Employee/Customer Engagement

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 […]

The competitive advantages of engagement

Entitled ‘The Rules of Employee Engagement: Communicating, Collaborating and Aligning with the Business’, the new study from Aberdeen Group attributes the positive impact of engagement on a business to improving the retention, performance and productivity of workers. But, it noted, while many organizations understand the virtue of engagement, the big challenge is creating a programme […]

Temkin says CEM at a tipping point

After passing through the initial stages of customer experience (CX) management evolution – those being 'CX Intrigue' and 'CX Exuberance' – the North American market has now entered into an era of 'CX Professionalism' in which best practices are being documented, according to the Temkin Group's report, 'The Future of Customer Experience'. The research examined […]

Understanding employee values key to engagement

According to a recent Maritz Motivation Solutions study, companies can improve the effectiveness of the reward and recognition programmes they invest in by focusing on participant values. While businesses have spent more on employee reward and recognition programmes in recent years to attract top talent and retain good employees, only 45.3 percent of employees feel […]

Amazon Apple and Google most trusted

The ClickFox Consumer Data Audit indicates that consumers embrace location services in marketing campaigns, are wary of data use among retailers and trust the financial services industry most with personal information, followed by healthcare and government in second and third, respectively. Amazon, Apple and Google were revealed as the most trustworthy organizations with regards to […]

Salesforce Communities next big thing?

Salesforce Communities claims to be the only community platform that combines the power of social networking with business processes for breakthrough collaboration and productivity New technology will accelerate the industry’s transformation to the social enterprise Salesforce Communities will combine social networking features such as profiles, real-time feeds, trending topics, recommendations and influence measurement, with the […]

Online customer engagement key to recovery

Online businesses account for 8.3% of Britain’s economy but we can expect even stronger future growth from this sector according to Gary David Smith – co-founder of Prism Total IT Solutions.   “Britain’s online businesses generated more than £121 billion for the UK economy in 2010 which is the equivalent of about £2,000 for each […]

Social media missing on employee engagement

Much has been made of the potential of social media when it comes to employee engagement but research has revealed that employers are failing to harness this power. Two-fifths of workers would be happy to talk to their line manager over Facebook, and a fifth say they would tweet the head of their department and […]

Olympics a working from home bonanza

Fears before the Olympics that more than one million sports mad visitors to Britain would swamp the digital infrastructure of the Country and bring public transport to a halt have proved totally unfounded according to a leading UK IT entrepreneur. “ ISP’s have held up fine despite the massive increase in users,” said Gary David […]

Penny dropping on customer experience and profits

Temkin Group has released its new research report, The Future of Customer Experience. The research examines how customer experience (CX) management has evolved and where it is heading. The research shows that 59% of large companies have ambitions to be industry leaders in customer experience within three years. At the same time, Temkin Group estimates […]