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Cloudy forecast for contact centres

Research carried out on behalf of Interactive Intelligence suggests the majority of UK contact centres could be operating their businesses in the cloud in 2013. The survey, conducted by OnePoll, reveals almost three quarters (73%) of UK contact centres already have cloud-based operations, are actively looking or would like to move their operations to the […]

Service levels are up – and so are complaints!

People face fewer problems when buying goods and services than they did five years ago, a survey for the Institute of Customer Service suggested. But the proportion of those who made a complaint rose over the same period. Staff attitude and competence were the most common causes of complaint, although the institute said that there […]

Social and mobilecrucial to drive new customers

After the over indulgence of the festive season, January is notoriously quiet for the pub and restaurant trade as customers strive to cut down on the calories and spends. According to Footfall123, the innovators in social media marketing technology, brands should however concentrate their New Year efforts on developing compelling deal-led marketing campaigns to entice […]

Crowdsourcing for customer engagement – the way forward

OpenView Venture Partners, an expansion-stage venture capital firm focused on providing technology companies with deep operational support, released a new report today entitled,  "Crowdsourcing Marketing: Leveraging Customer Engagement for Maximum Effect" The report provides a framework for executing effective crowdsourced marketing campaigns and highlights examples of three companies that have done so successfully. The report […]

HR directors fear losing one in five staff

New research from leading recruitment specialist Robert Half UK, reveals that UK HR directors are very concerned about losing staff in 2013, admitting that they believe one in five (22%) of their current employees will look for a new job as the result of New Year's resolutions.  In businesses across the UK, employees are the […]

Customer experience metrics are failing

Although large companies are increasingly using customer experience (CX) metrics to help manage and improve their customer experience management programmes, the overall effectiveness of these measurement strategies is worryingly low, according to an annual study by Temkin Group. The latest report, entitled 'The State of CX Metrics 2012', revealed that companies with stronger CX metrics […]

Employee engagement key to growth

The Chartered Institute of Personnel and Development (CIPD) and Hay Group Insight are calling on employers to review their engagement strategies in order to drive performance and business growth. This theme underpins the CIPD Employee Engagement Conference 2013 in partnership with Hay Group Insight at the end of January. There is now compelling evidence that […]

Five winning strategies to enhance customer engagement

No consumer experience happens as often, grabs share of wallet, and stimulates the senses more than grocery shopping, according to a research report from PwC in the US, which found that in the face of commoditisation the grocery sector has turned to the customer experience to help grow top lines and maintain margins. The report, […]

Four in five will pay more for a better experience

Customer Experience is now a key driver of revenue growth in Europe, providing an effective medium for brand differentiation in a globalised economy where products and services are increasingly commoditised, according to a study by Oracle. The research report, entitled 'Why Customer Satisfaction is No Longer Good Enough', revealed that 81% of consumers are willing […]