Direct marketing industry moves to protect customer
Independent commission launched to enforce high standards in the direct marketing sector to protect consumers and industry [more]

Utility shareholders benefit from customer misery
Energy companies deliver shareholders a 20 per cent rise in payouts while average fuel bill rises by more than double that [more]

Customers trust banks more than they do the government
Consumers trust banks with their data almost as much as they do their doctor - but not central or local government [more]

Customer Management Expo - 16-17 September 2008
Customer Strategy will be there - will you? It’s free to register so join us at the NEC in Birmingham for an event that asks ’How close is your customer strategy to your customers’ experience?’ [more]

Watch Mark Bradley's Vlog
Watch Mark Bradley’s video diary - the first instalment of a series on the customer service industry, as this expert sees it. [more]

Online Webinar - Call analytics: harnessing the business intelligence in your contact centre
Join us for a FREE webniar on 9th September at 12.30 (BST) to discover how to effectively use intelligence gathered from your calls to benefit your business. Brought to you by Customer Strategy and Nexidia. [more]

Voice of the Contact Centre Agent
‘Voice of the Contact Centre Agent’ is the first research project to focus exclusively on the views and the issues facing today’s contact centre agents. The report conducted by YouGov on behalf of Sabio and Avaya, identifies the major service challenges that agents face, and uncovers some key areas that organisations need to address if they’re to deliver long-term customer satisfaction. [more]

Building customer relationships the LEGO way
When it comes to strategies for building closer relationships with customers LEGO is at the cutting edge - three years ago the company set up a new division for that very purpose, headed up by former school teacher Conny Kalcher. Steve Hurst pieces together the LEGO customer journey. [more]

Senior Business Partners - Customer Experience
£40-60,000 - South West

The division will be charged with developing and implementing an integrated customer experience strategy [more]

CCF Conference at Call Centre Expo 2008 - 16-17 September
Birmingham, NEC [more]

Call Centre Expo 2008 - 16-17 September
NEC Birmingham [more]