EVENTS
February 2012
29 February 2012
14:00-15:00 GMT
March 2012
04-05 March 2012
Managing Experience, San Francisco, USA
06 March 2012
Institute of Customer Service Conference, London, UK
14-16 March 2012
LOMA Customer Service Conference, Las Vegas, USA
20 March 2012
Customer Experience in Financial Services, London, UK
21-23 March 2012
Call Centre Summit Europe, London, United Kingdom
23-24 March 2012
Customer Experience Leadership Conference, New York, USA
26-28 March 2012
Next Generation Customer Experience, Henderson NV, USA
April 2012
April 18-19 2012
Forrester's Customer Intelligence Forum 2012, Los Angeles, USA
April 22-25 2012
May 2012
14-15 May 2012
22-23 May 2012
European Customer Experience World, London, UK
June 2012
29-30 June 2012
Customer Experience World Summit 2012, London, UK
October 2012
15-17 October 2012
Mobile Shopping Fall, New York, USA
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Customer Effort Score is only one-sixth of a total service experience
By David Conway, Chief Strategy Officer, Nunwood
The July 2010 Harvard Business Review article ‘Stop Trying to Delight Your Customers’, introduced a new measure to the field of customer experience measurement - the Customer Effort Score (CES) and the last issue of Customer Experience Magazine, discussing the pros and cons of this measure, raised a lot of discussions.
COMMENT
Has ‘striving for excellence’ run its course? Should we shift focus to becoming artists?
There are certain buzzwords used in companies today that are meant to bring people together, galvanise them around a collective cause and even attempt to motivate and inspire them. One such example is to "strive for excellence!"
By Morris Pentel, Chairman of the Customer Experience Foundation
What is the future of the smartphone? It’s an amazing technology. Watch TV, find a restaurant, or browse the internet - you can use the smartphone. Shopping & social networking or just making a call - the smart phone is the answer.
FEATURED TOPIC - Technology
Taking back the experience into your own hands
Couple days ago I was flying from London to Stockholm with Norwegian Air. Having booked the ticket online I was somewhat frustrated that the airline did not offer online check-in and warned me to turn up early and do my check-in at the airport, even though I was flying with hand luggage only.
I needn’t have worried. I was met with self service check-in kiosks and it took me just couple minutes to complete the check-in. With my boarding card in hand, I proceeded to the security check-point.
NEWS
NEWS
The future of mobile commerce –there is a catch!
Qantas customers experience world first entertainment technology
COMMENT
Towards Artistry
By Eldon Phukuile
Qantas customers are the first in the world to experience this ground-breaking inflight WIFI entertainment technology.
Only four technology vendors earn top spots in customer experience ratings, research shows
A new research report published by Temkin Group, 2012 Temkin Experience Ratings of Tech Vendors, rates the customer experience of 60 large technology providers.
Domestic & General Boosts Customer satisfaction with Knowledgebase
Domestic & General, UK’s warranty specialist, has reduced customer call times by nearly a quarter after the launch of Fido, a centralised knowledge management system.
Rapide revolutionises call centre customer feedback with Speech to Insight analysis
Intelecom plans to add voice functionality to IBM SmartCloud for Social Business
Technology to bring a human touch to business
By Steve Raher, Business Development Director, Empathica
Increasingly as I read analyst and pundit comments on the technology trends ahead, one common theme appears to be emerging. The theme is the ability for technology to bring a human touch back to our day to day activities.
eGain® Service Suite Now an SAP-Endorsed Business Solution
Transforming online behaviour into profit
By Thomas Cowper Johnson, Marketing Director, ServiceTick
The changing paradigm of e-commerce is transforming the internet from a selling channel to a buying channel. With the balance of power shifting from corporate to customer, companies need to understand what their prospects are doing online and they need this information in real-time.
Rapide has launched its new “Speech to Insight” analysis system, helping businesses and big brands to gain stronger insight into customer perceptions.
Intelecom has announced the planned integration of Connect, its hosted telephony contact management portal, with IBM SmartCloud for Social Business.
Video communication increases engagement, research shows
Vox Pops International recently conducted a survey with 100 major companies to find out how they share insight and how they engage with their audience.
The provider of cloud and on-site customer interaction software eGain has announced that its Service Suite is now an SAP-endorsed business solution.
