- Latest News
- Social media and the contact centre - the challenges and how to meet them
- How do your customer management strategies stack up?
- Should Twitter be a part of your customer engagement strategy?
- Emotional engagement key to purchase decisions
- UK small businesses do not see customer engagement as a differentiator
- Hard hit retailing sector makes customer experience the top priority
- Contact centre agent attrition rises for first time in three years
- UK tops when it comes to corporate responsibility
- Consumers seek better product detail online
- Telecoms giant links employee engagement to customer engagement
- Outsourcing industry in India facing an uncertain future
- Social customer service: the digital divide
- Social media and cloud computing dominate analyst 2012 predictions
- Sales and marketing fusion to fuel sales growth
- It will be a last minute shopping Christmas for many
- Gen Y happy to share data if rewarded for the sharing
- Contact centres moving from customer service to engagement
- Social media for customer care. Where's your Twitter team?
- Why customer insight is key to the bottom line
- Customer Engagement Award Final, 27th June 2013
- HP getting on the social customer bandwagon
- HGS wins place on UK Government framework
- Multichannel Customer Engagement Directors Forum
- Service and quality key to loyalty
- Customers choose brands just like they do people
- Customer loyalty schemes going social and mobile
- Cabinet Office issues social media guidance for civil servants
- Internet retailers making their customers happier
- Customer engagement strategy a winner for Dixons
- Customer loyalty in insurance about more than price
- How to avoid mobile customer service failure
- Facebook users not buying and using the site less
- Engage employees to power the brand
- Apple tops on product and service
- Mobile customer insight sorely lacking
- Global employee engagement on the up
- Control and trust driving social media
- Customers going social for their service
- Customer engagement and the bottom line
- Customers believe outsourcing bad for business
- Retailers lagging on click-and-collect services
- Most VoC initiatives are succeeding
- The dark side of employee engagement
- Customers want to be listened to online
- Emotional employee engagement beats rational
- Big data investments mean big prizes
- Mind the customer experience gap
- For multichannel read omnichannel
- For multichannel read omnichannel
- Online customer service critical factor
- M&S the greenest of retailers
- Recognition key to employee engagement
- Shoppers think their feedback is pointless
- Financial services the multichannel leaders
- Employees key to customer spending
- Customers loyal to mobile operators
- Companies following their social customers
- Customer feedback vital for survival
- Believable customer reviews work best
- Oracle outlines customer experience strategy
- Twitter customer power being overlooked
- Employees who go the extra mile
- Contact centres failing
- Careline Services becomes HGS UK
- Mobile apps key for customer service
- Microsoft battling with Google
- Customers emotional about financial services
- Apple and its iPhone coolest brands
- CEM - four truths to know
- Customer engagement key to B2B success
- Employee engagement – it’s complicated!
- Twitter – eight rules of customer engagement
- How to increase customer wallet share
- Truth, trust, transparency - and financial services
- Bank customers vote with feet
- Employee engagement more than ownership
- B2B companies struggling with engagement
- KANA acquisition leaves Ciboodle Swordless
- Contact centres finally going mobile
- Employee engagement on the up
- Obama and Romney trade outsourcing insults
- Cloud good for UK business
- Merchants offers new contact centre service
- Engaged workforce equals bigger profits
- Banks look to win back trust
- Confirmit Voices new engagement model
- Customer experience key to loyalty
- Social business the new customer strategy
- Mobile customer engagement, tennis - and IBM
- More evidence employee engagement up
- Mobile shopping up - social media down
- Handelsbanken tops for customer service
- John Lewis nation’s favourite brand
- Social media customer conversations sorted
- Facebook down and Google up
- Olympic security shambles - what next?
- Rapide writes rules for retailers
- Customer satisfaction linked to share performance
- Bank customers are still loyal!
- How retail can engage customers across channels
- How to improve the mobile customer experience
- Customer service route back to trust
- Making business sense of social media
- Customers download call centre queue buster
- Capita goes Full Circle
- UK public sector big on outsourcing
- Firstsource is first for families
- Getting a 360 degree customer view?
