Latest posts

Amazon Apple and Google most trusted

The ClickFox Consumer Data Audit indicates that consumers embrace location services in marketing campaigns, are wary of data use among retailers and trust the financial services industry most with personal information, followed by healthcare and government in second and third, respectively. Amazon, Apple and Google were revealed as the most trustworthy organizations with regards to […]

Prisons look to set up contact centres

An innovative scheme to use prisoners with genuine British accents in call centres inside UK jails is being considered by the Ministry of Justice as part of its work programme for prisoners. One of the consumer complaints against British companies who have call centres in India has been that Indian workers sometimes do not understand […]

Salesforce Communities next big thing?

Salesforce Communities claims to be the only community platform that combines the power of social networking with business processes for breakthrough collaboration and productivity New technology will accelerate the industry’s transformation to the social enterprise Salesforce Communities will combine social networking features such as profiles, real-time feeds, trending topics, recommendations and influence measurement, with the […]

Fewer outsourcing contracts going around

The number of new IT and business process outsourcing contracts worldwide dropped by 20% to 411 in the second quarter from 516 in the same quarter a year ago, with average contract values also sliding, a research firm said. "The market is growing, but the pace of growth is slowing down," said Salil Dani, practice […]

Fewer outsourcing contracts going around

The number of new IT and business process outsourcing contracts worldwide dropped by 20% to 411 in the second quarter from 516 in the same quarter a year ago, with average contract values also sliding, a research firm said. "The market is growing, but the pace of growth is slowing down," said Salil Dani, practice […]

Online customer engagement key to recovery

Online businesses account for 8.3% of Britain’s economy but we can expect even stronger future growth from this sector according to Gary David Smith – co-founder of Prism Total IT Solutions.   “Britain’s online businesses generated more than £121 billion for the UK economy in 2010 which is the equivalent of about £2,000 for each […]

Cloud based CRM floats past in house platforms

Businesses are reporting high levels of confidence in cloud-based CRM systems, with more than half saying they see better value from these systems than from their in-house equivalents, according to recent research from cloud CRM provider Really Simple Systems. The survey found that adoption of cloud CRM systems has soared over the course of the […]

Engaging today’s empowered consumer for profit

Now that customers routinely rely on many sources of information and discuss brands with each other online before engaging with the brands themselves, the rules of customer engagement have changed. But as a new e-book from Sitecore “Engaging with the Empowered Consumer: Tips for the E-Marketer,” explains, these empowered consumers actually represent more value for […]

Social media missing on employee engagement

Much has been made of the potential of social media when it comes to employee engagement but research has revealed that employers are failing to harness this power. Two-fifths of workers would be happy to talk to their line manager over Facebook, and a fifth say they would tweet the head of their department and […]

Customer feedback just being wasted

Ventana Research’s latest Benchmark Research on The Role of Feedback in Customer Experience Management is designed to gain insight into how customer feedback can be better utilized to enhance the customer experience and deliver business value through a broader understanding of the consumer. The proliferation of new communication channels makes it possible for consumers to […]