Like it or loathe it, 'omnichannel' can't be ignored...
Top features
Who should be responsible for Voice of the Customer?
What are the merits of having a centralised team to manage VoC feedback, and who should take ownership of it if you don't have one?22
Why CRM should focus on Little Data, not Big Data
Pamela Bath looks at how ‘little data’ is being underused in the challenge to deliver true one-to-one marketing.24
Is outbound dialling dead and buried?
Following the news that PPI claim firms are responsible for half of all nuisance calls, is outbound finally on its way out?328
Editor's note
- Using social media to map the consumer journey to the customer experience
- First Direct: Six experience lessons from the bank that bucks the trend
- Omnichannel: New service buzzword, same service problems
- Why aren’t Voice of the Customer programmes proving their value?
- Marketing Cloud: The final nail in IT’s coffin?
- What does omnichannel mean?
- How to kick-start conversations with your customers
- A third of customers take to social to vent service frustrations
- Consumers are most open to ads while shopping. Opportunities for brands and retailers
- The impact inconsistent customer service has on customer satisfaction
