Technology

Facebook users not buying and using the site less

The online poll from Reuters/Ipsos found that one in three of Facebook’s 900 million users surveyed were spending less time on the website than six months ago, whereas only one in five were spending more. The findings underscore investors’ worries about Facebook’s money-making abilities that have pushed the stock down around 30 per cent since its initial […]

Total rewards programmes not cutting the mustard

Aon Hewitt's 2012 Total Rewards Survey of nearly 750 organisations shows that more than half (58 percent) use total rewards programs to drive employee engagement, while 48 percent want these programs to improve their ability to retain talent as well as attract talent (44 percent). However, 60 percent of companies surveyed described their engagement levels […]

Only one in ten businesses measure social media ROI

The study, entitled 'Tackling the social challenge', by multichannel digital marketing firm EPiServer.  found that while all figures point toward continued growth of the uptake of social media by British brands, the majority are still clearly struggling to measure its impact. Over the past year, almost one third (29%) of UK businesses have set up […]

Oracle makes a social media virtue out of Vitrue

Oracle will enter the social media publishing and campaign management market with the acquisition of Vitrue, the company announced Wednesday. Vitrue is a cloud service for managing social media publishing and structured marketing campaigns across Facebook, Twitter, and Google+, with particular emphasis on Facebook for embeddable page tab content and applications, such as the Vitrue […]

Hotels.com best for customer experience

In the 2012 Hotel Reservation study Hotels.com took first place for Overall Customer Experience, while in the Technical Quality portion of the study Priceline.com scored first for Reliability and Hilton.com took first for Responsiveness (Speed). Winners of Keynote Competitive Research studies are invited to participate in the company's Online Excellence Program which recognizes the "best […]

Customer service not yet aligned with customer communication channels

Vendor Genesys has released its Getting Closer to the Customer Report written by the Economist Intelligence Unit. The global study surveyed more than 798 senior executives worldwide, finding that more than half (58 per cent) of C-level respondents consider the CEO responsible for new customer communications channels such as social media and mobile. However, less than […]

Thunderhead goes .com to deliver customer engagement everywhere

Thunderhead.com, a customer experience management company has launched its cloud-based ONE platform to help businesses deliver highly personalised, relevant and engaging experiences across all digital devices and channels.   Previously known as Thunderhead, the company officially became Thunderhead.com today to signal its focus on digital customer engagement and availability as software-as-a-service (SaaS) for all its […]

Why bad feedback can be good for business

When it comes to social commerce, bad product reviews are good for business as two in three (68%) consumers say they trust reviews more when they see both good and bad scores   The Reevoo research found that customers who go out of their way to read bad reviews convert 67% more highly than the […]

Mobile apps linked direct to contact centre agents via a smart button

Genesys Mobile Engagement enables businesses to overcome today's isolated mobile application experience by empowering customers that need live support to quickly engage customer service agents or specialised knowledge workers, such as personal bankers or travel agents. The new solution provides increased context to highly personalize the mobile customer experience and empower agents with information to […]

Oracle puts its RightNow acquisition down to the customer experience

  Customer experience was the buzzword for Oracle as it sought to explain how its acquisition of RightNow Technologies would fit into its existing customer relationship management (CRM) and cloud computing technologies.   Oracle announced its $1.5bn acquisition of RightNow last October surprising many end users and analysts in the industry. In the past week, […]