by Marcus Hickman | 10 Mar, 2013 | Autonomous Customer, Marcus' blog, Social media and customer contact, Thought leadership for B2B Marketing
The 2013 version of the Autonomous Customer research, we complete for Avaya and BT Global Services has exposed a decline in the numbers of consumers going direct to an organisation’s website for customer contact. This is a surprising finding given the strategies of...
by Marcus Hickman | 12 Jan, 2013 | Channel applications, Our blog
2013 is all about real time. As faster technologies fuel our desires for belonging, sharing information and knowledge we will demand not just access, but immediate access. That includes solutions to our complaints directed at organisations which have failed to satisfy...
by Marcus Hickman | 19 Dec, 2012 | The Big Switch
Davies Hickman Partners have focused on the opportunity for ‘smart service’ for some time, so it was interesting to see IBM Global Process Services moving forward with their Smarter Managed Services Offerings. Specialising in BPO (outsourcing), IBM Global...
by Marcus Hickman | 15 Oct, 2012 | Channel applications
A recent global survey involving 1,000 executives working in large enterprises across the main industry sectors around the world uncovers new attitudinal and behavioural factors. It highlights how Global Executives from various influential functional groups such as...
by Marcus Hickman | 24 Sep, 2012 | Channel applications
PCI DSS impacts local and global enterprises whose contact centre agents take card pay-ments over the phone using in-house and/or outsourced call centres, outsourced IT, out-sourced agents and home workers. PCI compliance and data protection in contact centres are hot...
