One in three organisations will move to the Cloud to enhance their business intelligence capabilities in the next 12 months, analyst Gartner has said.

Will social search take hold and redefine the nature of marketing, ecommerce and the digital customer experience?

Why are they so important to the customer experience - and how do they differ?

Salesforce.com is hoping to level the playing field for small to medium sized businesses with the launch of Desk.com, its new social media customer service dashboard.

SDL has completed its acquisition of Alterian in a move that the company says demonstrates its commitment to drive the global customer experience.

MyCustomer.com spoke with a panel of experts to nominate their key customer service priorities for the coming year.

Walter Van Norden explores how brands are developing the people, processes and technology to support social care.

UK customers are fifth happiest in world and the second happiest in Europe, according to a new customer satisfaction index.

SAP is looking to distance itself from the CRM competition with a subtle shift in its products' focus from “relationship” to “experience”.

The retail and FMCG sectors dominate the brands most highly-rated by UK consumers according to the latest YouGov BrandIndex league table.