This expert resource from Gartner examines integration brokerage and how it can apply to a variety of integration problems. 

This week’s Computer Weekly, we talk exclusively to Tesco CIO Mike McNamara about why the UK's biggest retailer is spending £150m on its online business. And, with the London 2012 Olympics only weeks away; we look at how IT testing is progressing. 

This analyst report examines how you can protect brand integrity and ensure governance through social compliance initiatives. 

Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice. 

Social Media is rapidly emerging as the next big frontier for customer engagement and interactions. This is projected to grow exponentially over the next 5-6 years as the usage and number of active users of Social Media sites and forums continues to grow. 

The promise of creating value by harnessing collective activities is attractingorganisations to technology that connects employees, engages customers and partners inconversation, or boosts their R&D through crowdsourcing initiatives. 

This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. 

Supported by insights from Peppers & Rogers Group and inContact, this white paper will explore the benefits of applying the right mix of self-service and agent-assisted support to meet customer expectations effectively and maximize business outcomes. 

European consumers' growing use digital channels as part of their shopping experience is driving retailers’ focus on delivering efficient online, cross-border operations in Europe, this research report from Accenture reveals. 

This paper discusses the improved functions of portals, specifically SAP NetWeaver, and how you can make the most of them within the enterprise. 

In this week’s Computer Weekly, we look at the IT challenges facing retailers, as consumers turn increasingly to web and mobile shopping channels. Oracle president Mark Hurd talks about how the supplier intends to simplify IT infrastructures. And new government CIO Andy Nelson discusses how he plans to transform Whitehall IT. Read the issue now. 

Social channels are here to stay and should be part of your customer engagement strategy, as you will be re­quired to integrate these new channels sooner, rather than later. This paper will help you build the best road map to customer success, integrating both old and new channels into your customer experi­ence strategy.