Thought leadership

Horse meat scandal – how cloud can help

The horse meat scandal continues to hit the headlines, highlighting once again the urgent need for businesses to react quickly to circumstances that otherwise might rapidly escalate out of control. In such situations speed of response is key.  Businesses need to avoid keeping worried consumers waiting to get their questions answered. In such cases, companies […]

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 […]

Five million complaints a year just too many

Gas and energy firms are receiving up to 5 million complaints a year, most of which are caused by poor levels of customer service, according to newly published performance data from Ofgem. Aspect’s Tony Hesketh believes that it’s not the dealing with the complaints that has become an issue – it’s reducing the number of […]

UK insurers struggle to deliver customer experience

Study uncovers growing chasm between best and worst insurers across the web, email and social media channels with just 30% of emails answered successfully Despite the need to overcome mounting competition and diminishing consumer loyalty, the online customer experience provided by UK insurers has deteriorated over the last year, with less than half (48%) of […]

Recession costs the UK retail sector £23billion

New research into the future of retail and released just as clothes retailer Republic called in the administrators has revealed the massive cost of the recession to retailers  – and shows that retail is set to lose out still further as consumers find more ways outside of retail to spend their discretionary income. Discretionary spend […]

A Brave New Real Time World of analytics

Business intelligence (BI) and analytics continues to be a top CIO investment priority, and yet user surveys by Gartner, Inc. show that only 30 per cent of potential users in an organisation adopt CIO-sponsored analytics tools. This appears to be changing as organisations invest in making analytics "invisible," and more consumable and accessible, to the […]

UK customer relations like loveless marriages

British companies are failing to keep the love alive with customers, according to a St Valentine’s Day survey from Strativity. In a poll of 402 managers and directors, 69% feel they are either in an open marriage or in an on-again-off-again relationship. Any loyalty from customers is due to inertia, not delight. The survey, released […]

Consumers give thumbs down to Internet tracking

Analyst Ovum is predicting turbulence for the Internet economy, as more than two-thirds of consumers say ‘no’ to Internet tracking Digital consumers around the world are starting to tire of their personal data being collected across the Internet, says Ovum. The global industry analysts paint a threatening scenario for the Internet economy, as consumers seek […]

Employee voice and engagement at a record low

As the final report from the public inquiry into the failings at the Mid Staffordshire NHS Foundation Trust is published, the Chartered Institute of Personnel and Development (CIPD) is warning employers in all sectors to heed the lessons learned about the importance of employee voice. The CIPD’s quarterly Employee Outlook Survey reveals a worrying deterioration […]

No ordinary digital lab from M&S

Marks and Spencer has created a ‘digital lab’ in order to address the fast pace of technological change occuring in retail stores, enabling a more agile development process. The high street retailer is adopting a start-up style approach for prototyping and developing a range of e-commerce and in-store technologies, as well as digital marketing platforms […]