CUSTOMER SPOTLIGHT “[The weather crisis] has been a real test of the Engage platform, and I genuinely believe that had we not been using it, our social media responses would have been nowhere near where they’ve been. Engage has been a godsend for us this week.” Luke Taylor-Sales Brighton & Hove Buses Head of Customer Experience CHALLENGE: Brighton & Hove Buses, a bus services operator in southern England, receives a constant stream of questions and comments via channels such as email, Facebook, Twitter, Instagram and letters every day. Inquiries about topics ranging from scheduling changes and bus delays to route updates and ticket refunds flood the company’s contact center. Brighton & Hove realized the inefficiency of asking agents to manually monitor each individual

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