Telcos lead in Kenya as mSurvey reveals the first industry Net Promoter Score Benchmarking for Africa, in an industry-first benchmarking metric...
16 Nov 2017
Surge in consumers' use of messaging and social media is transforming their expectations of service, says new BT and Cisco research...
6 Dec 2017
Tougher regulation, global supply chains, materials from fewer suppliers and consumer awareness are contributing to a rise in recalls, says Allianz Global Corporate and Specialty (AGCS) report...
5 Dec 2017
On his visit to South Africa for the MMA (Mobile Marketing Association) Forum in Johannesburg on 2 November and Mobile Monday in Cape Town on 6 November, Adam Pattison, vice president, Americas & EMEA at BBM Messenger, shared insights into chat or dark social and how this is shaping the mobile economy...
Jessica Tennant 20 Nov 2017
Research done by Yonder Digital Group found that UK consumers are as likely to share a good experience as a bad one...
4 May 2017
LONDON: The IABC EMENA, the counterpart of the Africa region of the IABC, hosted their annual conference titled "Power to the People", addressing the key trends in communication...
Daniel Munslow 15 Apr 2015
LONDON, UK: A chain of DIY stores in the United Kingdom is preparing its staff for kinky Fifty Shades customers after they have seen the erotic film Fifty Shades of Grey...
11 Feb 2015
LONDON, UK: The top 10 global consumer trends for 2015 were revealed by leading market research company Euromonitor International...
19 Jan 2015
INDIANAPOLIS, US: Research by global software provider Interactive Intelligence Inc reveal what customers look for in a great service experience.
10 Jun 2014
LONDON, UK: Then attend ECEW 2013 to learn how to maximise its appeal.
14 Mar 2013
LONDON, UK: Check out the first judges for 2012...Joining the chair of the jury, Dominic Fawcett, Sony Europe, are some of the most influential people from the media and advertising industry...
7 Jun 2012
LONDON, UK: This year marks the fourth ECEW event, and taking your feedback from previous years, the organisers have made it bigger and better than ever.
8 Mar 2012
LONDON, UK: "...Google's integration of Google+ into its search results is a major change, one that brands and businesses must not ignore. And with Facebook having the potential to immediately capture a quarter of the search market globally were it to launch its own search engine, this move by Google has not come a minute too soon..."
16 Jan 2012
LONDON, UK: YouGov survey reveals the extent to which the UK public uses social media to contact or talk about businesses.
25 Oct 2011
LONDON, UK: Customer loyalty: it's what every customer needs a reason to give, and what every institution strives to achieve. Moreover, it seems Brits believe supermarkets are indeed super when it comes to rewarding their loyal consumers, as latest research from Mintel reveals.
9 Jun 2011
LONDON, UK: More than half of UK consumers say they are not comfortable with businesses using location-based technology to pinpoint their whereabouts, even if it would improve their customer service, research from Ovum has revealed.
2 Jun 2011
LONDON, UK: Financial services providers need to remind consumers that they can play a role in reducing stress, rather than adding to it, finds Datamonitor.
Published by Datamonitor 14 Apr 2011
LONDON, UK: Looking to the future of the financial services industry, independent market analyst Datamonitor has forecast that banks that are eager to engage with consumers will adopt new technology, putting consumers back in a position of power by 2020.
5 Apr 2011
LONDON, UK: MediaCom has named Ivan Fernandes as global director, Social Media Technology. He will ensure that clients have access to the greatest possible understanding of platforms such as blogs, forums, Twitter and Facebook. In line with the agency's philosophy of "People First, Better Results", he will work to reinforce MediaCom's position as the agency that best understands consumers in the digital sphere.
7 Mar 2011
LONDON, UK: Corporate Christmas gifts could come under tighter scrutiny thanks to new UK law.
3 Jan 2011
LONDON, UK: Marks & Spencer UK High street retailer helps online shoppers avoid the stress of Christmas shopping. The aim is to help the retailer gain a bigger share of the online retail market.
1 Dec 2010
LONDON, UK: Businesses are out of touch with the frustration customers experience from automated customer service systems and are jeopardising their loyalty as a result, according to Ovum, one of the Datamonitor group of companies.
11 Nov 2010
LONDON, UK: While consumers are still reeling from the aftershock created by the global economic crisis, lessons have been learnt, behaviours changed and consumer adaptability has created a new way of life. With that in mind, Mintel predicts nine key consumer trends for the year ahead, examining how long term behaviour has been implicated. In 2011, consumers are living for the long term with attitudes inspired by a changed value set.
8 Nov 2010
LONDON, UK: Insurance companies that ignore m-commerce face marginalising themselves as younger generations come of purchasing age, according to Ovum.
Published by Ovum, part of the Datamonitor group 23 Aug 2010
LONDON, UK: Creating a single, comprehensive view of the customer is the key for banks seeking to boost profits and rebuild trust in the post-credit crunch era, according to Ovum.
Published by Ovum, Datamonitor group 2 Aug 2010
LONDON, UK: Despite fears that online banking had led to the death of the local bank branch, new research, published on 20 July 2010, from Datamonitor has found that more than half of us want to use a branch and if there is investment and innovation in their networks, banks will reap rewards.
Published by Datamonitor 23 Jul 2010
Setting the right tone from the top is viewed as an increasingly important leadership skill that can make or break relationships with shareholders, employees, customers and business partners.
12 Jul 2010
LONDON, UK: It's a complaint with a familiar ring to it, and now Mintel's latest research confirms that automated telephone systems are the nation's number one financial service irritation. Indeed, when asked what annoys them most about their dealings with financial services firms, over half (56%) of Brits rank automated phone systems as the number one cause of frustration. Meanwhile, overseas call centres (53%) and constant attempts to sell additional products (29%) make up the top three complaints regarding the financial services sector.
8 Jul 2010
GLOBAL: Call centre spending on speech analytics is set to double worldwide, growing from around US$95 million in 2009 to US$180 million (about R720 million to about R1.36 billion, respectively) by 2014 according to Ovum.
Published by Ovum, part of the Datamonitor group 23 Jun 2010