Thought leadership

Customer experience taking off at airports

The world's airports are turning to mobile apps, social media and intelligent technologies, including geolocation services, to "make the passenger experience better", according to industry research. For the SITA Airport IT Trends Survey, industry technology provider SITA questioned 91 airport operators worldwide, in partnership with Airports Council International (ACI) and Airline Business magazine. "Improving the […]

VoC programmes gaining traction

Large companies with 'voice of the customer' (VoC) programmes have dedicated an average of three to five full time employees to them, according to a study by Temkin Group. The research report, entitled 'Prepare For Next Generation VoC Programs', showed that when fully implemented, these programmes provide highly tailored customer insights to employees across an […]

British business bank to boost economy

The British Chambers of Commerce (BCC) has published a paper setting out the detailed case for the establishment of a state-backed British Business Bank. The BCC’s long-standing call for the creation of a business bank received a boost yesterday when both Chancellor George Osborne and Business Secretary Vince Cable announced that their departments were considering […]

Bank chief pledges to restore customer trust

Speaking on his first day in the job, Anthony Browne said: "I want to restore banking as a normal sector of the economy playing its part in economic growth." Mr Browne, formerly of Morgan Stanley, said the BBA, the leading trade body for the bank sector, would work to regain public trust. "It (banking) is […]

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

How to optimise for Big Data

We need a clear path to advanced customer engagement, one that lets us tap into the real potential of data-driven programmes.  And the best programmes won’t work without creating an optimised approach to channels and customers. Here’s a look at these two critical routes to marketing optimisation, and how the payoff can extend beyond marketing […]

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 […]

Customer experience biggest business challenge

To better understand where the customer management market is headed, the Customer Management Exchange Network – a division of IQPC Exchange – examined the primary challenges facing Chief Customer Officers, VPs and Directors of Customer Experience from across the UK, US & Europe. According to the research study, the greatest challenge is Customer Experience Management, […]

Merger a match ‘made in heaven’

Foviance Group, the UK's leading user experience and analytics consultancy is merging with Seren Partners, the award-winning Service Design agency. Together, they are creating a business designed to deliver top notch brand experiences across all customer touchpoints: the world's largest service design agency. The business will trade under the SEREN brand with all 70 employees […]