Category Archives: Social Media

Does A Brand’s Corporate Structure Affect Customer Experience?

Posted on December 27, 2016 by Matt Sims

Over the past few years I have become more convinced than ever that corporate structures need to radically change. This is entirely driven by the change in the way that customers learn about products and then engage with brands – … Continue reading →

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Webinar: Customer Service – Staying One Step Ahead

Posted on November 8, 2016 by Matt Sims

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading →

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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 →

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Scammers chasing customer data on social media

Posted on August 18, 2016 by richardnichollstp1

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

Posted on August 3, 2016 by Matt Sims

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

Posted on July 20, 2016 by Matt Sims

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

Posted on July 19, 2016 by richardnichollstp1

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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Digital Disruption in the Customer Experience

Posted on November 24, 2015 by Alistair Niederer

I have recently been blogging about a few of my expectations for the forthcoming Engage Customer summit this week (Nov 26) in London, including the future of customer service and some of the key trends that will define 2016. However, … Continue reading →

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Retailers Focusing On Customer Experience

Posted on May 15, 2015 by Matt Sims

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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Building Brand Advocacy in a Virtual World

Posted on April 27, 2015 by Matt Sims

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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