Employee/Customer Engagement

Savvy customers ahead of call centre agents

BT and Avaya research finds 70 per cent of UK and US consumers think they often know more than the contact centre agent dealing with their enquiry Seventy per cent of consumers believe they often know more about the products and services they’re enquiring about than the contact centre agent dealing with their call.  That’s […]

Engaging employees critical to savings success

Britain’s workers remain undecided on retirement saving despite growing awareness of the government’s reforms, which will see millions of people automatically enrolled into a pension for the first time – Aviva’s second Working Lives report shows.

 The success of the new workplace pension changes, which started to roll out in October 2012, hangs in the […]

NHS looks to improve employee engagement

NHS is taking steps in the right direction to improve staff engagement and patient care but employee consultation and communication remains a challenge CIPD, HPMA and NHS Employers to join forces in enabling and empowering HR professionals to improve people management practice in a challenging environment The latest NHS staff survey findings highlight some welcome […]

Webinar:Mobile Customer Engagement, 7th March

Please join us for our free Mobile Customer Engagement Webinar Date: Thursday 7th March 2013 Time: 12 noon GMT REGISTER for the Mobile Customer Engagement Webinar or the on demand playback Presenters: Steve Hurst Editorial Director, Customer Engagement Network Conrad Simpson Director, Interactive Intelligence Introduction by Steve Hurst The rise and rise of mobile customer […]

BYOD – are you for or against?

Two distinct types of organisations emerge from Symantec Corp's new State of Mobility Survey – "Innovators" who readily embrace mobility and "Traditionals" who are reluctant to implement it. Eighty four percent of innovators are moving ahead with mobility, motivated by business drivers, and they are experiencing significant benefits. Traditional organizations are implementing mobility more slowly, […]

Customers insist on mobile apps transparency

MEF, the global community for mobile content and commerce has announced the results of its first Global Privacy Report.  Supported by AVG Technologies, the ten country study of 9,500 respondents reveals consumer attitudes towards the use of their personal information by mobile app providers. Against a backdrop of recent high profile transgressions, the report was carried […]

John Lewis goes for collections convenience

John Lewis is give its customers the choice to return online purchases of clothes, shoes and fashion accessories for free via a network of over 5,000 local convenience stores, newsagents and petrol stations. The returns option will be offered in partnership with CollectPlus, the largest store-based parcel service in the UK, making it easier and […]

Barclays to offer free Wi-fi in branches

Barclays will become the first major UK high street bank to offer free Wi-fi access for its customers in branches nationwide. The new Wi-fi service is the latest move by Barclays to make banking easier for its customers – by providing more opportunities for them to access the internet. The Wi-fi hotspots will be rolled-out […]

Brand loyalty hangs on emotional engagement

Apple, Amazon, Samsung, YouTube, and Twitter led the 'Top 100 Brand Keys Loyalty Leaders List' for 2012, marking the first time the annual list has seen such a seismic shift in loyalty leadership, in terms of new categories and brands making appearances in the top 100. According to Robert Passikoff, Brand Keys' founder and president, […]

Voice of the Customer Forum Report

Customers are playing an increasingly important strategic role in the development of organisations’ services and products across channels and the Voice Of the Customer is critical to the development of customer engagement strategies.   These were two of the key conclusions that came from the Customer Engagement Network’s Directors Forum on Voice Of the Customer […]