Customer Engagement Examples of Excellence EngageCustomer.com

In our latest podcast episode, industry experts Martin, Paul, Jim, and Steven Miller shared insights into Benenden Health's groundbreaking journey towards operational excellence in their customer contact centre. Through collaboration with Sabio and Genesys, Benenden Health has not only addressed operational challenges but also prioritised the wellbeing and support of their workforce, marking a transition from traditional Workforce Management (WFM) to a more holistic approach known as Workforce Engagement Management (WEM).

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 customer facing roles. In this podcast she talks about delivering “Tech with integrity” and shares her experiences and passion for helping customers and inspiring colleagues to deliver on that promise every day in an often challenging and emotional contact centre environment.

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 designed specifically for contact centres, that can be easily deployed without need for expensive, time-consuming engineering.

Dion takes us on a journey to look at some of the best inbound and outbound IVA use cases that deliver tangible ROI’s, explore the implementation process and how best to get started with an IVA.

We’ll discuss how the analytics and data captured by an IVA can positively influence the experience for both customers and colleagues, where generative AI fits into the story and have a look at the future of IVAs in the contact centre and beyond.

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 help your organisation to focus on what matters most to the customer.

Our 2023 study covered:


9,408 experience evaluations
5,000 UK consumer
7 industries: automotive, mobile phone, insurance, current account, retail (bricks and mortar), restaurants, and holidays (including third-party booking sites)
73 touchpoints

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 strategy and societal responsibility behind our approach.Customer facing colleagues are key when it comes to supporting customers in vulnerable circumstances however we recognise the need to really embed vulnerability consideration into everything we do and into our product, proposition and communication deign.  If we don’t embed consideration at this earlier stage, our customer facing colleagues will always be met with customers struggling to engage with our products and services.Our approach to embedding vulnerability consideration is key to helping us achieve good customer outcomes and our approach has been to embed a framework supported by principles and standards as well as a three pronged approach to training which has allowed us to bring vulnerability to life for our colleagues and to help close the empathy gap for colleagues fortunate enough to have not been impacted by vulnerability or an accessibility challenge.