CXM Editorial TeamCXM Editorial TeamOctober 8, 2019
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3min1210

An upcoming webinar will shine a light on how midsize call centres can adapt and thrive in the digital era, with expert advice from Genesys and Frost & Sullivan.

Hosted by Customer Experience Magazine, the free webinar will take place on October 17 at 11am BST, and will feature Alexander Michael, the Director of Consulting at F&S, who will be joined by Genesys’ Nick Wingrove, the firm’s VP of Solutions Consulting for the EMEA region.

The pair will deep-dive into a collaborative report, Midsized Call Centres take a Digital-first Approach, which examines how how call centres in the UK, France, Italy, Denmark, Sweden, and the Netherlands are dealing with the changes in customer engagement and their impact on business.

The whitepaper is part of a global series on how CX is the main factor in call centre operations, and explains how most call centres are taking a digital-first approach to customer engagement, with the majority considering, or utilising, cloud technology to boost performance and meet goals.

The webinar will see Alexander and Nick discuss how mid-size businesses approach CX and which technology trends will shape their operations going forward. The CX approaches of these firms will be compared with that of larger organisations, to provide insight into the most effective methods of customer engagement today.
CXM Editor Paul Ainsworth said: “Competition is fierce, no matter which industry you operate in. Mid-sized businesses face consistent pressures to define and implement strategies that will enable them to successfully acquire and retain customers.
“Knowing how your peers have accomplished this gives you an advantage. Leveraging the results from the recent Frost & Sullivan global mid-market study, you’ll get details on real-world Customer Experience initiatives.”
To register for the webinar, click here

CXM Editorial TeamCXM Editorial TeamApril 2, 2019
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3min762

Nearly two-thirds of Millennial and Gen Z consumers express a preference for brands that have a point of view and stand for something.

As customers demand a more personalised and meaningful relationship with the brands of their choice, it is imperative you have a clear brand purpose, and if not, you reinvent your strategy.

Brands such as Burger King and Millennium Hotels and Resorts will discuss how they ensure their marketing messages hit the right note with their audience and ensure they stay ahead of the curve during Incite Groups free webinar, 14:00 GMT 3rd April.

Marketing leaders contributing include:

  • Franck Kermarrec, Chief Marketing Officer, Millennium Hotels and Resorts
  • Andrea D’Aloia, Brand Director EMEA, Burger King
  • Ben Roberts, Digital Marketing Strategist and moderator of Marketing Buzzword Podcast 

Hear how these brand leaders are:

  • Strategically reinventing their brand purpose
  • Positioning themselves in an increasingly congested ecosystem and standing out from the crowd
  • Moving beyond traditional marketing and what this means for you

(FYI – if you can’t join live, we will send you the recordings if you register).

The Incite Group – a business intelligence company devoted to helping large corporations serve their customers better – is part of FC Business Intelligence Ltd, a registered company in England and Wales – Registered number 0438897. 7-9 Fashion Street, London, E1 6PX, UK.




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