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Customers take ‘showrooming’ to a new level

A new IBM study of 26,000 global consumers released today at the 2013 National Retail Federation convention found they are diversifying the way they shop for and acquire goods, becoming increasingly open to buying both online and in-store depending on their needs at time of purchase. While more than 80 percent of shoppers chose the […]

KANA continues growth following Ciboodle acquisition

Service solutions vendor Kana whose customers include more than 900 organisations worldwide, including half of the Global 100 and 250 government entities is continuing the growth and expansion of its European operations, as well as the appointment of several new executive management posts. The new resources will be devoted to serving KANA’s growing European client […]

Vendor calls for holistic approach to feedback

QuestBack has released its predictions for how organisations will capture and process feedback from customers and employees to improve the customer experience A common theme quickly emerges from QuestBack’s forecast  – the idea that the customer feedback management process isn’t just about customers or employees – it encompasses all facets of the customer life As […]