Technology

Facebook down and Google up

Changes Facebook has made to its user experience, such as Timeline, along with concerns over privacy have brought down the social network's consumer satisfaction score, according to a new report. Facebook, already the lowest-scoring e-business company, suffers the largest decline in customer satisfaction according to the American Customer Satisfaction Index (ACSI) E-Business Report released in […]

Social media customer conversations sorted

Salesforce.com the enterprise cloud computing company is launching new Salesforce Radian6 Insights technologies and ecosystem to empower social enterprises to manage the massive volume of social media conversations generated daily. With Insights technologies, social enterprises can now understand the meaning behind billions of social conversations across multiple languages with in-depth sentiment, intent, demographics and more. […]

John Lewis nation’s favourite brand

Brandwatch analysed 40 leading brands in a bid to spot the ‘heroes and villains’ of 2012. A year on from the previous report there are some interesting changes to the customer service arena. John Lewis which managed a top 5 place in the 2011 edition, were this year’s winners. The retailer attracted more praise than […]

Social business the new customer strategy

Social business – a company's move from a presence on social platforms to strategic engagement that supports business goals, fosters brand affinity and generates co-created value – is no small undertaking for corporations, but it is undoubtedly the direction in which top companies are heading, according to an in-depth study on social media trends released […]

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 […]

Merchants offers new contact centre service

Merchants, best known in the UK for its offshore outsourced contact centre services, has launched a radically new and different service to the UK customer management industry.  ‘Contact Centre as a Service’, will give organisations direct access to best-in-class contact centre technology on an ‘on demand’ basis, avoiding the need for large scale capital investment. […]

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 […]

Customers emotional about financial services

Financial services companies trade upon the relationships they hold with their clients, and those relationships depend on serving those customers' needs. But what do they really want and need? The answer, according to Harris Interactive, and one that banks such as Barclays might take note of, is that after excellent service has become the 'norm', […]

Microsoft battling with Google

Microsoft has bought the four-year-old business social network Yammer for £770-million as the software giant steps up its battle with Google for the future of technology in the workplace. The purchase of Yammer, dubbed “Facebook for the workplace”, is the latest instalment in Microsoft’s bid to protect its dominant Office products from a challenge by […]