Technology

IBM all for smarter customer engagement

IBM engagement with key customers is part of the company's strategy to tap into the $20 billion market for Smarter Commerce software. IBM announced that it is helping a range of global business leaders across major industries, such as Anheuser-Busch InBev, Bank of America, ConocoPhillips, Expedia.com, Office Depot, Radio Shack and Virgin Atlantic Airways, better […]

Amex doing nicely on customer engagement

Consumers have ranked American Express highest in customer satisfaction among US credit card companies, according to the annual nationwide study by J.D. Power and Associates. The '2012 Credit Card Satisfaction Study' study looked at six factors to determine overall satisfaction (those being Customer Interaction, Billing and Payment Process, Credit Card Terms, Rewards programmes, Benefits and […]

Ember analyses new contact centre service

Customer management consultancy, Ember Services, has launched an innovative new service that it says will give UK contact centres access to advanced speech, text and social media analytics without the need for upfront investment in technology licenses or skills development.  Ember’s ‘Managed Analytics’ service combines best-in-class technology with expert and insightful interpretation to provide comprehensive […]

Directors Forums for 2013 announced

2013   Customer Feedback – February Mobile Engagement – March Multichannel Customer Engagement – April Customer Engagement in Retail – May Customer Engagement in Financial Services – June Customer Engagement for Sales – September Social Media Engagement – October Employee & Customer Engagement – December

UK consumers ready for contactless payment?

The contactless payment symbol is now recognised by the vast majority of British consumers, suggesting that consumers are aware not only of the technology but also of the nationwide roll-out of the system, according to research from Barclaycard. More than 80% of the public – almost double the figure from 2011's survey – said they […]

Customer experience and bottom line

Analyst firm Forrester claims that customer experience is the greatest untapped source of profits in business today, and that projects commissioned to target this are putting pressure on technology departments. Harley Manning, co-author of  'Outside In: The Power of Putting Your Customers at the Centre of Your Business' said  that companies need to rethink how […]

A Noble attempt for mobile contact centres

Noble Systems, a global leader in unified contact centre technology solutions is releasing Noble Web Reports, a powerful tool designed to free managers and supervisors from their desks and get them back on the floor where they can manage more effectively. “Fast, efficient contact centres require real-time management, which means meaningful access to reports and […]

Confirmit adds another string to bow

Confirmit  has added another string to its bow with the acquisition of CustomerSat, the Enterprise Feedback Management software and services provider, previously owned by MarketTools. Confirmit is a leader in the Voice of the Customer (VoC) market, and this acquisition of CustomerSat, a recognised EFM and loyalty leader, is designed to add greater breadth and […]

Amazon links up with corner shops

The online shopping giant has trialled the Collect Plus service, which allows its customers to opt to pick up their purchases at a range of local outlets, from petrol station to corner shop, in recent months and is now to roll it out further afield. The new delivery service adds to a growing range of […]

Temkin says CEM at a tipping point

After passing through the initial stages of customer experience (CX) management evolution – those being 'CX Intrigue' and 'CX Exuberance' – the North American market has now entered into an era of 'CX Professionalism' in which best practices are being documented, according to the Temkin Group's report, 'The Future of Customer Experience'. The research examined […]