- Loyalty schemes path to retailer growth
- Leadership key to employee engagement
- Olympics 2012 - what about the customers
- Social and mobile - the customer future
- Contact centres at home in South Africa
- Engagement and well-being key to business
- Dot.com boom and bust - second time around
- Brands ignoring social media customer feedback
- Leaders failing to inspire confidence
- Pinterest getting lots of interest
- A ‘shocking complacency’ over mobile surveys
- A ‘shocking complacency’ over mobile surveys
- How customers are liking Facebook
- HP the engagement source for contact centres
- Banks moving away from social media
- Customers love their loyalty cards
- Tesco Bank and BT contact centre pioneers
- British Gas goes large on customer feedback
- Online delivery failing to deliver
- Nine in ten employees ‘engaged’ at work
- QuestBack on social media mission
- Penny dropping on customer experience and profits
- Olympics a working from home bonanza
- London Olympics - that's what you call delivery
- Customer feedback just being wasted
- Social media missing on employee engagement
- Engaging today's empowered consumer for profit
- Cloud based CRM floats past in house platforms
- Online customer engagement key to recovery
- Fewer outsourcing contracts going around
- Fewer outsourcing contracts going around
- Prisons look to set up contact centres
- Amazon Apple and Google most trusted
- Understanding employee values key to engagement
- Customers won’t engage without trust
- Mobile shopping – big retailers team up
- Freeview goes for Reevoo
- John Lewis pops up with new store
- Temkin says CEM at a tipping point
- The competitive advantages of engagement
- Customer engagement and the new CMO
- Everything Everywhere for mobile internet
- Customer care and the car
- Amazon links up with corner shops
- The old silo mentality finally fading
- Merger a match ‘made in heaven’
- Confirmit adds another string to bow
- Customer engagement key to mobile strategy
- Why I'm glad I went to Specsavers
- Customer experience biggest business challenge
- A Noble attempt for mobile contact centres
- Turning loyalty from habit to passion
- Customer experience and bottom line
- Mobile customer service on an app
- Voice still dominant customer service channel
- Olympics helps boost employee engagement
- Mobile’s new face of engagement
- To blog or not to blog is the question
- UK consumers ready for contactless payment?
- Nationwide sustaining employee engagement
- How to optimise for Big Data
- Swimming in social media's fast changing tide
- Digital touchpoints cannot be islands
- Employee engagement – some winning strategies
- Hotels failing to respond to complaints
- Bank chief pledges to restore customer trust
- Ember analyses new contact centre service
- British business bank to boost economy
- Amex doing nicely on customer engagement
- Older employees offer businesses benefits
- UK contact centre jobs move to South Africa
- IBM all for smarter customer engagement
- VoC programmes gaining traction
- Digital customer engagement: CMOs not ready
- Customer experience taking off at airports
- Corporates still struggling with social media
- Thunderhead.com making ONE engagement noise
- Zendesk unveils new face of customer service
- High Street banks still failing on customer service
- Amazon putting squeeze on traditional retailers
- Back to basics for successful CRM strategy
- Corporates wary of employees and social media
- Organisations paying for favourable reviews
- Fastest growing online retail sectors unveiled
- True benefits of marketing automation
- Employees with shares more engaged
- Customer are changing – so must CRM
- Mobile shopping more than doubles
- Just one in ten customers always complain
- CEM gains traction as business differentiator
- B2B customer engagement at a low
- Global customer experience new business battleground
- Four in five UK customers active on social media
- Banks turning to new channels of engagement
- Employee Engagement banana shaped at Groupon
- UK firms investing in South Africa outsourcing
- Employee engagement Task Force set to go live
- New study reveals need for speed in customer service
- Only one in three organisations into employee wellbeing
- Only one in four contact centres offer seamless service
- Retailers failing to benefit from customer data
- QuestBack finds its own social niche
- National Express launches Customer Charter
- Companies must be ready for mobile revolution
- Contact centres and the Second Coming
- Omnichannel customer engagement still out of reach
- Social media and employee engagement a missed opportunity
- Confusion over noise level laws for contact centres
- WeQ4U pays the Dragons a call
- Culture, people and leadership the keys to winning back customer trust in the financial services sector
- Customer criticism can build loyalty
- An omnichannel first for John Lewis
- Government’s ‘employee-owners’ scheme gets thumbs down
- SMARTASSISTANT at customers’ service
- Employee engagement 'linked to trust in execs'
- No mobile strategy no customer strategy
- One in seven online reviews will be faked by 2014
- Work ethic best path to the top
- Mind the employee engagement gap
- Emails to customers – it’s all about the timing
- The rise of the multichannel contact centre – at long last
- Customer Engagement Summit, 27th November 2012
- Putting people first – it all makes sense
- Patient feedback and social media
- Contact centres head for the clouds
- Retaining staff not a priority
- UK becoming a ‘nation of returners’
- Customers have changed – so must organisations
- Only one in ten trust retailers more than banks
- Companies not keeping up with their mobile customers
- Cloud changing the outsourcing sector
- Call centre queues to be a thing of the past?
