Thought leadership

Festive greetings from the Customer Engagement Network

May we take this opportunity to thank all of you in our Customer Engagement Network – and there are 20,000 of you – for your interest and support during 2012. It has been a difficult year with tough economic conditions prevailing throughout, but also with great opportunities for those who get their employee and customer […]

Employee Relations Institute officially launches

An innovative new membership organisation to promote and improve employee and workplace relations in the UK was officially launched last night at the House of Commons. The Employee Relations Institute (ERI) was launched at the House of Commons at an event attended by a senior audience from government, public and private sector organisations and trade […]

UK marketers are wasting £2.5bn a year

UK marketers are wasting billions of pounds by relying on gut instinct and guesswork rather than data and rational decision-making, according to a new study by marketing software firm marketing QED.  Marketers are descrtibed as raindancers rather than meteorologists.  The independent survey of 459 marketers found that according to the industry’s own estimates more than […]

Vendor lists its social business predictions for 2013

 1. Businesses will continue to shift investments away from Facebook and back to on-domain communities In 2013, businesses that had previously shifted marketing funds away from their traditional dot-com domain towards Facebook will reverse that trend. Research from Forrester Research, Inc., and other leading analyst firms continues to validate the need for organisations to invest […]

Public sector organisations dominate the WOW! Awards

Organisations from across the UK and abroad were recognised for their outstanding customer service at The WOW! Awards 2012 Gala Ceremony in London. These prestigious awards are purely based on customer nominations for excellent service. Finalists were judged by an independent panel of experts from high profile British organisations, media and academia. This annual ceremony […]

Customer Engagement Summit – Chairman’s Report

I recently had the pleasure of chairing the Customer Engagement Summit in Victoria, London. Attended by over 300 industry professionals with an appetite to further their understanding of, and exposure to, practitioners, analysts and academics in the rapidly evolving area of customer and employee engagement. The feedback on the event to me has been fantastic and […]

How employee engagement boosts performance and profitability

Following hard on the heels of the Engage For Success launch and the Customer Engagement Network’s first Customer Engagement Summit, this Directors Forum went right to the nitty gritty of employee engagement with hard facts and figures about the link between employee engagement, customer engagement, performance and profitability. The Directors Forum, sponsored by Confirmit and […]

Public sector leads private on social media use

The private sector’s failure to adapt to the demands of social media poses a threat to the bottom line and creates a risk of reputational damage, according to data released by KPMG. A survey of more than 1,000 business executives revealed that inadequate responses to onlie activity by private sector firms contributes to service disruption and low […]

Inform, Inspire, Instruct, Involve, Incentivise

Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, released a new research report: "The Five I's Of Employee Engagement." The study shows a strong connection between employee engagement and several measures of productivity and customer experience. The study also reveals 25 Best Practices of Employee Engagement that […]