Thought leadership

HP getting on the social customer bandwagon

Facebook, Twitter and other social networks have changed consumer behaviour while adding a layer of complexity to the company-customer relationship. Traditional CRM programs and architectures, designed prior to the emergence of social networks, hinder organizations from leveraging these outlets to develop strategies and create a framework for expansion. The new HP Social Enterprise Services help […]

Hard hit retailing sector makes customer experience the top priority

  An annual study by the National Retail Federation surveyed 247 retail executives in various sectors. Nearly 67 percent of the companies surveyed list customer satisfaction as the top initiative in 2012. Nearly 82 percent said that customer service strategies will be a top priority, up from 75 percent in 2011. In addition, 59 percent […]

Social media and cloud computing dominate analyst 2012 predictions

  Cloud computing and social media will continue to provide industries with new avenues for effective customer communication and engagement, facilitating increased revenue and sustainable interaction with key customers Analyst Gartner has revealed its top predictions for IT organisations and users for 2012 and beyond. Analysts said that the predictions herald changes in control for […]

UK tops when it comes to corporate responsibility

  Nearly every Global Fortune 250 (G250) company now reports its corporate responsibility activity, with the UK topping the global ranking according to the KPMG International Survey of Corporate Responsibility Reporting 2011 In what KPMG believes to be the most comprehensive survey of corporate responsibility (CR) reporting ever published, data was analysed from 3,400 companies […]

UK small businesses do not see customer engagement as a differentiator

  According to research from the Epson Business Council, only 29 percent of UK small businesses believe that customer service will be a critical market differentiator in the current climate – a minute proportion compared to businesses from the likes Spain and Italy, of which 84 percent and 77 percent believe customer service will help […]