- Customer Engagement Summit Presentations
- Engagement is leading focus for employers
- Financial indicators positive for UK contact centres
- Why it still pays to advertise
- Contact centres neglecting self-service channels
- Social media engagement drives more sales
- Waitrose and John Lewis all in one
- Social, mobile, local set to explode
- Customer Engagement magazine - passionate customers needed
- Recession a key driver for unified communications
- Apple and Amazon dominate loyalty list
- Employee Engagement Task Force website goes live
- Younger customers go social when service fails
- Another new employee engagement initiative
- Corporate disconnect killing customer service
- Genesys goes for number One
- Omni channel retailing the new reality
- Dignity by name and dignified by nature
- The changing face of customer loyalty
- Contact Centres invade Old Trafford
- Record number of empty retail premises on High Street
- South Africa tops for contact centre outsourcing
- More than one in three not engaged with work
- Customers dislike social media for service
- Smartphone sales through roof as mobiles decline
- Engaged employees, customer service, performance... and profitability
- Irritating companies turning people into ‘brand blockers’
- Want happy customers – send them a letter
- The business benefits of employee engagement
- Employee and Customer Engagement Directors Forum – December 5
- Customer Engagement Summit hailed as best customer event of the year
- Healthcare organisations back employee engagement initiative
- Social media big for marketing – small for customer service
- New guide to improving employee engagement
- Agility and service the keys to SME success
- Employee engagement down to everybody says Archie Norman
- Customer experience is retail king this Xmas
- Consumers say social media a ‘no go’ zone for brands
- Retail customers facing email black hole this Christmas
- Social media key to corporate performance
- Inform, Inspire, Instruct, Involve, Incentivise
- Public sector leads private on social media use
- Is your customer website mobile optimised?
- Vendors partner for cloud contact centre solution
- Mobile commerce all the rage for customers
- How employee engagement boosts performance and profitability
- Customer Engagement Summit - Chairman’s Report
- Omni channel 2013 - the rise and rise of mobile
- Employee & Customer Engagement, 19th September 2013
- Mobile builds customer loyalty not sales
- Confirmit CustomerSat Introduces active dashboards
- Burberry tops for omni channel customer experience
- Vendor lists its social business predictions for 2013
- Public sector organisations dominate the WOW! Awards
- The seven deadly sins of social media
- UK marketers are wasting £2.5bn a year
- Customer Experience strategic driver for business growth
- Listen to Your Customer
- Only one in five customers feel loyal to their bank
- Relevance more important than pricing for online retailers
- Employee Relations Institute officially launches
- Consumers spending more time watching video ads online
- Mediocre managers the killers of employee engagement
- Social mobile and BYOD a step nearer
- Customer relevance and price key to online success
- Mobile workers not being supported with unified comms
- The rise and rise of the analytical consumer
- Companies respond more on Facebook than by e-mail
- Amazon the best and Ryanair the worst for customer sat
- Website security still baffles online shoppers
- Digital customer service in 2013 – ten trends to watch for
- 2013 - the year of the Chief Customer Officer
- Customer Contact Innovations Awards 2013
- Mobile CRM key to 360 degree customer view
- Nine customer engagement New Year Resolutions for 2013
- Wellbeing critical to employee engagement
- Banks going mobile – and coming onshore
- Three key drivers of employee engagement
- Four in five will pay more for a better experience
- Customer experience metrics are failing
- Employee engagement key to growth
- Customer experience metrics are failing
- HR directors fear losing one in five staff
- Crowdsourcing for customer engagement – the way forward
- Social and mobilecrucial to drive new customers
- Cloudy forecast for contact centres
- Customer experience and quality performance on agenda
- Top five mobile predictions for 2013
- Customer satisfaction on the rise globally
- Vendor calls for holistic approach to feedback
- Asda mobile optimises its website
- KANA continues growth following Ciboodle acquisition
- O2 launches new B2B dealer programme
- Ten content marketing trends for 2013
- Mobile pivotal to online retail experience
- Why 2013 will be the year of living dangerously - for some
- Consumers ready for give and take on their data
- Customers take ‘showrooming’ to a new level
- Customers take ‘showrooming’ to a new level
- Ten content marketing trends for 2013
