“The Inner Circle Guide to Customer Engagement & Personalisation” is a contact centre and CX research report based on surveys with over 400 UK & US organisations and 1,000 customers from each country. 


Each Inner Circle Guide is available for the US and UK. 



Written for businesses looking to improve their customer engagement and loyalty through personalisation strategies and techniques, “The Inner Circle Guide to the Customer Engagement & Personalisation” gives hard data and guidance on: 

  • Using AI to deliver a hyper-personalised experience
  • Developing employees’ emotional intelligence and empathy
  • Using real-time sentiment analysis 
  • Which channels are best for customer engagement & personalisation?
  • Individualising website and telephony self-service experiences 
  • The use of predictive analytics and personality-type matching
  • Managing the customer’s ‘moment of truth’ and winning loyalty.


To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.


If you have already registered, please log in here.



"*" indicates required fields

State (USA Only)
What are the main areas of investment in your contact centre in the next 12 months? (check all that apply)
Privacy Policy*

The information you provide will be used in accordance to the terms and conditions set out in our Privacy and Data Processing Policy. Please confirm you have read and understood the policy.

ContactBabel uses information you share with us to provide products or services that you request, answer your inquiries or communicate with you about your account or transactions with us, and send you information about new research, features on the Site or changes to our policies. We may also share data gathered in the registration process with third parties who have sponsored the report(s) downloaded and who may contact you for the purposes of direct marketing. You may withdraw your consent for this at any time by contacting info@contactbabel.com, and we will delete your account and all personal data. If you do not wish to complete the registration process, please contact us requesting the reports you would like to receive.

By clicking ‘Register’ you will be able to download reports, and are agreeing that ContactBabel may occasionally contact you with information relevant to you. If you wish to delete your account and remove your contact details, please contact smorrell@contactbabel.com.