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Digital customer relationships unpacked

A digital relationship can enable the connection of products in a customer’s wallet like this insurance and banking bundle for Gjensidige A digital customer relationship turns the idea of CRM on its head. Rather than the organisation controlling customer data, the...

eCommerce Teams – Aims, Challenges and Solutions

By Jonathan Horden, Chief Executive, PrismaStar (www.prismastar.com) The role of an eCommerce team is varied and anyone working within one can testify to the complexity of responsibilities, objectives and the importance of their contribution to a company’s financial success in today’s...

On Customer Experience…

There’s certainly nothing new about focusing on the customer experience to differentiate a business. Over the past decades, brands have rocketed to iconic status by doing just that. Think Apple, Virgin, Starbucks, and Disney. The difference today is that empowered consumers (B2C)...

Brevado – “Creating Products Synonymous with Better Customer Experience”

Like all great products or services, they solve a fundamental problem that meets a customer need, making lives simpler and easier in the process and in doing so creating better customer experiences. The Brevado team has done just that. Brevado is...

The Big Easy – Why travel retailers need to bring simplicity to customer interaction

Driven largely by advancements in online technology, the needs and expectations of today’s travellers have changed as much in the past two decades as they have over the past two millennia. As a result, today’s travel companies need to...

Are you playing to win, or just playing not to lose, with your customer experience?

B2B marketing professionals have become increasingly sophisticated in their efforts to identify and quantify the business impact of their marketing spend. Yet when it comes to initiatives to improve the customer experience, while the overwhelming majority of B2B companies are...

The Future of Customer Experience

This is Part Two of Joe Tawfik’s article about the future of Customer Experience. Joe is CEO of Kinetic – a specialist business process outsourcing (BPO) for the telecommunication industry – looks ahead at what is emerging in the field...

Is the traditional 9-5 on the brink of the extinction?

According to research by call handling service alldayPA, more customer service calls are being made on the weekend. Greater customer expectations are pushing companies to work longer hours to suit their needs, so is this a clear sign that the...

Employee Morale Does Create Customer Experiences

It’s often been said that customer contact employees are key to creating great customer experiences. There is a lot of validity to this statement as customers depend upon the person with whom they interact to provide a high level of...

Are brands behaving badly?

Consumers want more regulation, legislation and governance on social media to tackle the unethical behaviour of brands online, according to a major study commissioned by The Chartered Institute of Marketing (CIM).  Despite acknowledging the value of social media to businesses, more...