Latest posts

Customer Experience Pioneers at Confirmit Community Conference 2013

The event, which will brings together industry visionaries to exchange ideas and best practices, takes place from 19th – 21st June at the Park Plaza Riverbank, London. Confirmit is a regular contributor to Customer Engagement Network’s Director’s Forum events and their insights are always well-received by the audiences, so we’re delighted to invite CEM member […]

Command and control is dead!

 Traditional business models designed for more predictable environments are now obsolete, as power shifts to the digitally connected customer, revealed analyst Ovum at its Industry Congress in London To avoid extinction, Congress speaker and Ovum principal analyst, Jeremy Cox, suggests business leaders need to instil a deeper and broader enterprise-wide perspective of the customer, bringing […]

(24)7 buys social commerce firm Shopalize

 Customer experience company (24)7 has acquired Shopalize a comprehensive social commerce platform specialising in social sharing and social referral solutions. With its Predictive Experience Platform  (24)7 leverages big data and predictive analytics to better understand customers and improve customer service and sales results for top global enterprises in multiple industries. With the acquisition of Shopalize, […]

Outsourcer uses its customer intelligence

 After a record-breaking year which saw Business Process Outsourcing (BPO) firm Firstsource Solutions report  revenues of $ 517 million, up 25.0% year-on-year compared to $ 413 million for the year ended March 2012, the company is predicting another bumper year ahead, partly due to its innovative new First Customer Intelligence (FCI) product. By analysing raw […]

Voice of the Customer critical to engagement

 A new report from Aberdeen Group  surveyed 366 businesses about their customer experience management. Of those, 132 said they use the voice of the customer, or VoC, as a key part of their CX management. The research firm noted that customers have always been viewed as the “king,” but now, in addition to its use for […]

Word of Mouth index takes on NPS

 Analytics vendor ForeSee has introduced the ‘Word-of-Mouth Index (WoMI): The Next Generation Net Promoter Score (NPS)’. Foresee contends that while NPS was designed to provide a metric to measure customer loyalty, it falls short by only measuring “likelihood to recommend” – inaccurately assuming that if someone is not recommending, they are detracting. The vendor claims […]

One in two customers are switching

  New research reveals half of UK consumers are taking their business elsewhere as a result of inadequate service – and of those, 92 percent have switched at least once or twice in the last year. The upshot is that UK companies deemed to have poor customer service are losing approximately £12 billion a year. According […]

Bad mobile experiences travel badly

  Despite the fact that mobile design and performance issues are causing travel brands to miss out big opportunities, Travelocity and Hilton are the most popular brands for travel booking via tablet devices, according to a study of smartphone and tablet-owning travellers by mobile app provider Mobiquity. The study, entitled 'The Connected Traveller', analysed the […]

Personalisation way to shoppers’ hearts

 Being multi-dimensional is growing in importance as retailers now have to deliver their customer experience across a wide range of devices and channels, according to a survey by the E-Tailing Group. Now more than ever, with Amazon being a click away for every shopper and a threat to every retailer, improving the customer experience is […]

Engagement in voluntary sector steams ahead

  According to the CIPD’s Employee Engagement Index more than half (55%) of employees in the voluntary sector feel engaged at work, compared with 41% last quarter, despite a backdrop of increasing redundancies (25% reporting planned redundancies ahead, a jump of 15 percentage points since last quarter). That’s compared with engagement levels of 37% in […]