Latest posts

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 […]

Nationwide wins Gallup workplace award

Gallup recognises the exceptional work of organizations each year for their understanding that employee engagement drives real business outcomes, and for mastering how to engage their workforces, by presenting them with the Gallup Great Workplace Award. This year Gallup has recognised 32 distinguished organizations as recipients of the Gallup Great Workplace Award. And Nationwide Building […]

B2B customer experience critical as B2C

Customer experience has become a common topic for companies that sell to consumers (B2C), but Temkin Group has found that it is also critical for business-to-business (B2B) firms. In its new report ‘Best Practices in B2B Customer Experience’, Temkin Group identifies leading practices that companies can use to build a client-oriented mindset across their organization […]

Best employees can be least engaged

More than a third of companies are so dysfunctional, the best people don’t really care about what they’re doing and the worst people don’t know that they are doing a lousy job. Those are the findings of a new study by Leadership IQ, a twelve-year-old Washington, D.C. company that does employee engagement surveys and leadership training. […]

What Millennial customers really want

Millennials have been incorrectly portrayed as pampered and lazy, and that many respondents not only want academic success but they want it to the highest degree possible, according to the latest 'CultureQ' research among Millennials in the US and UK by branding consultancy Onesixtyfourth. As brand marketers seek to target this important and influential generation […]

Personalisation name of engagement game

If you are not creating a personalized preference-driven experience for your customers, they’ll go looking for that type of experience–with your competitors. According to a study by MyBuys, an e-tailing group, 40% of respondents stated that they buy more from retailers that personalise their shopping experience across channels. Addtitonally: • 41% buy more from retailers […]

IBM opens Customer Experience Lab

IBM has opened what it’s calling the IBM Customer Experience Lab, the latest in a series of hands-on, education-oriented facilities. This one intended to teach management how to favourably impress customers by leveraging mobile, social, cloud and analytics technologies. What makes this one worth mentioning? First, in a word, personalization—using newer technologies to personalize the […]