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Thunderhead goes .com to deliver customer engagement everywhere

Thunderhead.com, a customer experience management company has launched its cloud-based ONE platform to help businesses deliver highly personalised, relevant and engaging experiences across all digital devices and channels.   Previously known as Thunderhead, the company officially became Thunderhead.com today to signal its focus on digital customer engagement and availability as software-as-a-service (SaaS) for all its […]

Oracle makes a social media virtue out of Vitrue

Oracle will enter the social media publishing and campaign management market with the acquisition of Vitrue, the company announced Wednesday. Vitrue is a cloud service for managing social media publishing and structured marketing campaigns across Facebook, Twitter, and Google+, with particular emphasis on Facebook for embeddable page tab content and applications, such as the Vitrue […]

Hotels.com best for customer experience

In the 2012 Hotel Reservation study Hotels.com took first place for Overall Customer Experience, while in the Technical Quality portion of the study Priceline.com scored first for Reliability and Hilton.com took first for Responsiveness (Speed). Winners of Keynote Competitive Research studies are invited to participate in the company's Online Excellence Program which recognizes the "best […]

Mobile apps linked direct to contact centre agents via a smart button

Genesys Mobile Engagement enables businesses to overcome today's isolated mobile application experience by empowering customers that need live support to quickly engage customer service agents or specialised knowledge workers, such as personal bankers or travel agents. The new solution provides increased context to highly personalize the mobile customer experience and empower agents with information to […]

Oracle puts its RightNow acquisition down to the customer experience

  Customer experience was the buzzword for Oracle as it sought to explain how its acquisition of RightNow Technologies would fit into its existing customer relationship management (CRM) and cloud computing technologies.   Oracle announced its $1.5bn acquisition of RightNow last October surprising many end users and analysts in the industry. In the past week, […]

Satmetrix targets SME’s with new Net Promoter offering

  Cloud-based subscription software enables small-to-medium-sized companies and departmental buyers to see benefits within weeks Satmetrix, the Net Promoter® software company, has brought its best practice customer experience technology within the reach of every business with the launch of NPS® Go! and NPS® Go+, the latest additions to its Net Promoter in the Cloud software […]

Two in three customers give thumbs up to in-store mobile technology

  According to a recent study by Motorola Solutions, 67% of shoppers agree that mobile and in-store technology enhances their shopping experience  Mobile websites, self-checkout payment lanes, self-service price checkers, and easy-to-access product information, available through QR codes or mobile sites are the most helpful technologies to consumers. Here are some of the most interesting […]

Staff engagement linked to customer experiences

  There is a strong link between levels of employee engagement and the effort and commitment of employees to their company, and a consequent link with positive customer experiences, according to a research report by Temkin Group.  The report, entitled 'Employee Engagement Benchmark Study', examined the attitudes and behaviors of 2,435 US employees at for-profit […]

In-store mobile apps to take off in 2012

  While only 14% of retailers surveyed by in-store m-commerce firm AisleBuyer said they currently have a mobile application ('app') for customers' in-store use, 50% of those who do not have one said they were planning to introduce a shopping app during 2012  The survey, entitled 'Mobilizing the Store: Game-Changing Trends for 2012', found that […]

New technologies driving consumer behaviour

Helping to drive consumers' behaviour today are new technologies that allow shoppers access to near-limitless information about retailer products and services. Shoppers  – especially younger Generation Y consumers aged 20 to 30 years –  also are increasingly using social media and alternative channels to communicate with and about their retailers. Consumers now expect on-demand access […]