True innovation comes from a deep understanding of the present – and past

When industry analysts and other key influencers hand out awards and accolades, there are generally two important measures of success; who is operationally the best at delivering a great service day after day and who is the most innovative and exploring where customer service is heading in future?

What’s exciting about Teleperformance is that we are often awarded the highest honours for both. Just look at the recent European Outsourcing Association awards in July of this year where we won the overall title of the best provider of the year for our service, but our CX Lab in Portugal earned us the pan-European innovation award too.

We invest a lot in looking at how customer service will function in future. The debate on blogs – such as this – is just one part of that exploration, but all of our research into the future is based on a solid body of knowledge about how customer service really works today – and we operate in 62 countries so this can span various cultures too.

The idea that the evolution of true innovation comes from a deep understanding of both the present and the past came to me last night when I was talking to some younger team members who had never heard of Skylab, the first NASA Space Station. Other NASA success stories, such as the Space Shuttle, didn’t just come from a research centre; they were born from experience and knowledge of what works in the field. Without Skylab there would never have been a shuttle or the present-day ISS.

I believe that innovation and research at our CX Lab can be considered in the same way. Customer service has changed more in the past decade than in the previous fifty years – maybe even longer. We have many competitors that perhaps can offer a similar level of service today, but I don’t think anyone is looking as far ahead at the future of customer service as we are and this offers a great advantage to our clients when they are planning how to compete and differentiate themselves in their individual markets.

What’s your view on the way customer service is changing? Leave a comment here or get in touch via my LinkedIn.

Skylab in Orbit (NASA Archive, 11/16/73)


Photo by NASA licensed under Creative Commons

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