Customer Relationship Management is all the rage. If we accept its precept, as most of the financial services industry seems to do, that it is desirable to personalise customer communications at each point of customer contact, then there is an obvious need to...
FINEOS, an Irish provider of banking and insurance software announced the appointment of William Burgess as chairman of its board of directors. Burgess assumes the chairmanship from Tom Mulcahy, who steps down from the board having held the position since August 2001....
Almost six in ten businesses in France, Germany, Italy and the United Kingdom had cut costs in the last year, of which a third highlighted telephony costs as the number one cost saving imperative according to research conducted by Benchmark Research. In terms of...
The major investments that organisations have made in web and email customer services in the last five years have so far failed to improve customer satisfaction, largely because they are not tailoring their customer service strategies closely enough to consumer needs....
