Technology

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 […]

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 […]

Cloud based CRM floats past in house platforms

Businesses are reporting high levels of confidence in cloud-based CRM systems, with more than half saying they see better value from these systems than from their in-house equivalents, according to recent research from cloud CRM provider Really Simple Systems. The survey found that adoption of cloud CRM systems has soared over the course of the […]

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 […]

Customers love their loyalty cards

Two thirds of British consumers said loyalty schemes make them feel more loyal, and more than 80% would want to replace a lost loyalty card according to a study by card maker Plastic Card Services Commissioned to mark 30 years of high street loyalty card programmes in the UK, the survey found that consumers aged […]

How customers are liking Facebook

A new study of European retail brands by comScore and Facebook has found that popular consumer brands are utilising Facebook to deliver media impressions at scale, achieve brand amplification and resonance, and ultimately drive desired behaviours among key customer segments. The study, entitled 'The Power of Like – Europe', examined European retail brands such as […]

Getting a 360 degree customer view?

Pitney Bowes Software (PBS), a global provider of data management, predictive analytics and communications management solutions is releasing its flagship Data Management Platform, Spectrum. This release incorporates master data management capabilities with a future-proof approach that helps organisations build, extend, understand and leverage complex relationships and hierarchies within and across organisational boundaries and into the […]

Customers download call centre queue buster

A free app which saves people from being held in annoying queues at call centres, has been downloaded 10,000 times, saving every single user, on average, a hefty £76 per year. Entrepreneur and innovator Matt King, who launched the new WeQ4U app in March, says mobile users are flocking to download the time saving app […]