profound look into what often-used terms and abbreviations in CX mean on a deeper human interaction level. My Key Takeaways: 1️⃣ Every CX issue is an opportunity – Rather than seeing challenges as nuisances, we can reframe them as chances to earn customer trust through meaningful interactions. 2️⃣ Leadership shapes experiences – Thanks to Vinay Parmar, I learned how leadership impacts CX through three simple yet powerful steps: • Customer experience builds memory. • Focus on the important stuff: keep your eyes on the prize. • Master the basics to excel. 3️⃣ Solid interlocked foundations drive growth – A shoutout to Steve Baxter, who emphasized the power of automating upselling and cross-selling through unified yet modular platforms to simplify customer growth and build loyalty. 4️⃣ Language drives inclusivity – Harriet Lack from Oxford Languages inspired us with insights on how innovating language fosters a global impact through inclusivity and collaboration. 5️⃣ Customer loyalty as a myth – The biggest paradigm shift came from Anna Miley, who challenged us to see the world “from the outside in.” Her perspective on this was so striking and thought-provoking, it earned the cover spot for this post! By the way, Vinay Parmar has very succinctly summarized Anna Miley's points in his post here https://lnkd.in/damTJ4ex 6️⃣ Breaking silos enhances engagement – Thanks to Jo Davies MBA and Marcus Hickman for unveiling research on how dismantling organizational silos can improve customer engagement and profitability. 7️⃣ Empathy + Innovation = Impact – Mike Stewart and Joseph Jack shared actionable strategies for supporting vulnerable customers with empathy and innovative solutions, which ultimately build trust and loyalty. 8️⃣ AI enhances, but empathy is irreplaceable – The closing panel featuring Dina Hassan and Shannon Hamer emphasized that while AI can augment human knowledge and provide valuable insights, it always requires balance and human input. They agreed that human empathy remains irreplaceable in building genuine connections and trust. It was a pleasure connecting with Josh Beale, Alesia Burvin 🐘, Alberto de la Rivaherrera, Joe O'Sullivan, Orna Morris, Natasha Doyle, Salma Omar, Sarah L., Asaf Ben Israel, Phil Corr, Morris Pentel, George Loraine, Wikus du Rand, Caroline Fox, Murtazah Shah, Khaled Miah, Liubov Tykholoz, Barry-John Leahy, Edward Chapman, Chris Brown and many, many others who share the passion for delivering exceptional solutions to the market! #CustomerEngagement #CX #CustomerExperience #Empathy #AI #BusinessExcellence #ecommerce #omnichannel

What a night! 🏆 Winners in the Organisational #culture category at the Engage Customer Awards this evening 👏 🏆 Highly commended in Overall #customerexperience Excellence Award at the Engage Customer Awards this evening 👏 🏆 Highly commended in Best #employeewellbeing Award at the Engage Customer Awards this evening 👏 Feeling super proud as our #colleagues and #customers are the two most important groups of people for Correla as an organisation 😊 #workplaceculture #BPO #managedservices #employeeengagement #decarbonisation #netzero #utilities #customersatisfaction

It was great to hear from Nicky Haddow, Head of Marketing at Victoria’s Secret & Co. as she shared her insights on how the brand has successfully reconnected with the UK market by localising content, adapting their store locations and making the brand more accessible to broaden its appeal to a whole new audience. Have to say I’m one of those people who’d never go into a VS store and now love 💖👏🏽 Engage Customer

Today, Suzanne Lannin and I took to the stage at Engage Customer transformation Conference to share a case study around how Standard Life UK recognise and respond to customers in vulnerable circumstances and how we use high quality insight and data to drive improvements in our customer journey’s. Were both super passionate about excellent customer care so it’s a topic close to our hearts. Thank you to everyone who joined us at the Data and Insights stage and to Gerry Brown - CCXP, FRSA for the warm introduction. Walking into the main stage this morning, I was a little overwhelmed at the sheer number of people in attendance and chatting to Katie Donaldson, I wasn’t surprised to hear it’s the largest audience yet. I love seeing so many people coming together to spend a day focussed on incredibly important people - our customers! Thanks for having us Engage Customer, it’s been fabulous.

Engaged employees are the key to success for any company so it’s an honor to be named a finalist for this prestigious award!

Great day at Engage Customer CX event in London. Most presentations had a B to C theme but still plenty of takeaways on how we could implement at Hudl. Great event and location. #CustomerEngagementSummit

I had the pleasure of attending the Customer Engagement Summit in London today, hosted by Engage Customer. It was a great reminder of how crucial it is to keep evolving in the way we connect with customers and keep delivering real value for them. From exploring the growing impact of AI on customer interactions and engagement, to emphasising the need for really customer centric cultures that are company wide, the insights shared couldn’t be more relevant for all of us today. Key insights for me from the day: ✅ It’s not just about adopting AI tools, but integrating them in ways that elevate customer trust and personalisation. ✅ Consistency and reliability lays the groundwork for delivering those wow moments that customers remember - loved this quote "Master the boring basics". ✅ AI is helping to create huge efficiencies that enable us to focus on delivering high value interactions. ✅ Real personalisation isn’t just a strategy anymore - it’s an expectation. ✅ Customers are leaving after only a handful of poor experiences. This quote from one of the sessions (from Bupa) really stood out for me.. "The world’s most customer-centric organisations put exceptional focus on building the right system, capabilities and developing experience maturity." #CustomerEngagement #CustomerExperience #CX #CustomerSuccess

The Customer Engagement Summit in London closes its doors ⭐ Just imagine: ✔️ 2000+ attendees ✔️ 250+ presenters ✔️ 6 topic stages ✔️ 1 main stage It was an incredible day where we forged new connections, met clients and industry colleagues, shared insights, and presented #SupportYourApp's CX solutions. Key takeaways from this summit: ◼️ 60% of #CX leaders expect AI to have a transformative and significant impact. ◼️ Personalization, from the customer’s point of view, means: ▪️ Actively listening ▪️ Understanding their needs ▪️ Communicating effectively ▪️ Showing empathy and respect ▪️ Resolving their issues ▪️ Offering convenience, flexibility, and accommodation ◼️ Businesses should use #AI to augment — not replace — human interaction. P.S. Stay tuned as we soon share the results of our survey on the CX revolution, exploring the role of AI and humans in this evolving landscape. Thank you, Engage Customer, for hosting such an incredible event! #CustomerSupport #CustomerEngagementSummit2024 #CustomerEngagementSummit Liubov Tykholoz Maryna Stavnycha Kate Laptieva Yurii Maidan