Author Archives: Matt Sims

CX: Trends On The Road to 2020

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

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An Improved Customer Experience Drives Revenue Growth

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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We Are The Robots: The Automation of Services

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

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

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Partnerships Are Essential For Successful Outsourcing

This week the Teleperformance team was at the National Outsourcing Association annual symposium, possibly the biggest event on the outsourcing calendar in the UK. We had arranged for Kate Vitasek, the author of “Vested” to be there signing books. Kate’s … Continue reading

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Investing in Vested Outsourcing

For as many years as I can care to remember now, I have talked about shared success as the key to making outsourcing work. Outsourcing should have been renamed partnership many years ago as the term still implies that one … Continue reading

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Moving Beyond the Customer Experience

Have we moved beyond the term CX to describe Customer Experience? I’m starting to think that 2016 is surely the last year when we can keep on talking credibly about CX without acknowledging how the interaction between brand and customer … Continue reading

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