Category Archives: Current Affairs

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

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

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

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

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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Retailers Improving In-Store CX With Apps

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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