Latest posts

Barclays and BT top for engagement

Barclays Plc (BARC), British Land Co., BT Group Plc (BT/A), Johnson Matthey Plc (JMAT) and Royal Bank of Scotland Group Plc (RBS) lead the U.K.’s largest companies on how they report employee engagement and wellbeing, according to a new index. The five businesses achieved higher scores than other companies in the FTSE 100 Index, according […]

Confirmit links up with the LGA

The Local Government Association (LGA), the national voice of local government which works with councils to support, promote and improve local government, is using Confirmit to ensure it hits its business objectives. The research team within the LGA provides customer insight and intelligence into the products and services that it provides to its members – […]

Confirmit links up with the LGA

The Local Government Association (LGA), the national voice of local government which works with councils to support, promote and improve local government, is using Confirmit to ensure it hits its business objectives. The research team within the LGA provides customer insight and intelligence into the products and services that it provides to its members – […]

On-boarding of staff needs shake-up

Organisations need to radically rethink their traditional approaches to onboarding new staff and reap the benefits, according to a leading academic from London Business School. Dan Cable, Professor of Organisational Behaviour, London Business School and his colleagues, Francesca Gino, Associate Professor of Business Administration, Harvard Business School and Brad Staats, Assistant Professor of Operations, UNC […]

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 […]