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Predictions 2024

Find out which trends are shaping the customer experience in 2024 and beyond.

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Engage Hub are proud to sponsor Medallia Experience ’24

Power your customer service with our cloud-based AI platform – and deliver effective solutions that work for you.

With innovation at the heart of our business, we have extensive experience in delivering compelling journey optimisation and AI-powered automation for some of the world’s most successful brands across all sectors, such as Sainsbury’s, Bank of Ireland, TIM, Three Ireland and more.

Meet the team

Ray Tierney

CEO

ray.tierney@engagehub.com

Linkedin

Mark Sawyer

VP Strategic Sales

mark.sawyer@engagehub.com

Linkedin

Luigi Loconte

Product Manager

luigi.loconte@engagehub.com

Linkedin

Meet the team

Ray Tierney

CEO

ray.tierney@engagehub.com

Linkedin

Mark Sawyer

VP Strategic Sales

mark.sawyer@engagehub.com

Linkedin

Luigi Loconte

Product Manager

luigi.loconte@engagehub.com

Linkedin

Since 2010, Engage Hub has launched a range of services in partnership with Medallia, most significantly a data residency solution that facilitates growth in previously inaccessible markets.

Supporting key Medallia clients, Engage Hub has delivered multiple out-of-the-box chat solutions in 40 countries across various industries, providing high-speed global SMS connectivity, cost-effective routes for global SMS delivery and hassle-free integration, Engage Hub’s services continue to support Medallia’s clients globally with over 1.5 billion transactions per year.

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Compelling Journey Optimisation

Map, visualise, automate and optimise interactions in real-time to meet customers’ unique needs.

With Engage Hub, you can investigate every interaction and make evidence-based improvements that eliminate bottlenecks, remove friction, trigger automatic re-engagement and predict future behaviour.

AI-powered Automation

Deflect calls and digitalise first-line support to improve customer service, reduce operational costs and drive significant cost savings within your contact centre.

Engage Hub’s AI-powered solutions achieved 48% in call deflection to self-service channels, resulting in over £5 million savings per annum.

Power all your customer journeys, discover unseen insight, deliver truly personalised experiences

We recognise the challenges you face and have built intelligent, intuitive and effective solutions that work for you.

16+ points increase in Customer Effort Score (CES)
million savings per annum
44% self-serve effectively

“We’re excited to team up with Engage Hub to further strengthen our omni-channel contact centre CCaaS solution. Their automation, AI and machine learning advances will help MaxContact users reduce interaction handling costs and boost efficiencies, all while delivering a higher-quality and more seamless service across digital channels.”

Ben Booth CEO

MaxContact

“We are excited to welcome Engage Hub to the 8×8 Technology Partner Ecosystem and look forward to creating seamless, tailored solutions that benefit our customers and drive higher levels of engagement and satisfaction.”

Victor Belfor GVP of Business Development

8x8

“HGS and Engage Hub can together provide CX insight to real-time touchpoints, identify areas of opportunity to remove challenges within journeys, and improve the overall customer experience, which is so, so critical when customers have less money to spend.”

Christopher Sly Head of Digital

HGS UK

“Engage Hub has been instrumental in helping us develop and expand our marketing capabilities. Since the start of our journey, Engage Hub has enabled us to build stronger customer relationships, increase engagement and campaign effectiveness as well as to implement robust processes and reporting to continually drive cost efficiencies.”

Ian Flynn Business Product Manager

Three Ireland

“Before working with Three Communicate, Engage Hub’s strategic partner, many of our customer communications and data was in silos, with completely manual processes. Thanks to more integrated and automated approach, we have been able to save at least 6 hours a week on our outbound communications and use customer data in a more efficient way to deliver personalised experience to our customers.”

Paul Mulhall Communications and Digital Marketing Manager

Greyhound Recycling

“Engage Hub is a good fit for companies looking to zoom in on problematic journeys inundating their call centers to improve CX and agent experience; drive contextual cross-channel conversations (SMS, Web Chat, Messenger, WhatsApp, and IVR); deliver self-service; and trigger larger-scale journey transformation.”

The Forrester Wave: Journey Orchestration Platforms Q2 2022

Forrester

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Latest Resources

Data Orchestration

Three Signs Contact Centre Data Is Disorganised (And How To Fix Them)

By Simon Brennan 31 October 2023

Let’s look at three signs your operations, customer experience and profits are affected by disorganised contact centre data – and how to fix them.

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Customer Experience

How to Get Started with ChatGPT and other AI-powered Tools in Customer Service

By Luigi Loconte 13 April 2023

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Customer Service Automation

Customer Intent: How to Understand, Capture & Leverage It

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