Author Archives: Matt Sims

Retailers Focusing On Customer Experience

The IQPC event ‘Customer Experience Exchange for Retail’ will take place from July 6 to 8 in London. I was looking at information about the event on LinkedIn when I noticed some interesting comments from some of the company executives … Continue reading

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NOA Launches New Outsourcing Yearbook

Every year, the National Outsourcing Association (NOA) releases the Outsourcing Yearbook. The Yearbook features advice and best practice on outsourcing from end users, suppliers, consultants, advisers as well as independent experts. The 2015 edition was just released and it features … Continue reading

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Building Brand Advocacy in a Virtual World

If a friend or family member personally recommends a product to you then that’s the best possible form of advertising. If you trust the opinion of someone close to you then that’s all you need to make a purchasing decision. … Continue reading

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BPO can work smarter, not cheaper

Phil Fersht’s ‘Horses for Sources’ blog is a great antidote to most consultant and analyst reports with an irreverence that means it must be the only blog about outsourcing where you will regularly laugh at the articles – and the … Continue reading

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The ICS Annual Conference: My Thoughts

The Institute of Customer Service Annual Conference on March 3rd 2015 was inspiring for its depth of board level insight against a precarious position of the lowest customer satisfaction levels reported since 2010. At Teleperformance we support over half of … Continue reading

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How do brands gain – and lose – the trust of customers?

At the Institute of Customer Service annual conference (ICS) this week Rita Clifton, the chairman of BrandCap, will be talking about how brands gain – and lose trust – in this era of social media. But why do we trust … Continue reading

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ICS: Customer Experience In The Relationship Economy

The Teleperformance UK team is attending the Institute of Customer Service (ICS) annual conference next week, which is always a great one-day focus on the latest customer experience trends. In preparation for the conference I took a quick look at the … Continue reading

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