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Stuart O'Brien

Digital Customer Engagement Summit – Everything you need to know

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Are you free on October 15th? Join us at the Digital Customer Engagement Summit.

This is a bespoke and highly-targeted event created specifically for senior customer service professionals like you.

It is entirely FREE for you to attend. Simply register your place here.

When: 15 October 2019

Where: Hilton Canary Wharf, London

Format: Corporate ‘speed-dating’. As our VIP guest, you will be provided with a bespoke itinerary of pre-arranged, 1-2-1 meetings with suppliers relevant to your requirements. A series of seminars will also be hosted throughout the day, and you can network with professionals who share your challenges.

Lunch and refreshments are included with your free ticket.

Who Attends: Senior professionals responsible for customer engagement, with job titles including:

  • Head of Customer Care
  • Head of Digital
  • Customer Services Manager
  • Head of Customer & Digital Operations
  • Director of Customer Service
  • Head of Contact Automation
  • Digital Customer Service

Would you like to join them? Register your free place!

The Digital Customer Engagement Summit – One day, everything you need to optimise your digital customer engagement strategies.

For more information, contact Tiffany Cox on 01992 374087 /

Alternatively, if you’re an industry supplier, contact Gayle Buckland on 01992 374063 /

The countdown is on… last 2 free VIP tickets for the Call Centre & Customer Services Summit

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Time is running out for you to reserve a free place at this month’s Call Centre & Customer Services Summit.

Taking place on April 29th & 30th at the Radisson Blu Hotel, London Stansted, it will give you the opportunity to:

  • Meet new suppliers for face-to-face meetings based on your requirements and projects. No hard sell guaranteed!
  • Attend a series of insightful seminars.
  • Network with like-minded senior customer service professionals.
  • Enjoy complimentary hospitality including overnight accommodation, all meals and refreshments plus an invitation to our gala dinner with entertainment.

Don’t delay! Register now to avoid disappointment.

Or contact Tiffany Cox on 01992 374087 / to find out more.

To attend as a supplier, call Gayle Buckland on 01992 374063 or email

For more information, visit

Conversational marketing

Consumers love messaging for customer care… but hate its experience silo

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Consumers love the convenience of messaging but ‘struggle mightily’ with its experience silo, according to a new study.

Conducted by YouGov on behalf of eGain, the survey was based on responses from 1,777 consumers in the US and UK who messaged a business for customer service in the last 12 months.

When asked about their struggles when messaging businesses for customer service:

  • 43% hated repeating information across agents or when escalating to other channels;
  • 28% struggled with the speed of response; and
  • 23% were stumped by the relevance of response.

Another interesting and somewhat expected finding was the higher adoption of messaging for customer service among younger consumers. The survey found:

  • 39% adoption for the 18-34 age group;
  • 32% for the 35-54 age group; and
  • 20% for the 55+ age group.

Finally, younger consumers had a more positive view of messaging as a customer service channel compared to other contact channels like web chat, email, or phone.

  • 37% in the 18-34 age group were more satisfied with messaging than other contact channels; versus
  • 23% in the 35-54 age group; and only
  • 18% in the 55+ age group.

The Virtual Agent: Finding the balance between man and machine

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It’s no secret that AI technologies are taking the customer service and contact centre industry by storm. After all, the idea of replacing expensive staff with comprehensive automation can represent an all-too-tempting opportunity for contact centre cost-cutting.

Suddenly, a future where customers interact solely with emotionless corporate robots, with no option for compassionate human conversation, doesn’t seem quite so distant as it once did.

However, your human agents are the key to maintaining successful customer relationships, and driving a brand loyalty fuelled by genuine human interaction. It is in enhancing your agents’ ability to form these relationships that AI truly reaches its full potential.

Agents and Automation

By implementing intelligent automation in your contact centre, routine enquiries, repeat calls, and requests for information will be resolved must faster, often without the need for human interaction. This frees up live agents to tackle more complex questions, and serve priority customers.

By shielding live agents from repetitive, low satisfaction tasks and allowing them to use their unique skills and specialist knowledge, their job satisfaction is drastically increased, leading to reduced agent attrition.

Introducing brain® Virtual Agent

Content Guru’s latest AI development, brain Virtual Agent, is a cutting-edge AI toolset, offering Natural Language Processing (NLP), Image Recognition (IR), and Chatbot capabilities.

brain’s NLP technology facilitates speech recognition, allowing simple spoken queries to be automatically resolved, liberating your agents to tackle more complicated issues. Through speech-to-text transcriptions, brain can securely store customer interactions for compliance or data analysis purposes. Agents can access these using a simple keyword search, enabling future customer interactions to be more personalised and streamlined.

brain integrates seamlessly with world-leading IR technology. Through image filtering, brain can automate everyday, image-based queries, order images by importance, and flag up those that require specialist agent attention. Images can also be screened, so that your agents are not exposed to inappropriate content unnecessarily.

By understanding human language and simulating conversation, brain-powered chatbots can be used to provide accurate, live information to customers when prompted.

Find out more about how Content Guru’s AI offering can enhance your agent performance here:

 Find out more about Content Guru here:

CASE STUDY: Blackpool Costal Housing Leadership Programme

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Like most organisations Blackpool Housing found themselves with a group of 30 mid-level managers of varying experience and styles.

The organisation had not formally invested in developing the leadership skills of this group prior to the programme and selected Ember as its preferred supplier.

Click here to read more.

Tailor the Digital Customer Engagement Summit experience to suit you

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This autumn plays host to the Digital Customer Engagement Summit – a unique event designed specifically for hospitality procurement professionals.

