Technology

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 […]

Oracle outlines customer experience strategy

  "We've been able to pull together a portfolio of best-in-class solutions and we feel we're in a position to offer our customers a suite of applications driving customer experience," Anthony Lye, senior vice president of Oracle CRM, said. "We are [looking to make] IT enabled for line of business." Last October, Oracle bought cloud-based […]

For multichannel read omnichannel

A new whitepaper Omnichannel Loyalty – Designing the Ultimate Customer Experience, explores the need for marketers and businesses to interact with and engage their customers at the earliest stages of the transaction process and through all channels in a seamless and simultaneous manner.   According to Kobie Marketing omnichannel loyalty (OCL) is the next evolution […]

Companies deaf to social service complaints

Over a quarter (26%) of Brits are complaining more now they can use social media to communicate with companies – but organisations simply aren’t listening. 17.5% of their complaints are left unanswered and an enormous 83% of those who have complained are unhappy with the response they received.  These are the headline findings of the […]

Big data investments mean big prizes

 The survey of business executives and IT leaders, conducted by business technology firm Avanade found that 84% of respondents believe that big data helps them make better business decisions, and that 73% of companies have already used their data to increase revenue. For the most part, these increases were achieved by growing existing revenue streams […]

Apple tops on product and service

The goal of the Supply Chain Top 25 research initiative is to raise awareness of the supply chain discipline and how it impacts the business. "Last year, we noted that companies were starting to invest in resources and assets again, reflecting a newly recovering economy," said Debra Hofman, managing vice president at Gartner. "This year, […]

Facebook users not buying and using the site less

The online poll from Reuters/Ipsos found that one in three of Facebook’s 900 million users surveyed were spending less time on the website than six months ago, whereas only one in five were spending more. The findings underscore investors’ worries about Facebook’s money-making abilities that have pushed the stock down around 30 per cent since its initial […]

Total rewards programmes not cutting the mustard

Aon Hewitt's 2012 Total Rewards Survey of nearly 750 organisations shows that more than half (58 percent) use total rewards programs to drive employee engagement, while 48 percent want these programs to improve their ability to retain talent as well as attract talent (44 percent). However, 60 percent of companies surveyed described their engagement levels […]