Monthly Archives: September 2016

Retaining Customer Loyalty on today’s Customer Journey Rollercoaster

Posted on September 29, 2016 by williamvcarson

In his most recent blog, Teleperformance UK & RSA CEO Matt Sims wrote about the changing customer journey and how there has been a dramatic change in the way that customers and companies engage in the past decade. Even in … Continue reading →

Posted in Current Affairs, Customer Service, Strategy | Tagged , , , , , , | Leave a comment

The Customer Journey Is More Complex Than Ever

Posted on September 28, 2016 by Matt Sims

Last week saw the annual Execs in the Know Customer Response Summit take place in Austin, Texas. I was not able to attend, but I know that several of my colleagues from Teleperformance USA were there and Amit Shankardass was one of the speakers … Continue reading →

Posted in Current Affairs, Customer Service, Social Media, Strategy | Tagged , , , , , , , | Leave a comment

Is Virtual Reality A Game Changer For Retail Banking?

Posted on September 26, 2016 by richardnichollstp1

We know that the banking industry is going through one of the most revolutionary periods in the last 300 years with the phenomenal rise in customers switching to mobile banking.  Figures recently released by the British Banking Association show internet banking … Continue reading →

Posted in Customer Service, Financial Services, Innovation | Tagged , , , , , | Leave a comment

No Need For Fear: Social Robotics And AI Can Create New Business Opportunities

Posted on September 9, 2016 by williamvcarson

Last year I read a fascinating book called “The End of Nice” by Richard Newton. The book explores how robotics and service automation are changing the society we live in and particularly how this will affect employment as we know … Continue reading →

Posted in Customer Service, Innovation, Strategy, Technology | Tagged , , , , , , , , , , , , | Leave a comment

Great CX Is Not Just A “Nice To Have” Strategy – It’s Essential

Posted on September 7, 2016 by Matt Sims

Two years ago the Harvard Business Review (HBR) published a detailed analysis on how to quantify the value of the customer experience (CX). Their research showed that across different industries and business models it could be demonstrated with hard data … Continue reading →

Posted in Current Affairs, Customer Service, Strategy | Tagged , , , , , , , , | Leave a comment