Thought leadership

National Express launches Customer Charter

The UK's largest coach company turned 40 this year, having formed in 1972 with 300 vehicles and 13 million annual passengers – today National Express employ 4000 people across Britain and carry over 18 million customers. To celebrate their landmark birthday National Express joined UK Customer Service Week to officially launch their first Customer Charter […]

Retailers failing to benefit from customer data

More than 80% of the UK's top e-retailers are missing out on marketing opportunities by failing to gather relevant information from their customers, leading to large amounts of untargeted correspondence, according to a study from marketing automation firm Emailvision. In the survey, consumers said they want targeted, tailored messages and to receive personalised content based […]

New study reveals need for speed in customer service

A new study commissioned by Sitel, a leading customer care outsourcing provider, has revealed that consumers are increasingly selecting customer service channels that provide the fastest response, such as chat and social media, when they need support. The second annual Social Media Customer Service Report, which surveyed more than 1000 consumers in Great Britain between […]

Employee engagement Task Force set to go live

The Employee Engagement Task Force, set up by PM David Cameron and which includes academics, consultants and research houses, is publishing the website providing advice, tools and networking opportunities to UK employers. The website will go live on 26 November and will be accompanied by a series of free workshops across the country. Taskforce co-chairs […]

UK firms investing in South Africa outsourcing

A flurry of foreign investment in South Africa's business process outsourcing (BPO) industry, supported by generous government incentives, has underlined the country's growing reputation as a provider of high-quality, medium-cost back-office and contact centre services. Last week, British company Quindell announced that it had acquired South Africa-based telecoms outsourcing service provider Quintica and its international […]

Global customer experience new business battleground

SDL has released a report commissioned with Forrester Consulting that explores the six disciplines that companies should follow to overcome the challenges faced when managing customer experience on a global scale. As technology enables more companies to sell to more markets more quickly, the individual customer experience becomes harder to manage. Getting the customer experience […]

For multichannel read omnichannel – our customers are everywhere

The latest Customer Engagement Network Directors Forum examined the rapidly changing face of engagement and how we need to be where our customers are. Forum chairman and editorial director of the Customer Engagement Network Steve Hurst reports Our customers are operating across an ever proliferating range of channels be they online, offline, social or mobile, […]

Four in five UK customers active on social media

The use of social media continues to rise all over the world. Today, 8 in 10 British internet users are active on social media. Facebook is by far the most popular site (68% are active on Facebook), followed by LinkedIn (26%) and Twitter (28%). The study conducted by InSites Consulting demonstrates that the increasing number […]

CEM gains traction as business differentiator

CEM concerns have risen to near the top of the priority lists of communications service providers. What many have considered an operational backwater in recent years has become a central focus as competition increases and things like churn, retention and loyalty take centre stage. The reason is the need to provide differentiated value based on […]

Customer are changing – so must CRM

Over the years, CRM has emerged as a key strategic initiative that companies are working to master. As economic pressures increase and customers in both commercial and consumer sectors demand immediacy, mobility, and omni-channel reach, many businesses have been forced to undergo a major shift surrounding customer experience and engagement. One of my customers said […]