Technology

Content tagged with Technology

Articles

• Putting customers in control

• Increasing customer value by placing employees first

• A closer look at Virgin Media Business

• Getting meaningful feedback on your brand and avoiding social media distractions

• Customer service: In a class of its own

• Using social media to generate sales and gather feedback in the cruise liner industry

• A closer look at Scottish Water

• Generations, customer behaviour and service design

• Moving beyond transactional customer relationships with social media

• The real time dash for customer analytics

• CBI director-general John Cridland addresses the Institute's 2011 Conference (video)

• Liz Jackson interviews Institute chief executive Jo Causon

• Banking on change: How technology and customer behaviour are changing banking

• Service in 2020: how will it look?

• Break down those barriers: Logica's Andy Green on innovative collaboration, personalised service and

• How Steve Jobs and Apple made technology for customers

• The fog is lifting - the changing face of customer service

• Home based contact centres - a time for new thinking?

• Customer service: the new normal

• Customer satisfaction measurement in contact centres

• Consumer channel choice

Downloads

• Panviva First Call Resolution Knowledge Exchange

  Business Process Guidance company Panviva surveyed 54 UK contact centres about customer service repr

Products

• Consumer Channel Choice

  Literature review that explores the relationship between consumer motives and their choice of purcha