Category Archives: Customer Service

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

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

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

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

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Will Drones Transform Customer Delivery Expectations?

Can you remember back to December 2013 when Amazon announced that they were exploring the idea of drone deliveries? Many people thought that Amazon was joking. Others thought that it was a publicity stunt. The announcement got endless media coverage … Continue reading

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Scammers chasing customer data on social media

A recurring theme for everyone involved in managing the customer experience is how the number of channels used has dramatically increased in the past few years. Social networks and now mobile chat channels are increasing the ways that customers can … Continue reading

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Invest in CX To Keep The Customers You Already Have

The industry analyst Gartner says that, based on their research, the customer experience (CX) is now the top priority for 89% of business executives. As I wrote in one of my recent blogs, there is research that shows this focus … Continue reading

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50,000 Volunteers Will Create A Fantastic Customer Experience At Rio 2016

This week sees the launch of the Rio 2016 Olympic games. As with any Olympic games there has been the usual frenzy of activity in the lead up to the event with the organisers rushing to be ready on time … Continue reading

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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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