Here at the Customer Engagement Club we are building the largest and most influential global community of senior executives looking  to implement strategies that build consistent, relevant and mutually beneficial relationships with their customers across all channels.

I invite you to  Join our Club  and community.

Steve Hurst, Editorial Director, steve@ictcomms.com

Multichannel for Contact Centres, Directors Forum, 26th January, London
'The changing face of the contact centre in a multi-channel environment and how to deliver a 'joined up' customer experience across all channels' Speakers include:Steve Morrell, ContactBabel, Marcus Hickman, Chief Executive Davies Hickman Partners and former Director of the CCA and The Henley Centre, Jonathan George,Head of Contact Centre Services Specsavers – (case study), Bian Salins,Head of Social Media, BT (case study), Interactive Intelligence (case study), Steven Thurlow, Technical Director, Sword Ciboodle. Free to attend for contact centre and customer engagement/service professionals. Register

The new, 9th edition of the UK's largest survey of contact centres is now available for download, free of charge.
"The UK Contact Centre Decision-Makers' Guide (2011)" is a 300-page PDF report detailing the business issues,strategies, technologies, expenditure and performance of UK contact centres. Covering topics such as social media, self-service, IP, multimedia, HR, operational performance and strategy, the report is based upon in-depth interviews with over 200 operations. Results are segmented by business sector, contact centre size and activity type, so you can compare your operation with others of the same kind.

Employee and customer engagement – the keys to competitive advantage
Successful and sustainable strategies that organisations use to forge the link between employee and customer engagement, performance and profitability in these turbulent times were bought into sharp focus at the latest Customer Engagement Club Directors Forum. Directors Forum chairman Steve Hurst, editorial director of the Customer Engagement Club reports

Measuring customer engagement - why it’s how you use the data that counts
The latest Customer Engagement Club Directors Forum on Customer Engagement Strategy and Measurement took delegates on a journey through the worlds of BIG data, customer insight, company culture and employee and customer engagement in the search for profitability and competitive advantage 

Customers voting with their feet when organisations fail to listen
Switching epidemic continues unabated as latest Satmetrix Churn Index suggests many service and supplier organisations are still not listening to customers as close on 10 million have switched in past six months

Only half of organisations have a customer measurement strategy 
A recent survey found that 87% believed online customer experience management was more important now than ever before. However, only half had implemented strategies and methods for measuring results
 
Customer complaints against financial services companies surging again 
More evidence of the weight of claims over loan insurance mis-selling has emerged with the latest complaints figures from the financial ombudsman
 
Confirmit adds missing piece to its feedback jigsaw 
Powerful new combination will widen scope for Confirmit’s mobile feedback and multi-channel customer engagement offering
 
How retailers can improve social media marketing 
When it comes to responsiveness, interest levels, and customer service, there is a wide gap between retailers that are currently using social media such as Facebook 'Fan Pages' to reach out to consumers, according to a white paper by social CRM and marketing software provider Conversocial
 

White Paper: Ten Reasons Why It Pays To Be Anti-Social!

White Paper: Net Promoter Drives Word of Mouth across Industries