Engage Customer

Jo Causon CEO of the Institute of Customer Service delves into the significant impact this year's General Election results has on customer service and how it remains a vital tool for economic recovery. Jo outlines there is one thing that absolutely needs to be focused on – addressing the challenging and often volatile economic landscape we have all been dealing with as business leaders over the past few years. There are four vital areas for business and economic improvement: ⭐ Service excellence ⭐ Professionalisation ⭐ Protecting our public facing staff ⭐ Improving governance In this article delve into these areas in more detail > https://hubs.ly/Q02HFF8x0

🌟 New AI report available! 🌟   We've joined Genesys and Engage Customer to release a new study on AI in Customer Experience.    Here are some eye-opening findings: - 78.26% of #AI adopters report increased customer satisfaction - But 69% of businesses aren't ready for AI implementation - Over half have no or limited #AIstrategy Is your business prepared for the AI revolution in CX? Download the full report to discover: ⚡ Current AI adoption trends ⚡ Key challenges in implementation ⚡ Strategies for success in the AI-driven future Arm yourself with the insights you need to thrive in the age of AI-powered #customerexperience. Download the full report here: https://shorturl.at/EQnvp

In partnership with Sabio and Genesys we’ve embarked on a journey to unravel the presence of AI in today’s workplaces. 🤖 Sending out a survey to over 30,000 members of our Engage Customer community as well as hosting an episode of Engage Customer Talks, a podcast and a Focus Group, we've embarked on a journey to unravel the impact of AI in today's workplaces. Within this report, you’ll be able to read more about our key findings: ⭐ 24.24% reported that more than 20% of their interactions are already AI-led. ⭐ 61% say that customers are responding well to AI-driven CX initiatives. ⭐ 39.19% of organisations want AI to play an exploratory role in their business strategy. 📄Download the report > https://hubs.ly/Q02HBtTf0

The latest episode of Engage Customer Talks is a must-watch for anyone interested in how AI is revolutionising customer engagement. 🤖 David Cousins, Principal Sales Specialist from Amazon Web Services (AWS) and Steve Bell, VP, EMEA Solutions Consulting from Verint, share valuable insights on leveraging AI to enhance customer experiences and stay ahead in today's competitive landscape. Delve into the key insights and takeaways from the discussion here > https://hubs.ly/Q02HWh640 Watch the full episode here > https://hubs.ly/Q02HWdXL0

Are you proud of your team's efforts, but aren't quite sure of the benefits that entering the Engage Awards will provide? Entering the industry's only awards programme to celebrate excellence across the entire spectrum of engagement comes with a myriad of benefits to both your team and your organisation as a whole. 5 of the biggest benefits include: ⭐ The chance to recognise your team, their efforts and their achievements ⭐ Boosting team motivation simply by entering ⭐ Associating your organisation with industry excellence ⭐ Letting customers (new and existing) know that you're leading the way in the industry ⭐ Attracting new talent and retaining existing talent In case you needed any more motivation to start your entries, you can see what some of our previous winners thought below... Enter today > https://hubs.ly/Q02HMrzx0 *Remember, entries close on Tuesday 13th August!*

What exactly is AI, and how can it benefit my enterprise? For many organisations, leveraging this powerful technology can still feel like navigating a complex labyrinth. Download this latest webinar with industry experts, Michael MacAuley and Patrick van Blarcum from Liferay where they discuss their journey of implementing AI and reveal the real business value behind AI within Digital Experience Platforms. Gain valuable insights on: ⭐Breaking down complex AI terminology and concepts into understandable insights. ⭐How to systematically integrate AI into your organisation to improve efficiency and customer engagement. ⭐Practical ways AI can enhance decision-making, optimise operations, and elevate customer experiences. Download today > https://hubs.ly/Q02Hpyq00

Missed out or want to catch up? Last month we held our annual Customer Engagement Transformation Conference and welcomed over 500 delegates into The Brewery on Chiswell Street. The event was a huge success, with speakers from world-leading brands such as Sky, London Borough of Barking and Dagenham, Les Mills UK (LMUK), Holiday Extras, Monzo Bank, Biffa, AutoTrader, Deliveroo, OVO, NatWest Rooster Money, AXA Health and more, taking the stage on the day. The event delved into how you can future-proof your customer engagement strategies, with 30 case studies, exclusive interviews, panel discussions and focus groups taking place, the Conference left no stone unturned. Read the highlights of the day in detail here > https://hubs.ly/Q02HCcTn0

How can process transformations enhance customer engagement? The third step in the customer engagement VEVE framework, introduced by Davies Hickman at the 2024 Customer Engagement Transformation Conference in London, highlights the significant impact of optimising the value chain and building completely new business processes. By updating and developing buying and service processes, organisations can improve customer experience. As Davies Hickman’s and Engage Customer’s research shows that 81% of consumers are frustrated by poor stock availability, onboarding, delays in refunds and more. These process transformations should be made a priority, customer engagement is greatly influenced by streamlined, effective processes and by refining these to be customer-centric, customer loyalty could be notably enhanced. Explore more about us https://davieshickman.com/ #customerinsights #customerengagement #engagement #marketreseach #valuechain #valuechainengagement

Engage Customer sent out a survey in partnership with Sabio and Genesys to over 30,000 of their community members asking how they view AI in 2024, how they are using (or planning to use) this new technology, what challenges they face with its adoption, and how they envision the future. The key findings from this research are detailed within this new report. - 24.24% reported that more than 20% of their interactions are already AI-led or enabled - 41.94% say that AI is a nice-to-have that will likely grow in importance over the years - A whopping 96% agree or strongly agree that "balancing customer privacy with AI-driven personalisation will become increasingly challenging" - Looking to the future, most organisations want AI to play an exploratory (39.19%) or supportive (39.19%) role in their overall business strategy Click here below for full report...

At the 2024 Customer Engagement Transformation Conference, Marcus Hickman, Managing Director and Jo Davies MBA, Director at Davies Hickman shared with us their VEVE framework for customer engagement, where they revealed the key to effectively engaging customers lies in having four crucial conversations. At our 2024 Customer Engagement Transformation Conference, Marcus and Jo shared with us their framework aroud their new consumer research, titled ' The Transformation Conversation'. This week we look at their final and fourth conversation around AI. According to their research with consumers 67% of customers are happy if organisations use AI to analyse their satisfaction with a service. Also 48% of customers are happy if organisations analyse their emotions when interacting with brands, in order to improve customer service.