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Banks look to win back trust

Customer Management iQ recently conducted a survey among customer experience professionals across Retail Banking, Corporate Banking, Insurance and Financial Services to explore trends in investment strategies, data monitor technology and the impact of legislation and regulations on customer experience management. The survey was conducted following the release of the Ombudsman's Report, which revealed a 51% […]

Confirmit Voices new engagement model

Confirmit has launched Confirmit Voices a Voice of the Customer engagement model which enables companies to build successful VoC programmes that drive business change and generate Return on Investment. The model is built around a six-stage process: define, design, implement, analyse, act and review. It helps organisations to develop clear objectives and design a tailored […]

Employee engagement on the up

According to the 2012 Trends in Employee Global Engagement report issued by human resources consulting firm Aon Hewitt. It was a modest ascent, with 58% of global employees engaged in 2011 compared with 56% in the previous year, but the percentage reverses years of declining levels. Engagement levels also vary widely by region, with fully […]

Obama and Romney trade outsourcing insults

Three weeks ago, the Obama campaign began seizing on a Washington Postreport that US presidential rival Mitt Romney's Bain Capital invested in companies that outsourced jobs to China and India Romney and his campaign have employed a counterattack: They're now saying that President Obama is an outsourcer, too.  The gist: "I'm rubber; you're glue -your […]

Cloud good for UK business

Despite the economic outlook, recent research – commissioned by Microsoft – predicts that 18% of European SME’s are planning to invest in new technology in the next twelve months. The reason why? Because developing ‘Cloud technology means that they achieve more computing power for less money. “Computer networks have evolved over the years from separate […]

KANA acquisition leaves Ciboodle Swordless

KANA Software has acquired contact centre provider Ciboodle from the Sword Group. Many of the world's best known customer-centric Fortune 500 companies and leading government entities rely on KANA and Ciboodle for advanced customer engagement across multiple channels. Recognised by leading analyst firms such as Gartner and Forrester Research, together the two companies create a […]

Contact centres finally going mobile

New research from Aspect reveals that a large majority of organisations (86 per cent) already claim to have either the technical infrastructure in place, or are planning to do so, in order to support mobile technology for customer service. The influence of mobility on people’s lives, their attitudes and choices, and the way they now […]

Employee engagement more than ownership

The Institute of Customer Service has warned that the deputy prime minister's call to boost levels of employee ownership approach will not be enough in and of itself to boost staff engagement levels across UK plc. Nick Clegg has pledged to increase the productivity of UK business by increasing the number of companies owned by […]

B2B companies struggling with engagement

A survey from PR firm Waggener Edstrom revealed 82 per cent of marketers are using video with the majority (61 per cent) creating corporate videos. Around half of the respondents use it to extend their marketing campaigns (49 per cent) and for internal communications (43 per cent). While a high percentage of marketers are using […]

Bank customers vote with feet

Angry customers of the so called ‘big five’ High Street banks including Barclays and RBS/NatWest are voting with their feet – and their wallets – and inundating building societies, credit unions and ethical banking alternatives with current account applications. This comes as calls for banking reform grow with greater competition seen as a way to […]