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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 […]

Social media key to corporate performance

A new report on the social media performance of the FTSE 100, Social Media in the City, concludes that the majority are at a competitive disadvantage by failing to engage effectively at a corporate level with social networks like LinkedIn, Twitter, Facebook and YouTube. It also suggests a link between social media performance and share […]

Customer Engagement Summit hailed as best customer event of the year

With close on 350 delegates in attendance and a speaker line up to die for the Customer Engagement Network’s first ever Customer Engagement Summit is being hailed as the best customer event this year – and indeed for many years. Of course content is king at events such as these and with case study presentations […]

Consumers say social media a ‘no go’ zone for brands

The majority of consumers view social media as a 'no-go zone' for brands and companies with 82% rejecting the idea of the social web sites they use being invaded by advertising or commercial messaging, survey by database marketing firm GI Insight. However the study also found that, while consumers' gut reaction toward advertising on social […]

Contact centres lagging in social media service

According to research from ContactBabel, the contact centre industry analysts, many contact centres are still uncertain about using social media channels within their contact centre operations.   As part of its annual UK Contact Centre Decision-Makers' Guide, and in partnership with multi-channel contact centre specialist mplsystems, ContactBabel identified that some 28 percent of respondents still […]

Contact centres lagging in social media service

According to research from ContactBabel, the contact centre industry analysts, many contact centres are still uncertain about using social media channels within their contact centre operations.   As part of its annual UK Contact Centre Decision-Makers' Guide, and in partnership with multi-channel contact centre specialist mplsystems, ContactBabel identified that some 28 percent of respondents still […]

Customer experience is retail king this Xmas

A survey from Emailvision and YouGov finds that the consumer's shopping experience both online and in-store will make all the difference to where they shop.  More than half of adults online (53%) admit that their online and in-store experiences with brands are likely to affect who they choose to shop with for gifts and presents […]

Employee engagement down to everybody says Archie Norman

Speaking at the Engage for Success event in London the day before the Customer Engagement Network Summit, Archie Norman chairman of ITV, ex-MP and former CEO of Asda, told delegates that employee engagement should not be thought of as simply an HR activity, but that everyone, from line managers to CEOs, should be involved. The […]

Agility and service the keys to SME success

Business software and services company Sage, today revealed insights from its recent Business Index study showing that despite UK business confidence recording the highest level since 2008, the majority (69%) of respondents felt that the current economic climate made it harder for small businesses and startups to compete with bigger, more established companies.  While only […]

New guide to improving employee engagement

Th guide aims to help organisations work with managers to ensure reward and benefits better support employee engagement, improve organisational performance and deliver return on investment. The guide builds on the ideas of Engage for Success, the new movement led by David MacLeod and Nita Clarke, co-authors of the government’s review on employee engagement, which aims […]