- Smarter commerce links marketing and sales with service
- Plymouth council bowls its customers over
- Trust barometer reveals leadership crisis
- The future for experience retailing is here
- Big six energy providers still poor - npower worst
- NHS complaints code concerns patients
- Online shopping on the iPad the new reality
- Outsourcing to bounce back from ‘dire’ 2012
- Council wins ‘gold medal’ for customer service
- Forecast for retail is changeable – and online
- Webchat the rising star in the contact centre
- Genesys celebrates independence
- BT gets fit for omnichannel engagement
- Every little cloud helps at Tesco
- How Instagram helps with customer feedback
- Good customer service beyond many organisations
- Relevant mobile self-service great for referrals
- No ordinary digital lab from M&S
- Customers in charge in omnichannel environment
- Mobile now going for global domination
- Employee voice and engagement at a record low
- Consumers give thumbs down to Internet tracking
- Retail marketing – five steps for growth
- Social media improves cardholder engagement
- UK customer relations like loveless marriages
- A Brave New Real Time World of analytics
- Retail experience hinging on new technology
- Women looking for brand love this Valentine’s
- Recession costs the UK retail sector £23billion
- UK insurers struggle to deliver customer experience
- Five million complaints a year just too many
- Voice of the Customer Forum Report
- Customer Engagement in the Retail Sector Forum, 20th March 2013
- Engaging through social media – be careful out there
- Horse meat scandal – how cloud can help
- Brand loyalty hangs on emotional engagement
- Yet another smart Sinclair innovation
- Companies spending more on customer marketing
- Online shopping helping the high street
- How mobile customer behaviour dictates strategy
- Barclays to offer free Wi-fi in branches
- John Lewis goes for collections convenience
- Customers insist on mobile apps transparency
- Mobile customer economy set for huge growth
- Smartphone sales up by more than a third
- Mobile data revenues set to overtake voice
- Mobile catching up traditional retail websites
- BYOD – are you for or against?
- Why mobile customer engagement is the future
- ‘Promiscuous’ customers want instant gratification
- Webinar:Mobile Customer Engagement, 7th March
- NHS looks to improve employee engagement
- Social shopping surges globally
- Engaging employees critical to savings success
- Savvy customers ahead of call centre agents
- Big differences in mobile customers globally
- Joining the mile high texting club
- Personalisation next big retail challenge
- UK mobile customer loyalty at low level
- Confirmit launches customisable Mobile App
- Pub chain drinks to customer feedback
- SAP’s guide to the customer journey
- Social media improving customer service
- Radical transformation needed for ‘Retailtopia’
- How Big Data can drive customer value
- Waitrose coming to John Lewis
- How mobile is changing customer behaviour
- WEBINAR: Social Media, 26th March,12noon GMT
- Customer Engagement Summit 28th November 2013
- New guide to B2B customer engagement
- New - Customer Engagement Awards
- How social media is changing buying behaviour
- Lack of leadership hurts employee engagement
- One in four calls to tax man unanswered
- Customer trust key to online retailing
- More channels but same customer frustrations
- How customer behaviour is revolutionising retail
- Ten steps to single view of customer
- Sickness killing customer service delivery
- Leaders lacking social media savvy
- Google still the brand culture vulture
- B2B customer engagement – it’s emotional
- No social strategy no business strategy
- UK Social Media Research - Free report
- Starbucks smells the social coffee
- UK businesses lacking social engagement
- Beware the employee skills gap
- Consumers gravitating to mobile channels
- IBM opens Customer Experience Lab
- Personalisation name of engagement game
- What Millennial customers really want
- Best employees can be least engaged
- B2B customer experience critical as B2C
- Nationwide wins Gallup workplace award
- Why B2B customer experience is critical
- Pegasystems goes for real time collaboration
- Personalised online experiences to treble
- Vodafone voted tops in M2M
- Carlsberg probably best for social media
- EE consolidates its IVR self-service
- Employees in sub Sahara ‘most engaged’
- Loyalty not cutting it with customers
- Eptica helping customer service revenue
- Retail staff key to combatting ‘showrooming’
- B2B customer engagement needs rethink
- On-boarding of staff needs shake-up
- Confirmit links up with the LGA
- Confirmit links up with the LGA
- Barclays and BT top for engagement
- KANA takes an holistic approach
- First university degree for contact centres
- Gamification name of the engagement game
- Showrooming the future for High Street?
