The pioneering online bank first direct commissioned a research report from It’s Open on the Future of Customer Service. The key findings of the report, written by Dr. Andrew Currah, are reproduced here, along with interviews with the author and Natalie Cowen, Head of brand and communications at ( more…)

2010 was the year Foursquare ruled the check-in market, Facebook made a move to destroy emails and Groupon made group buying a mainstream activity. A busy year for social media fans, but 2011 looks set to be even bigger. In 2011, there are a few things I’d like to see. More brands revealing the ( more…)