customer experience Latest News

Leading CRM provider continues to help shape the market through scheduled appearances across three continents; joined by partners, market experts and peers

Employee engagement specialists from Onefish Twofish are joining forces with Customer Faithful, experts in designing the customer experience, to deliver a workshop on Differentiating the Customer Experience in 2012.

Noventum's Service Leadership Course provides managers with a concise and integrated guide to successful service transformation. For more information view our website at the bottom of this page.

Interview with Daniel Murray, Vice President of Customer Affairs at Philadelphia Gas Works

More than 70% of businesses surveyed by The Experts Bench believe their CEO would define their customers’ experiences as excellent or good. But according to stats quoted during The Experts Bench’s recent webinar, only 8% of customers would agree.

The 2012 Salary Survey by the leading Call & Contact Centre Management recruitment agency, Cactus Search, has shown growth in the salaries of Management & Specialist staff in the sector to be above the national average.

Flooring retailers will benefit from “Marketing & Selling to Flooring and Stone Power Consumers (aka Women!), a 1 hour seminar led by Christine B. Whittemore, Simple Marketing Now, at Surfaces 2012, with Nufloors Coquitlam as case study on 1/25/12.

Martin Neat, Head of Customer Contact at National Grid, joins Customer Management IQ to discuss Delivering the Best in Customer Contact: Creating the Right Culture.

More Than 200 Large Companies Participated In Temkin Group’s Assessment Of How Companies Collect And Use Customer Experience Metrics

Knowledge management pioneer to showcase next-generation solutions for improving customer service experience across phone, web, online forums, and social networks

Software Magazine ranks eGain as one of the world’s largest software companies for the ninth straight year

As the UK's heavily-regulated energy market adopts an increasingly customer-centric approach to process excellence, there have inevitably been companies which have embraced change more seamlessly than others.

The past few years have seen a global wave of uncertainty and economic turmoil plaguing businesses in virtually every sector across countless industries.

Andrew Reise Consulting to contribute to the advancement of the customer experience discipline.

eGain Chatbot™ will enable subscribers and prospective customers to get 24x7 web self-service in English and Spanish, while enabling the wireless provider to deliver engaging and fun self-service experiences

Ingrid Lindberg, Chief Experience Officer, CIGNA - Quadruple award winner in 2011, joins IQPC Exchange in a quick-fire round to discuss how her business has evolved over the past year, the biggest investment and greatest challenge moving into 2012.

Ica van Eeden, Chief Customer Officer at Sun International, joins IQPC Exchange to discuss changes in the hospitality industry and how this has impacted customer service strategy.

Jose Briones, Ph.D. Leads Twitter Chat On Successfully Developing Valued Products And Services

Research Report by Ember Services and Sponsored by Sword Ciboodle Reveals that Customers Prefer Phone-Based Communication for Support and Service

Evaluation based on completeness of vision and ability to execute

In recent times, customer experience management (CEM) has undergone a series of massive transformations as companies increasingly recognise that there is more to satisfaction than simply providing a good product or service.

In recent times, customer experience management (CEM) has undergone a series of massive transformations as companies increasingly recognise that there is more to satisfaction than simply providing a good product or service.

Customer Experience Consultancy MCorp Publishes “Proving ROI on Customer Experience” White Paper Focused on How Making Customers Happier Can Drive Bottom-Line Results.

Temkin Group Study Of 192 Large Firms Provides An Extensive Benchmark Of Maturity Levels For An Important Customer Experience Management Capability

LTE Deployment Strategies from Telecoms IQ will provide those who attend the solutions to issues faced when migrating to LTE in this two day conference in London.

Digital Frame Merchandising with bitSHUTTLE Offsets Traditional Paper, Production and Delivery Costs

Speech-to-Text instantly converts phone surveys and feedback into text, and real-time analyses the comments using sophisticated text analytics tools to discover actionable insights that enable businesses to achieve a real competitive advantage.

Millions of bank customers in the UK are set to share in the country's biggest compensation payout in years, after the financial services industry finally gave up the legal fight over the alleged mis-selling of loan insurance products.

New Research Based On Feedback From 6,000 U.S. Consumers About 129 Firms Shows That Only 9% Of Companies Deliver Strong Customer Service; TV Service Providers, Internet Service Providers And Health Plans Are The Worst

In recent times, customer experience management (CEM) has undergone a series of massive transformations as companies increasingly recognise that there is more to satisfaction than simply providing a good product or service.

John Hinder, Head of Digital Experience, Business Transformation, at Scottish Life, joins Customer Management IQ to discuss how to get the best out of Customer Experience Management within banks and financial services

Ian Ormerod, Head of Customer Experience at AXA, joins Customer Management IQ to discuss Customer Experience Management within Banks and Financial Services.

Acquiring Sibytel technology, V3D (Vision 360 Degrés) goes one step beyond on last mile mobile Quality Testing and Monitoring by upgrading its complete and most advanced software suite for Telcos: EQual ONE

ADT Security will showcase a new interactive display unit and demonstrate the futuristic capabilities of facial detection and tracking technology at the Retail World conference to be held in Sydney from June 27 to 29.

Study Of More Than 800 Computer Buyers Shows That Apple Delivers Best Experience Across New Computer Purchase Process, With Largest Gap In Customer Service

Millions of bank customers in the UK are set to share in the country's biggest compensation payout in years, after the financial services industry finally gave up the legal fight over the alleged mis-selling of loan insurance products.

Telefónica O2, Orange FT Group, Telenor & Vodafone to explore how to drive customer-centricity and measure customer experience at CEM in Telecoms

Study Of 6,000 U.S. Consumers Shows That Only 7% Of Companies Deliver Good Online Experiences; TV Service Providers, Internet Service Providers And Health Plans Are The Worst

Study Of 6,000 U.S. Consumers Examines How Consumers Use Social Media Channels To Purchase Computers, Cell Phones, TVs, Insurance Policies, Health Plans, And Credit Cards

MCorp Interviewed for Recently Released Research Report, “Why You Need A Digital Customer Experience Strategy.”

Ian Ormerod, Head of Customer Experience at AXA, joins Customer Management IQ to discuss Customer Experience Management within Banks and Financial Services.

Study Of 6,000 Consumers Reveals That Companies Have Built Up Limited Goodwill With Customers In Report On 143 US Companies Across 12 Industries

Customer experience solutions apply contextual insights to provide relevant, one-to-one communications that impact key business goals

The UK’s utilities and personal finance companies are failing to meet consumer demand for personal communication according to research from enterprise software provider Thunderhead.

Survey Of 200+ Large Companies Highlights Customer Experience Efforts And Ambitions

Business leaders will gather in NCY 6/21-22 to gain insights on developing a differentiating customer experience. Andrew Reise Consulting will sponsor the Forrester Forum focused on developing strategies that align with the customer’s viewpoint.

Einstein Noah Restaurant Group (ENRG) announces partnership with Service Management Group (SMG), the leading customer analytics agency focused on loyalty and service improvement, to increase customer loyalty and drive same-store sales.

These interviews provide an opportunity to share insights from America's top CEOs about how they are guiding their companies to greater spirit and performance. This week: ING Direct CEO Arkadi Kulmann discusses his vision and purpose.

The question of whether priority should be given to customer satisfaction or profitability is one of the most crucial considerations for any modern organisation.

Roosters Men’s Grooming Center, a leader in the emerging men’s services market, today announced there will be more Roosters Men’s Grooming Centers to come to Colorado.