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Temkin says CEM at a tipping point

After passing through the initial stages of customer experience (CX) management evolution – those being 'CX Intrigue' and 'CX Exuberance' – the North American market has now entered into an era of 'CX Professionalism' in which best practices are being documented, according to the Temkin Group's report, 'The Future of Customer Experience'. The research examined […]

John Lewis pops up with new store

John Lewis is to open its first pop-up shop in Exeter next month, giving customers a preview of the assortment of products that will be available in the retailer’s first flexible format department store, which opens on 12th October. The pop-up shop, which will open its doors on Exeter High Street on 3rd September, will […]

Freeview goes for Reevoo

Digital TV service Freeview is to integrate Reevoo's consumer review solutions into its ‘choose a product’ pages, helping to guide its customers to the right Freeview product for them.  Genuine customer reviews are expected to provide particular reassurance and assistance to less technology-adept customers in what can be a complex choice. Since the digital switchover […]

Mobile shopping – big retailers team up

A bevy of big-name retailers including Walmart, Best Buy and Target are teaming up to create a company that will give customers another way to make purchases: with their mobiles. The businesses said Wednesday that the new company, Merchant Customer Exchange, is developing a mobile application that will be available for nearly any smartphone. The app […]

Customers won’t engage without trust

With a wealth of information available online, trust has become a crucial tool that consumers use to sort and prioritise all of that information, according to the 'Trust Factor' report conducted by in collaboration with Latitude. The report found that the existence of trust drives consumer decisions, with 84% of respondents reporting they will […]

Understanding employee values key to engagement

According to a recent Maritz Motivation Solutions study, companies can improve the effectiveness of the reward and recognition programmes they invest in by focusing on participant values. While businesses have spent more on employee reward and recognition programmes in recent years to attract top talent and retain good employees, only 45.3 percent of employees feel […]

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 […]