Latest posts

Omni channel 2013 – the rise and rise of mobile

2012 has been a tough year for the high street, with retailers around the world struggling to drive sales and many high street stores shutting their doors.  By contrast, the digital high street saw resilient growth. In fact research house IMRG anticipates a further 12 per cent increase in sales over the Christmas period taking […]

Retail customers facing email black hole this Christmas

In the run up to Christmas, UK retailers are frustrating shoppers with distinctly average customer service, according to a new study released today. Despite UK online Christmas sales expected to exceed £4.6 billion top UK retailers are failing to answer questions asked online or sent via email, according to the 2012 Eptica Multichannel Customer Experience […]

Customer Engagement Summit – Chairman’s Report

I recently had the pleasure of chairing the Customer Engagement Summit in Victoria, London. Attended by over 300 industry professionals with an appetite to further their understanding of, and exposure to, practitioners, analysts and academics in the rapidly evolving area of customer and employee engagement. The feedback on the event to me has been fantastic and […]

How employee engagement boosts performance and profitability

Following hard on the heels of the Engage For Success launch and the Customer Engagement Network’s first Customer Engagement Summit, this Directors Forum went right to the nitty gritty of employee engagement with hard facts and figures about the link between employee engagement, customer engagement, performance and profitability. The Directors Forum, sponsored by Confirmit and […]

Mobile commerce all the rage for customers

New research by delivery company DPD reveals that 23 per cent of people have bought goods online using their smartphone while 19 per cent have shopped online using a tablet computer. The research shows that the m-commerce trend is set to continue with a quarter of people (24 per cent) saying that they expect to […]

Vendors partner for cloud contact centre solution

Presence Technology, a worldwide leader in multi-channel Contact Centre solutions, and Datapoint UK, an integrator specialized in enterprise unified communications and Contact Centre technology solutions, have announced the availability of their Cloud Contact Centre in the United Kingdom. This hosted solution, focused on improving and streamlining customer service operations, uniquely addresses the evolving challenges of […]

Is your customer website mobile optimised?

Sabio has identified 10 key technologies that will help organisations optimise their Web-enabled customer journey during 2013 and beyond. The list highlights the importance of effective Web, social media, multimedia, apps and mobile-optimised sites in delivering integrated customer service experience. According to Sabio’s Head of Consulting, Stuart Dorman: “With Web access now widely available as […]

Public sector leads private on social media use

The private sector’s failure to adapt to the demands of social media poses a threat to the bottom line and creates a risk of reputational damage, according to data released by KPMG. A survey of more than 1,000 business executives revealed that inadequate responses to onlie activity by private sector firms contributes to service disruption and low […]

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 […]