Thought leadership

Employee engagement key to growth

The Chartered Institute of Personnel and Development (CIPD) and Hay Group Insight are calling on employers to review their engagement strategies in order to drive performance and business growth. This theme underpins the CIPD Employee Engagement Conference 2013 in partnership with Hay Group Insight at the end of January. There is now compelling evidence that […]

Five winning strategies to enhance customer engagement

No consumer experience happens as often, grabs share of wallet, and stimulates the senses more than grocery shopping, according to a research report from PwC in the US, which found that in the face of commoditisation the grocery sector has turned to the customer experience to help grow top lines and maintain margins. The report, […]

Nine customer engagement New Year Resolutions for 2013

Forget the cloud – but not entirely, because it’s probably a given. 2013 will be all about that small device we carry about everywhere, something called omnichannel, and reversing workforce management to help the customer to help you. Richard McCrossan, Strategic Business Director at Genesys shares his list of New Year Resolutions. 1: Reduce the […]

Mobile CRM key to 360 degree customer view

With more people going mobile as both consumers and workers, there is more reason than ever for companies to upgrade their CRM systems to enable remote access. But while recent research shows that many businesses are doing this, it also shows that more than half are dragging their feet when it comes to allowing employees […]

2013 – the year of the Chief Customer Officer

Over the last five years Forrester Research has reported a marked increase in the number of companies with a single executive leading customer experience efforts across a business unit or an entire company: 2013 will be the year we see the exception become the rule. Companies of all shapes and sizes finally start to realise, […]

Festive greetings from the Customer Engagement Network

May we take this opportunity to thank all of you in our Customer Engagement Network – and there are 20,000 of you – for your interest and support during 2012. It has been a difficult year with tough economic conditions prevailing throughout, but also with great opportunities for those who get their employee and customer […]

Employee Relations Institute officially launches

An innovative new membership organisation to promote and improve employee and workplace relations in the UK was officially launched last night at the House of Commons. The Employee Relations Institute (ERI) was launched at the House of Commons at an event attended by a senior audience from government, public and private sector organisations and trade […]

UK marketers are wasting £2.5bn a year

UK marketers are wasting billions of pounds by relying on gut instinct and guesswork rather than data and rational decision-making, according to a new study by marketing software firm marketing QED.  Marketers are descrtibed as raindancers rather than meteorologists.  The independent survey of 459 marketers found that according to the industry’s own estimates more than […]

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 […]