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Retail experience hinging on new technology

A study by The Control Group reveals new details about the evolution of retail technology. As reported, retail technology "will drive significant change in the retail experience by providing more immersive, personalized and cohesive brand experiences as well as new mechanisms for capturing, measuring, and understanding consumer behaviour." The study notes, "Brick-and-mortar retail hasn't changed […]

Every little cloud helps at Tesco

Tesco, one of the world's largest retailers, is using BT’s Cloud Contact solution to give its UK customers an enhanced, more flexible and more responsive contact centre service. The services, which BT started to provide under a three-year agreement signed in June last year, sees BT Cloud Contact serve Tesco’s main contact centre operations in Dundee […]

BT gets fit for omnichannel engagement

BT has added innovative new capabilities for its BT Contact portfolio, designed to make organisations easier to do business with, while removing costs and complexity from their contact centre operations and enabling “omnichannel” customer service. Those innovations, including the latest evolution of  BT’s cloud-based contact centre solutions, will help organisations keep ahead of trends in […]

Genesys celebrates independence

The company achieved annual revenues of greater than $610 million and double digit growth in 2012 compared to 2011. The record-breaking performance was driven by strong demand for Genesys’ SIP-based contact centre solutions, analytics applications, solutions for web, social and mobile customer service, as well enterprise-wide solutions that integrate the front office with back office […]

Online shopping on the iPad the new reality

The 2012 Christmas online shopping season was the strongest ever. The figures show we are now a nation of online shoppers, spending around £100 on average at a time per transaction, and are particularly focused on mobile. We increasingly used mobile devices to shop, with iPad reaching its peak in online traffic to retail sites […]

NHS complaints code concerns patients

Research by the Patients Association shows that the NHS’s complaints system is not fit for purpose and is putting lives at risk. The report ‘Listening and Learning’ provides a sombre warning that the lessons of previous reports into healthcare and complaints have not been heeded says the report. It accuses some hospitals of dangerous complacency […]

Smarter commerce links marketing and sales with service

IBM has announced new marketing and sales innovations that will allow retailers to deliver a consistent shopping experience for consumers across multiple touch points — from the store, mobile and online. IBM's Global Survey of 26,000 consumers has revealed that 35 percent of consumers are considering diversifying the way they buy goods and services in the […]

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 […]

O2 launches new B2B dealer programme

O2 has launched a new B2B dealer programme designed to help its partners win business in the enterprise sector. The ‘customer engagement programme’ was launched last month by O2 general manager for enterprise David Plumb at the firm’s head office in Slough. It will provide partners with additional support to give them the confidence to […]

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 […]