Improved customer feedback processes lead to excellent customer service

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The Challenge

United Business Media (UBM) is one of the largest events, data and media businesses in the world. It organises more than 300 market-leading B2B events every year.

As part of its Sales Excellence programme, UBM wanted to understand customer perceptions before and during project delivery. It decided to survey approximately 1,400 clients to capture these perceptions.

The Results



UBM was able to adapt its products and services to meet specific customer needs, which resulted in an increase in customer spend.


Total marketing

UBM was able to use this opportunity to capture future marketing permissions in order to keep the conversation going.

Customer satisfaction

Response data continues to show how customer opinions have improved over time. 

The Journey

UBM previously used in-house systems for customer research. This time, however, UBM wanted to improve the quality of both its research data and its client communications. The company came to Gather for our expertise in customer data capture software and compliance.

Once we fully understood UBM’s requirements, we recommended Gather Enterprise to provide a bespoke, comprehensive solution. We implemented bespoke branding and modules across a variety of platforms and devices, including smartphones, tablets and desktops.


UBM chose our data capture app because:

  • Gather was able to integrate with UBM’s multi-channel environment, including its telephony system
  • It provide detailed real-time reports and feedback
  • The app was easy for clients to use

The Sales Excellence programme continues and UBM conducts research at regular intervals.

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Gather has allowed us to improve our event sales process and improve the quality of our lead conversion.
Huge shout-out to Chris and his team for their immense support/dedication to provide us with a lead capture app that meets our high expectations; we look forward to presenting more technical challenges to them with our list of insane feature requests.