Multichannel Customer Engagement Directors Forum, 29th June, London
'How to deliver consistent customer experience across all channels, online, offline, social and mobile for competitive advantage' -. Speakers include: Case study - BSkyB,. Paul Blunden, CEO, Foviance, publishers of the Multichannel Customer Engagement Report, Marcus Hickman, Executive Research Director at CCA , Free to attend for customer engagement professionals
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Rise in social media requires businesses to rethink customer value
New measures of value are needed so that organisations know how best to direct engagement efforts and revised engagement strategies can be improved with customer analytics according to a new report

Social media coming to a multi-channel contact centre near you
Social media seen as key element of multi-channel communications strategy by contact centre leaders according a new survey

Feature:Why the age of Social Shopping has finally arrived
Social shopping is one buzz term that is likely to be around for a long time, according to a white paper from Loyalty Truth

Customers now expect organisations to interact through social media
According to a recent onepoll survey conducted with 1,000 UK shoppers, over half the shoppers in the survey said that they expected companies to monitor social networking sites and forums as part of their customer service processes

Kana can now do social media
Kana Software, a service experience management technology provider has acquired Overtone, a maker of social media and customer listening platforms, as the trend for vendors to add social media capabilities to their offerings continues

Social media finally making a bow in the public sector
Social media has been around long enough to spawn a movie yet it is only slowly making its presence felt in the public sector, especially for internal use.

The importance of social proofing your brand
In the hubris of trends, tweets, status updates, blogs and social media the majority of online marketers and internet startups have undoubtedly overlooked one very important aspect of user involvement. And that is: their online behavioural psychology.