Category: Digital Experience

How Transformational Outsourcing can provide a new lease of life to contact centres

The past decade has seen a significant shift in organisations’ approach to customer management. Pre financial crunch saw companies aggressively building market share and rapidly deploying voice channels to drive the increasing volumes in customer contact. But over the years,...

Twitter least effective customer service channel for UK brands, according to new study

Eptica research of top 100 companies finds customer experience ‘average’ across web, email and Twitter Reading, 25 March 2014: Many UK companies are still struggling to deliver adequate customer service through the web, email, social media and web chat channels, with...

Social Media – How it can make or break your customer’s experience

Richard McCrossan, Strategic Business Director, Genesys Social Media has provided a huge platform for businesses to promote themselves and chat to their customers, but where does it stand in the world of customer service? We now have the answer. Positive customer service...

Powerful Insights on your Customers can Truly Boost Your Business

Data collection is absolutely essential to the efficient functioning of any website. Methodologies may have changed over time, but the technology is now available to rapidly improve business processes by using real-time data and actionable intelligence to facilitate improved return...

Morrisons customers out-tweet Waitrose for happiness, but Topshop beats them both

Customers have been tweeted Topshop into first place in the latest monthly study into online shopping by SpectrumInsight. February’s statistics reveal that Morrisons is still impressing consumers while Waitrose’s woes, which started during the run-up to Christmas, have continued. The SpectrumInsight study...

Can Morrisons take a slice out of Waitrose’s online market share?

The supermarket giants battled it out during the festive period, but an analysis of customer comments about online deliveries suggest that Morrisons is posing a threat to its Bracknell-based rival, Waitrose.   The northern supermarket’s early foray into online shopping is...

Retailers warned not to sacrifice customer service in the pursuit of new technology



Consumer confidence and spending are on the up, but retailers could be at risk of falling at the first hurdle by failing to keep their IT services in working order, claims the MD of Barron McCann.

 It is fair to say...

Enterprise Feedback Management (EFM) Vs Customer Loyalty Measurement by MR

A Wikipedia definition is always a good place to start when dealing with buzzwords or acronyms: “Enterprise feedback management is a system of processes and software that enables organizations to centrally manage deployment of surveys while dispersing authoring and analysis throughout an organization… …Modern EFM...

Customer experience strategy – running before we can walk

According to the recent eConsultancy/Adobe 2014 Digital Trends report, customer experience is “the single most exciting opportunity” for client side respondents. Second most exciting was ‘mobile’, which given all the hyperbole surrounding it must come as a bit of a...

2014: The year of value-based messaging

If 2013 was the year of the OTT mobile chat app, 2014 will be the year of the value-based SMS message, says Adrian Sarosi of OpenMarket. One of the big mobile stories of 2013 was chat apps, such as recent Facebook...