Technology

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 […]

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 […]

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 […]

In-store mobile apps to take off in 2012

  While only 14% of retailers surveyed by in-store m-commerce firm AisleBuyer said they currently have a mobile application ('app') for customers' in-store use, 50% of those who do not have one said they were planning to introduce a shopping app during 2012  The survey, entitled 'Mobilizing the Store: Game-Changing Trends for 2012', found that […]

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, […]

Satmetrix targets SME’s with new Net Promoter offering

  Cloud-based subscription software enables small-to-medium-sized companies and departmental buyers to see benefits within weeks Satmetrix, the Net Promoter® software company, has brought its best practice customer experience technology within the reach of every business with the launch of NPS® Go! and NPS® Go+, the latest additions to its Net Promoter in the Cloud software […]