Thought leadership

UK banks ramp up double-dip recession loyalty efforts

The survey of more than 1,000 British consumers found that 74% have seen firms "wake up to the need to give their customers better, more individual service, attention and offers" as businesses and their clientele have continued to face tough economic conditions in recent years. The research from retail loyalty specialist GI Insight also showed […]

CEOs say customer and employee engagement their biggest challenges

As part of a comprehensive global survey of forward-looking business leadership, IBM spoke to 1,700 CEOs from 60 countries, in 18 industry sectors, and found two somewhat surprisingly impactful conclusions about the future of social. The first is that social media engagement with customers will soon be more important than face-to-face interaction. The second, as […]

Only one in ten companies measure customer experience effectively

A new report from Temkin Group finds that only 10 percent of firms have good customer experience metrics programmes.  Temkin, a customer experience research and consulting firm, surveyed more than 200 customer metrics programmes in large organisations. Through a self-assessment questionnaire, Temkin found that only 41 percent of executives look at customer experience metrics more […]

How do your customer management strategies stack up?

A major research initiative is underway to understand how UK companies are planning to create – and pay for – the customer management infrastructures that will be needed to meet their customers’ future demands for accessible, multi-channel services.   “We’re undertaking a comprehensive research study across the UK that will help customer management decision makers […]