- Talk Talk was wrong to be silent
- Staff understand benefits better than managers
- In store retail technology omnichannel winner
- Essex makes employee engagement difference
- UK employees going the extra mile
- SME’s going online and mobile
- Retail just keeps taking the tablets
- B2B customer engagement rules changing
- Customer effort - help or hype?
- The age of mobile analytics upon us
- Customer Engagement Network awards launch
- Best Buy and Siemens win Confirmit awards
- Customers want integrated service NOW
- BT makes it easy for customers
- Customer engagement focus for retail
- Cape Town hot spot for contact centres
- Guide to successful mobile engagement strategy
- Amazon CEO hit customer nail on head
- HR decision makers ‘waste a third of their day’
- Engagement in voluntary sector steams ahead
- Cardiff FC best for family engagement
- How's your moble customer engagement?
- Personalisation way to shoppers’ hearts
- Bad mobile experiences travel badly
- One in two customers are switching
- Word of Mouth index takes on NPS
- Voice of the Customer critical to engagement
- Outsourcer uses its customer intelligence
- (24)7 buys social commerce firm Shopalize
- Command and control is dead!
- Four in five no employee engagement strategy
- Customers have the technology now
- Firstsource and giffgaff win outsourcing award
- People want to choose their channels
- Content management key to experience
- Top new technologies for customer engagement
- Just the job for Webhelp TSC
- Mobile customer engagement gets replay
- Hitchcock takes suspense out of IVR
- Social media ‘last resort’ for FS customer service
- From little acorns mighty oaks do grow
- How to avoid CRM ‘death by dodgy data’
- Social media and the customer service conundrum
- o2 turns to outsourcer Capita
- Mobile customer engagement on fast forward
- So how can banks win back customer trust?
- SXSE Workshops - Social Media 101
- Customer Engagement magazine out now!
- Culture behind employee engagement problems
- Auto customers want more ‘automation’
- Financial services complaints hit 7000 a day
- Mobile devices driving customer behaviour
- Continued rise in global employee engagement
- UK consumers expect great service as standard
- Ten tips for engaging customers in turbulent times
- ‘How Financial services organisations can make it easy to be a customer and improve loyalty’
- Retail customers are coming to grief
- Trust barrier to mobile payment services
- Banks, big data and customer loyalty
- Employee engagement, performance and profitability
- Blending the rules in contact centres
- NPS link to service provider revenues
- Mobile the omnichannel engagement catalyst
- Financial services culture still all wrong
- New utility pricing scheme ‘too complicated’
- Calling all contact centre leaders!
- Banks among ‘closest to customers’
- Service with a smile worth 40% extra!
