2020 Insight – All about engagement

An online event 08 – 11 December 2020


About the week

As Covid-19 continues to massively change the way we all do business, here at Abacus we remain determined to bring together our clients to share customer success stories and demonstrate the latest innovations and benefits of our platforms and services.

So we are delighted to announce that our annual Customer Experience Management event will this year take place online over the course of four days from 8–11 December 2020.

What to expect

We’ve put together a dynamic programme covering a wide mix of strategic and operational topics including client case studies and ‘how to’ insight sessions. This year’s theme is All About Engagement and will have a focus on successfully navigating the type of transformational change currently being accelerated by the Coronavirus crisis – from running successful digital events to taking advantage of increased demand for online products and subscriptions.


We hope you enjoyed the Client Week 2020!

Videos to all the individual sessions are now available. Please or Register

Tuesday 08 December

09:50 – 10:00


Ian Eckert – Innovation Director Abacus


10:00 – 10:45

Life After COVID – The Critical Role of Digital Engagement

Ian Baldwin – Chief Information Officer Centaur, Piers Diacre – Chairman and CEO IPE, Neil Duffy – Director of Wellbeing and Funding retailTRUST, Tim Potter – Managing Director Newsquest, Alex Read – Product Manager Wilmington Healthcare, Imran Sroya – Director IBC

From staging a major international event completely virtually to serving industries devastated by the crisis, a top-flight panel of business leaders discuss the impact of COVID in their sectors and how they’ve adapted their models and strategy to cope. We’ll discuss the ways in which the pandemic has accelerated long-term transformational trends and the value of high-quality digital engagement in this rapidly changing environment.

Watch on demand

14:00 – 14:40

Make the Right Choices – Using Engagement Metrics to Drive Decision Making

Ian Eckert – Innovation Director Abacus

Accurately understanding your audiences’ engagement is an essential component of delivering a successful digital strategy. In this practical session, we’ll talk about the data needed to measure engagement, demonstrate how to create an Engagement Index and show how this powerful metric can be used to inform decision making through ‘What If’ analysis.

Watch on demand

Wednesday 09 December

10:00 – 10:30

The Show Must Go On

James Laker – Marketing Consultant IBC

How do you take the world’s most influential media, entertainment and technology show, that in 2019 attracted 56,000 attendees from 150 countries, and transform it into a digital experience? In this session, James Laker will explore the obstacles and opportunities IBC faced when the pandemic struck and show how an existing digital strategy was rapidly leveraged to answer the challenge.

Watch on demand

14:00 – 14:30

5 Things You Didn’t Know About the Platform That Will Make Your Life Better!

Ikemesit Ansa, Stephen Cave, Mark Farrington, Dennis Nasadovich, Dee Sonmez Abacus

The Abacus support specialists take a look at how you have been engaging with our help site and highlight some key articles that we think could help you get the most out of the Platform.

Watch on demand

15:00 – 15:30

Asking the Right Questions – Making the Most Out of Every Interaction

Andy Jack, Glenn Watts Abacus

The way you ask your audience for information is key to good data capture and building engagement. This hands-on session will provide a guide to best practice in form design and demonstrate the toolkit available in Webvision Cloud as well as how you can test the effectiveness of your approach.

Watch on demand

Thursday 10 December

10:00 – 10:45

What Do You Want to Happen Next?

Adam Brownsell – Publisher Royal Society of Chemistry

This session will show real examples of how Chemistry World has delivered innovative and valuable branded content on behalf of multiple clients, covering the strategy, creation, presentation, promotion and evaluation. Adam Brownsell will also look at how you can measure, improve and optimise key journeys on your site to encourage more positive interactions and deliver greater value to your clients, your audience and your business.

Watch on demand

14:00 – 14:40

Engaging Advertising

Graeme Palmer, Jody Willis Abacus

Delivering the right ‘eyeballs’ is only half the battle. Creating effective options for your commercial partners is just as important. In this session, we’ll guide you through the wide range of creative approaches available to Webvision Cloud users from micro-targeted display ads through native advertising and content marketing to sophisticated partner microsites.

Watch on demand

Friday 11 December

10:00 – 10:30

Moving the Model – Creating a Flight Plan for Business Transformation

Andy Salter – Managing Director DVV International

How do you transition the world’s largest professional aviation site from free to paid while maintaining your advertising revenues? In this session, Andy Salter will explain his strategy and the importance of audience engagement to its ultimate success.

Watch on demand

11:00 – 11:40

Developing Engagement – Platform Roadmap: Part 1

Jon Alford – Platform Director, Ian Eckert – Innovation Director Abacus

With some major platform developments on the horizon, we’ll outline our R&D programme and demonstrate the powerful ways these new functions can be used to create highly engaging user experiences that boost activity and conversion.

Watch on demand

14:00 – 14:40

Developing Engagement – Platform Roadmap: Part 2

Francisco Amaro – Chief Architect, Ian Eckert – Innovation Director Abacus

We’ll ‘go behind the curtains’ to see how the forthcoming Experience Management Engine can support a wide variety of engagement models and techniques.

Watch on demand