15 October 2019 – Hilton Canary Wharf, London

Your personal – and FREE – one-day experience will be created based entirely on your own requirements and interests…

  • Receive a bespoke itinerary of 1-2-1 meetings with suppliers who match your business and upcoming projects
  • Choose to attend a range of insightful seminar sessions
  • Network with like-minded professionals
  • Enjoy complimentary lunch and refreshments

We have just 60 VIP places so register today to avoid disappointment.

You’ll be joining senior contact centre professionals from the likes of:

  • All Saints
  • AMEX Global Business Travel
  • Assurant
  • Avalara
  • Barnsley Council
  • BCG Digital Ventures
  • British Gas
  • Comensable 
  • Futures Housing Group
  • Haringey Council
  • Hermes
  •  Housekeep
  • KPMG 
  • Leicester County Council
  • Newday 
  • Target Group
  • Tesco
  • Samsung Electronics
  • Vodafone

Don’t miss out! We have a limited number of VIP places – register yours today!

For more information, contact Tiffany Cox on 01992 374087 /

Alternatively, if you’re an industry supplier, contact Gayle Buckland on 01992 374063 /

Are you ready for the Call Centre & Customer Services Summit?

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It’s now less than a month until the Call Centre & Customer Services Summit, which takes place on April 29th & 30th.

Simply click here to register.

This unique event takes place at the Radisson Blu Hotel, London Stansted.

The Summit will give you access to innovative and budget-saving suppliers for a series of pre-arranged, face-to-face meetings based on your requirements. You can also attend a series of seminars, and network with like-minded peers.

Plus all hospitality, including meals, overnight accommodation and an invitation to our gala dinner, is included.

But you should register your FREE place now to avoid disappointment.

Or contact Tiffany Cox on 01992 374087 / to find out more.

To attend as a supplier, call Gayle Buckland on 01992 374063 or email

For more information, visit

CASE STUDY: Increasing conversions at Agria Pet Insurance

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By Ember Group

Ember have created a bespoke training programme for Agria Pet Insurance, specifically for the teams processing quotes; with the purpose of boosting their sales conversions through effective sales conversations that are increasingly personalised and successful; whilst still maintaining FCA compliance…

Click here to read more.

Industry Spotlight: Fusion Contact Centre – Ultimate Unified Desktop

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Fusion’s agent-inspired unified desktop blends inbound & outbound contact over any channel, and finally at an affordable price.

Introducing Fusion “Contact Centre” 

Fusion Contact Centre is built by agents for agents, which is why it is so easy to use allowing your agents to provide an outstanding customer experience to your clients.

Fusion Contact Centre unifies all communication channels, such as voice, e-mail, sms, social media and webchat, along with CRM and other databases into a single user interface for your agents.

The Customer Perspective

Let’s face it, when a customer wants to get in touch with your business, they don’t think about what “channel” of contact they’re going to use. 

As 85% of the UK population either own, or have access to, a smart phone todays customer has the freedom to select whichever method of contact is convenient for them. “Switching channels” for the consumer from a call to SMS to email to live chat is a breeze. 

The smartphone has brought multiple channels of communication together into a single device, and UK contact centres are struggling to catch up. 

On top of this, a recent study conducted by Microsoft found that 37% of UK residents ranked “having to repeat or provide information multiple times”as the most frustrating aspect of a poor customer experience. 

The Contact Centre Perspective

As businesses we like to keep things separate, because it makes logical sense doesn’t it? We need to report upon KPI’s, monitor contact levels and forecast for scheduling.

Also, contact centres have been bolting on software to help communicate over multiple channels, without doing so with a view to the entire customer journey. 

And beyond different communication channels, did you know that in a typical contact centre 15% of an agents time is spent looking for information across disparate systems?

The need to toggle between multiple programs puts the agent at a disadvantage when trying to answer customer queries in a timely and efficient manner.

Fusion Contact Centre – Unified Agent Desktop

Fusion Contact Centre is built by agents for agents, which is why it is so easy to use allowing your agents to provide an outstanding customer experience to your clients.

Fusion Contact Centre unifies all communication channels, such as voice, e-mail, sms, social media and webchat, along with CRM and other databases into a single user interface for your agents.

Our Unified Agent Desktop (UAD) turns multi-channel interactions into seamless conversations, and your agents are presented with a full history of contact as well as access to other internal company data from the same UI, speeding up AHT, reducing error and improving your customers experience … all from a system designed by agents for agents. 

Phone: 03333 660 560



CallMiner speeds up insight from unsolicited feedback

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CallMiner has unveiled a CX Solution Pack for enhanced customer experience insights both within and beyond the contact centre.

The Pack provides a continuous flow of CX insights captured during every engagement. This data, the firm says, informs and directs customer experience professionals and contact centre managers at every point of the customer journey.

The CX Solution Pack provides customer intelligence from voice conversations, providing greater CX insight to complement and expand upon that gathered from surveys (solicited feedback).

As such, organisations will benefit from a continuous and more comprehensive measure of customer experience quality and customer loyalty across all customer interactions.

The CX Solution Pack implemented with CallMiner Eureka is about reducing effort and time to insight by providing a predefined set of analytical content specifically targeted to measuring various aspects of customer experience.

“The ability to capture the drivers of key CX moments of truth from every contact center conversation enables a new level of customer experience awareness,” said Paul Bernard, CallMiner President and CEO. “The CX Solution Pack provides contact center managers and CX Pros with velocity to CX vision with unsolicited feedback from the voice of your customer as well as how frontline employees represent the brand.”

The CX Solution Pack was designed to harness data and measurements, as well as accelerate time to insight with a categorization framework designed around best practices in measuring customer experience. It works to correlate unstructured data in conversations including sentiment to customer experience quality.

In addition, the Pack analyses customer effort and emotion, as well as customer loyalty, retention and likelihood to recommend.

For more information about the CallMiner Customer Experience Solutions, visit