Monthly Archives: July 2016

CX: Trends On The Road to 2020

Posted on July 20, 2016 by Matt Sims

This is the first blog I have written in my new role as the CEO of Teleperformance UK and South Africa. I’m pleased to be taking over this leadership position at such an interesting time for anyone working in the … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Strategy | Tagged , , , , , , , , , | 1 Comment

Pokémon Go: How VR And AR Can Transform The Customer Experience

Posted on July 19, 2016 by richardnichollstp1

I’m unsure how many of my LinkedIn network have played ‘Pokémon Go’ since the craze went ballistic last week (taking Nintendo’s share price up by 53%) but if my network is representative of the modern gamer then many of you … Continue reading →

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An Improved Customer Experience Drives Revenue Growth

Posted on July 13, 2016 by Matt Sims

For years I have talked to companies about the value of improving how they manage customer service. Back in the days when contact centres were just considered to be necessary cost, it became clear that agents could up-sell and cross-sell … Continue reading →

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Rail Refunds Need a Customer Experience Overhaul

Posted on July 7, 2016 by williamvcarson

This blog is by Sasha Jenkins, Business Development Director at Teleperformance UK. A report published by the Office of Rail and Road (ORR) a couple of months ago suggested that over 80% of rail passenger refunds that could be claimed … Continue reading →

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We Are The Robots: The Automation of Services

Posted on July 6, 2016 by Matt Sims

I heard a podcast the other day from the London School of Economics (LSE) public lecture series. It featured Professor Leslie Willcocks of the LSE and Professor Mary Lacity of the University of Missouri, St Louis talking about their new … Continue reading →

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The Importance of Corporate Culture To Partnership

Posted on July 4, 2016 by Matt Sims

I saw a great blog about corporate values on the Engage Customer site recently. The author connects the way that companies talk about their ‘DNA’ to the way that football clubs have values that are shared by their supporters. I … Continue reading →

Posted in Current Affairs, Customer Service, Human Resources, Innovation, Outsourcing, Strategy | Tagged , , , , , , , , , , , | Leave a comment

Retailers Improving In-Store CX With Apps

Posted on July 1, 2016 by williamvcarson

This blog is by Phil Crossley, Business Development Director at Teleperformance UK. Supermarkets in the UK have long experimented with various self-service ideas to help customers get their shopping and checkout faster than was traditionally possible with a regular checkout. … Continue reading →

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