- Customers using more channels than companies
- Be like Apple to keep employees
- New solution for local authority customers
- Firstsource launches the first chat
- The rise of the savvy shopper
- Disconnect between marketing and customers
- Help judge the Customer Engagement Awards
- Interactive Intelligence head in the clouds
- The dangers of social marketing
- Seamless omnichannel experiences needed
- Public sector omnichannel engagement launch
- Mobile critical to contact centres
- IT must change to improve customer experience
- China sets focus on service industries
- B2B lagging behind B2C online
- GPS apps target customers near stores
- Healthy living ‘jump’ for employee engagement
- Customer Engagement Awards finalists
- APAC set for six million contact centre agents
- Tough times mean nation of bargain hunters
- Almost all customer feedback goes to waste
- Consumers will share data for better service
- Firms falling behind omnichannel customers
- Customers tuning in to self-service
- Nine in ten public sector orgs use social media
- Are We There Yet? SoLoMo and the Slow Eradication of the Brand-Consumer Disconnect
- ASOS comes up with a customer first
- Consumer demands going in one direction
- Iceland hot on employee engagement
- NICE Fizzback wins VOC accolade
- First contact centre graduates qualify
- Still lip service on customer service
- BMW teams up with Feedback Ferret
- Customer engagement top CMO concern
- Philippines now world’s contact centre capital
- Contact centre workers unhappiest in UK
- UK retailers behind on customer technology
- Little Data - better than Big Brother?
- Nine million customer complaints unresolved
- Omnichannel more than just about mobile
- Home working ‘increases productivity’
- Time for Capita to give a bit back
- Public sector leadership not trusted
- UK and India cashing in on South Africa
- Aspect to acquire Voxeo in cloud move
- Outsourcing Customer Services, 27th March 2014
- Connectivity and convergence retail reality
- Consumers lukewarm over Facebook marketing
- Big Data for seamless customer experiences
- One in three public sector complaints unresolved
- Utility customers must shop for best deal
- Marketing automation must have says analyst
- Insurance customers demand quality experience
- Confirmit driving innovative business strategies
- Public sector needs new conversation
- Organisations too slow dealing with complaints
- Big Data analytics a real struggle
- Loyalty cards uptake on the up
- New employee engagement guidelines from BITC
- Gamification for employee and customer engagement
- Manufacturers lacking customer engagement
- Four new customer experience reports
- Customer and employee feedback – five fab tips
- Retailers must adapt fast to earn loyalty
- Brands benefit from social media interaction
- IBM gets HR to talk to marketing
- What customers really really want
- New omnichannel brand health report
- Skipton Building Society Case Study
- CRM key to productivity and retention
- Medallia set for further EMEA expansion
- Majority of UK employees ‘happy’
- Gamification not being used for engagement
- Outsourcing still dirty word in the US
- M2M companies form global alliance
- Patient and persistent – the new customer
- BT and Voxeo join forces in the cloud
- Utilities still failing on customer service
- The mobile customer – a new addiction?
- Cloud contact centres now a reality
- Employee engagement boosts retention
- Financial services worst for customer service
- Amazon and ASOS social media stars
- Omnichannel key to customer experience
- Social media best for customer contact
- Time to sweat customer service assets
- Customer behaviour data still untapped
- How digital is changing engagement
- Sabio and LivePerson get engaged
- Online retailers best for customer service
- QuestBack launches new mobile offering
- Call centre systems not being checked
- Customers and the ‘Internet of Things’
- How social media marketing can backfire
- The end of the job for life...?
- Fashion fuels growth of online commerce
- Thunderhead.com makes noise at Awards
Home : News & Features :
Latest News & Features
Skipton Building Society Case Study
31-Jul-2014
Increased efficiency, flexibility and enhanced customer interactions for Skipton Direct
Thunderhead.com makes noise at Awards
30-Aug-2013
Solution voted Best New Product of the Year at the 2013 International Business Awards
Fashion fuels growth of online commerce
29-Aug-2013
Two in three UK consumers have bought clothes on the web as online sales grow by 17 per cent
The end of the job for life...?
28-Aug-2013
Low job turnover might be here to stay as CIPD says numbers leaving employers plummeting
How social media marketing can backfire
28-Aug-2013
Marketing via social media channels can have counterproductive effect on consumers
Customers and the ‘Internet of Things’
28-Aug-2013
Consumers can now connect to the internet through clothes, glasses et al – times...
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