Latest posts

Retail marketing – five steps for growth

Shopper marketing provides a means for retailers to share insight and work with suppliers to grow incremental revenues for both parties – but achieving success can be challenging and often requires a change in approach, according to customer insight consultancy Emnos. Digital technology is now creating a much more transparent and open landscape for retailing […]

Social media improves cardholder engagement

Credit card issuers have been seeking new ways to drive cardholder loyalty and engagement as their market share has been under threat from both debit cards and emerging payment types (such as mobile wallets and apps), according to Auriemma Consulting Group, whose latest research reveals that social media could be a significant channel for improving […]

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 […]

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 […]

Customers in charge in omnichannel environment

Consumers are demanding a retail experience that is global, yet localised for their needs and expectations, and is ‘good for me’, defined and dictated by individual preferences, discloses new research from Oracle. Findings from the ‘Evolution of Experience Retailing’ survey reveal that as consumers around the world demand accessibility to the global marketplace, their requirements […]

Mobile now going for global domination

With organisations under extreme pressure from management and employees to develop and deploy mobile applications to accommodate mobile work styles and increase customer engagement, Gartner, Inc. predicts that more than 50 per cent of mobile apps deployed by 2016 will be hybrid. "Mobility has always been a separate topic for IT professionals, but it is […]

Good customer service beyond many organisations

Organisations understand the understand financial impact of poor customer experiences, yet struggle to develop successful strategies according to an Oracle survey The research reveals that while many businesses are aware of the importance of customer service to their profitability, few have put in place formal customer experience initiatives. The report, Global Insights on Succeeding in […]

Relevant mobile self-service great for referrals

Amdocs, the leading provider of customer experience systems and services has announced the findings of a global consumer survey that explores the link between proactive care tools, customer satisfaction and call centre traffic.  The survey revealed that the vast majority of customers would recommend their service provider to family and friends if they received relevant, […]

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 […]

Every little cloud helps at Tesco

Tesco, one of the world's largest retailers, is using BT’s Cloud Contact solution to give its UK customers an enhanced, more flexible and more responsive contact centre service. The services, which BT started to provide under a three-year agreement signed in June last year, sees BT Cloud Contact serve Tesco’s main contact centre operations in Dundee […]