Category Archives: Strategy

The 15 Business Dynamics Shaping Customer Experience in 2017

Posted on January 5, 2017 by Matt Sims

It’s that time of the year again, the most wonderful time as the song goes, certainly the most wonderful time of the year for analyst predictions. Forrester recently published a list of 15 business dynamics that are shaping the future … Continue reading →

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Does A Brand’s Corporate Structure Affect Customer Experience?

Posted on January 3, 2017 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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Delivery Disasters Cause 73% of Customers To Shop Elsewhere

Posted on December 27, 2016 by Matt Sims

The Institute of Customer Service (ICS) estimates that during the last Christmas period in the UK over 16 million customers suffered delivery delays with items they had ordered and this was directly responsible for 73% of them avoiding the retailer that … Continue reading →

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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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The 15 Business Dynamics Shaping Customer Experience in 2017

Posted on December 23, 2016 by Matt Sims

It’s that time of the year again, the most wonderful time as the song goes, certainly the most wonderful time of the year for analyst predictions. Forrester recently published a list of 15 business dynamics that are shaping the future … Continue reading →

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Guyana: Delivering CX Expertise From South America

Posted on December 5, 2016 by Matt Sims

I saw Prince Harry featured on the BBC this week because his extensive Caribbean tour took him to Guyana. This South American nation is bordered by Venezuela, Brazil, and Suriname, yet in terms of culture and language it is distinctly … Continue reading →

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UK CX Is Improving, But Forrester Still Says No Brand Is Excellent

Posted on November 17, 2016 by Matt Sims

This week saw London hosting the annual Forrester Research CX Europe event soon after they released their new UK CX Index data earlier this month. Scores for six out of the eight industries surveyed in the UK have improved their … 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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Retaining Customer Loyalty on today’s Customer Journey Rollercoaster

Posted on September 29, 2016 by williamvcarson

In his most recent blog, Teleperformance UK & RSA CEO Matt Sims wrote about the changing customer journey and how there has been a dramatic change in the way that customers and companies engage in the past decade. Even in … 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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