Thought leadership

Vendor lists its social business predictions for 2013

 1. Businesses will continue to shift investments away from Facebook and back to on-domain communities In 2013, businesses that had previously shifted marketing funds away from their traditional dot-com domain towards Facebook will reverse that trend. Research from Forrester Research, Inc., and other leading analyst firms continues to validate the need for organisations to invest […]

Public sector organisations dominate the WOW! Awards

Organisations from across the UK and abroad were recognised for their outstanding customer service at The WOW! Awards 2012 Gala Ceremony in London. These prestigious awards are purely based on customer nominations for excellent service. Finalists were judged by an independent panel of experts from high profile British organisations, media and academia. This annual ceremony […]

Customer Engagement Summit – Chairman’s Report

I recently had the pleasure of chairing the Customer Engagement Summit in Victoria, London. Attended by over 300 industry professionals with an appetite to further their understanding of, and exposure to, practitioners, analysts and academics in the rapidly evolving area of customer and employee engagement. The feedback on the event to me has been fantastic and […]

How employee engagement boosts performance and profitability

Following hard on the heels of the Engage For Success launch and the Customer Engagement Network’s first Customer Engagement Summit, this Directors Forum went right to the nitty gritty of employee engagement with hard facts and figures about the link between employee engagement, customer engagement, performance and profitability. The Directors Forum, sponsored by Confirmit and […]

Public sector leads private on social media use

The private sector’s failure to adapt to the demands of social media poses a threat to the bottom line and creates a risk of reputational damage, according to data released by KPMG. A survey of more than 1,000 business executives revealed that inadequate responses to onlie activity by private sector firms contributes to service disruption and low […]

Inform, Inspire, Instruct, Involve, Incentivise

Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, released a new research report: "The Five I's Of Employee Engagement." The study shows a strong connection between employee engagement and several measures of productivity and customer experience. The study also reveals 25 Best Practices of Employee Engagement that […]

Social media key to corporate performance

A new report on the social media performance of the FTSE 100, Social Media in the City, concludes that the majority are at a competitive disadvantage by failing to engage effectively at a corporate level with social networks like LinkedIn, Twitter, Facebook and YouTube. It also suggests a link between social media performance and share […]

Customer Engagement Summit hailed as best customer event of the year

With close on 350 delegates in attendance and a speaker line up to die for the Customer Engagement Network’s first ever Customer Engagement Summit is being hailed as the best customer event this year – and indeed for many years. Of course content is king at events such as these and with case study presentations […]

Agility and service the keys to SME success

Business software and services company Sage, today revealed insights from its recent Business Index study showing that despite UK business confidence recording the highest level since 2008, the majority (69%) of respondents felt that the current economic climate made it harder for small businesses and startups to compete with bigger, more established companies.  While only […]

Employee and Customer Engagement Directors Forum – December 5

The stage will be set with an opening keynote from Jonathan Austin, founder of Best Companies and the man behind the influential Sunday Times Best Places To Work programme – he will be followed by Tanith Dodge, HR director at M&S and a key member of the Government backed Engage For Success Task Force set […]