Only 49% of marketers are pushed to reinvent customer service due to technology

Technology is causing disruption in most markets, but only 49% of marketers believe they are pressured to develop their customer service as a result of disruptive technology... ComputerWeekly: Latest IT News

McDonald’s channels Uber to keep pace with customer expectations

McDonald’s operates in a world of “escalating expectations” according to global chief marketing officer Silvia Lag... Marketing Week

Breaking the Loyalty Myth: How Understanding Consumer Behaviour Delivers Better Customer Service

For decades, organizations have focused on increasing customer loyalty.Businesses worldwide are realigning, or newly investing in, technology and business models to more effectively engage with digital consumers at every touch point in the customer…

Many firms failing on crucial customer experience in digital era

Only through collaboration between all customer-facing parts of a business can it deliver the customer experience that is crucial to survival in the digital era, according to CXP Group consultant Nicole Dufft ComputerWeekly: Latest IT New…

Lloyds Bank launches technologies to improve and secure customer services

Lloyds Bank is investing in the latest technologies to provide customers with convenient and secure banking services ComputerWeekly: Latest IT News

Banks should avoid customer service robots for a few more years

Banking sector should not use software robots to automate customer services such as chat because consumers expect better service levels when it come to their finances ComputerWeekly: Latest IT News

Theft of customer data is top Asean retailer worry

Southeast Asian retailers say securing customer payments is a major challenge as new payment technology is forced on them by market and consumer pressure ComputerWeekly: Latest IT News

Swedbank boosts customer service with a virtual assistant

Nuance Nina will offer basic frontline support for online customers ComputerWeekly: Latest IT News

Use Digital Personalisation to Enrich the Customer Experience

Customer experience has become a high priority for many organisations; they are recognising that the key to their success is delivering a stellar customer experience. Many organisations can no longer compete on product or price alone because…

Interview: John Hazen, senior vice-president of direct to customer, True Religion

True Religion’s senior vice-president of direct to customer, John Hazen, discusses the US clothing retailer’s plans for loyalty, simplicity and the pursuit of a single customer record ComputerWeekly: Latest IT News

ABN Amro reacts to demand for Snapchat customer support

Dutch bank is widening its social media-based channels by communicating with customers using Snapchat ComputerWeekly: Latest IT News

Interxion confirms customer contact details compromised by hackers

Colocation provider confirms that hackers gained unauthorised access to its CRM system in December ComputerWeekly: Latest IT News