Our endlessly evolving communication technologies have already revolutionised the ways we communicate as private individuals. They have changed the ways broadcasters, newspapers and our favourite entertainments reach us – how we find them. How we find all kinds of information, goods and services. They ( more…)

The Future of Customer Service report, written by ItsOpen on behalf of first direct, has featured in an article in the FT. The piece by Paul Taylor is titled “Social CRM mirrors rise in customer power.” See also previous posts over on the Social Media Leadership Forum, as well as the slide-deck ( more…)

This week we held an event to launch our new research report, written by Dr. Andrew Currah, examining the impact of digital media on the future of corporate reputation. The report’s executive summary was written by Stuart Bruseth, Vice President, Shell Global Media Relations, and the first member ( more…)