Latest posts

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

Voice still dominant customer service channel

More than seven in ten respondents from more than 500 contact centre operations surveyed by Noble Systems indicated that voice service is still the main channel of communications with their customers. Sian Ciabattoni, Marketing Director of Noble Systems EMEA, states: “We've seen an increase in customer interest in our multi-channel contact technologies as a result […]

UK consumers ready for contactless payment?

The contactless payment symbol is now recognised by the vast majority of British consumers, suggesting that consumers are aware not only of the technology but also of the nationwide roll-out of the system, according to research from Barclaycard. More than 80% of the public – almost double the figure from 2011's survey – said they […]

Mobile’s new face of engagement

With smartphones and tablets becoming the platform of choice for consumers and businesses alike, companies around the world are looking for new ways to engage customers via their mobile devices. According to a report from Forrester Research Mobile is the new face of Engagement'  an  effective mobile strategy requires entirely new “systems of engagement.” “Systems of […]

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 […]

Mobile customer service on an app

Jacada has launched its Jacada Mobile Agent, a new mobile product designed to improve the customer experience. Jacada Mobile Agent reduces inbound call volume and handle time by offering sophisticated self-service capabilities to smartphone and mobile device users. Previously released under beta, the Jacada Mobile Agent interaction designer is now available for immediate download from […]

To blog or not to blog is the question

More than half believe that channelling marketing communication through a blog is ‘quite’ or ‘very’ realistic. These are the results of the Say Communications’ survey report, ‘Blog the Brand Builder? The 50 marketers who were polled also voted Twitter and LinkedIn the most popular social networks with 80% usage. And two out of five had […]

Olympics helps boost employee engagement

The majority (65%) of UK businesses said that the Olympics were less disruptive than expected; with nearly half (48%) reporting no impact on their organisation and 79% of managers saying their jobs were not affected. A post-Olympics survey of over 1,000 managers, published by the Institute of Leadership & Management (ILM), explores the impact on […]

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, […]