Latest posts

B2B customer engagement needs rethink

Business-to-business companies need a whole new approach to understanding their customer relationships according to John H Fleming and Ed O’Boyle, two senior leaders at Gallup. Too often, B2Bs assess the health of their customer accounts by looking in the rearview mirror at traditional indicators of past performance, such as previous quarter sales and percentage of […]

Retail staff key to combatting ‘showrooming’

New research has highlighted how successful retailers are putting their staff at forefront of their marketing efforts to combat the showrooming effect. The research by retail training company Beyond The Box highlights the important role that retail that staff play in communicating the brand proposition along with a product and its features. Where expensive brand […]

Eptica helping customer service revenue

Eptica’s Multichannel Customer Interaction Suite 8.2 has been developed to help businesses accelerate online sales and turn customer service into a revenue generator by meeting customers’ increasingly high expectations across every channel and device.    Eptica is a unified solution for multichannel customer service which gives customers access to brands from multiple touch points: web, email, […]

Loyalty not cutting it with customers

Even in today's hyper-connected world, many loyalty programmes do not resonate with their members, according to a new research paper entitled 'The Loyalty Divide', publisher by Acxiom and Loyalty 360. The new insights from the paper provide evidence that the fragmentation and disconnect of vital marketing insights is at the core of the problem, with […]

Employees in sub Sahara ‘most engaged’

Employees in sub-Saharan Africa are more engaged by their employers than in other regions of the world, a recently published survey conducted by consultancy Emergence Growth in partnership with human resources (HR) advisory Aon Hewitt shows. The Sub-Saharan Africa Employee Engagement Survey measured key drivers such as quality of life, work processes, relationships with managers […]

EE consolidates its IVR self-service

EE, the UK’s largest mobile telecommunications operator with 38 million subscribers, has selected Voxeo Prophecy IVR and CXP (formerly VoiceObjects) to consolidate and migrate its multiple legacy self-service platforms across its T-Mobile and Orange combined network.  This is part of an on-going programme to establish a consistent technology and service support infrastructure for EE’s rapidly […]

Carlsberg probably best for social media

Enterprise software provider Falcon Social has successfully completed the rollout of its social media marketing platform across 44 countries for brewery group, Carlsberg. Falcon Social enables Carlsberg to create, launch and measure the performance of its social media campaigns and coordinate all its social marketing programs from a single, centralised SaaS platform.   Jakob Kalkar, Group […]

Vodafone voted tops in M2M

For the second year running, Vodafone has been crowned the communications service provider (CSP) best placed to take advantage of the global M2M opportunity in Machina Research’s annual M2M CSP Benchmarking Study. Vodafone tops an established first tier of M2M service providers that also includes AT&T, Deutsche Telekom, and Telefonica Commenting on the result, the […]

Personalised online experiences to treble

By 2014, around three times as many brands as today will be offering their customers real-time web site experiences through the increased usage of personalised digital marketing techniques and technologies, according to research by conversational marketing technology provider Neolane. The company's survey, entitled 'Personalised Digital Marketing: What Really Works', of the current and planned marketing […]

Pegasystems goes for real time collaboration

The latest release of Pegasystems Customer Service Solution, Customer Process Manager™ (CPM) enables real-time collaboration amongst customers, the customer service representatives, and supporting back-office teams across the enterprise. The new release also leverages next-best-action analytics, to help improve customer service, retention, and profit. Newly enhanced social capabilities allow real-time collaboration and improved productivity across customer […]