Latest posts

The old silo mentality finally fading

To serve a growing customer base and better manage the client experience across all customer touchpoints, organisations are moving away from siloed transaction-oriented systems – such as enterprise resource planning (ERP), customer relationship management (CRM) and dealer management systems – in favour of more integrated and socially aware systems. This shift has two effects. 
Organisations […]

Merger a match ‘made in heaven’

Foviance Group, the UK's leading user experience and analytics consultancy is merging with Seren Partners, the award-winning Service Design agency. Together, they are creating a business designed to deliver top notch brand experiences across all customer touchpoints: the world's largest service design agency. The business will trade under the SEREN brand with all 70 employees […]

Confirmit adds another string to bow

Confirmit  has added another string to its bow with the acquisition of CustomerSat, the Enterprise Feedback Management software and services provider, previously owned by MarketTools. Confirmit is a leader in the Voice of the Customer (VoC) market, and this acquisition of CustomerSat, a recognised EFM and loyalty leader, is designed to add greater breadth and […]

Customer care and the car

With competition rife and sales continuing to suffer due to the failing economy, offering an exceptional customer experience has never been more important for the Automotive Industry. Rapide, the Moments of Truth™ Company, has just released its latest thought leadership paper which offers top customer service tips for professionals in the industry. According to the […]

Customer care and the car

With competition rife and sales continuing to suffer due to the failing economy, offering an exceptional customer experience has never been more important for the Automotive Industry. Rapide, the Moments of Truth™ Company, has just released its latest thought leadership paper which offers top customer service tips for professionals in the industry. According to the […]

The competitive advantages of engagement

Entitled ‘The Rules of Employee Engagement: Communicating, Collaborating and Aligning with the Business’, the new study from Aberdeen Group attributes the positive impact of engagement on a business to improving the retention, performance and productivity of workers. But, it noted, while many organizations understand the virtue of engagement, the big challenge is creating a programme […]