Tag Archives: customer experience

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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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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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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Webinar: Customer Service – No Longer Just A Commodity

Posted on November 7, 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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How Virtual Reality Could Improve the Customer Experience

Posted on October 3, 2016 by richardnichollstp1

I wrote recently about the opportunities for Virtual Reality (VR) in retail banking, in particular how branch closures could be mitigated by the use of VR systems that improve on online banking by introducing an element of human service. It … 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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Great CX Is Not Just A “Nice To Have” Strategy – It’s Essential

Posted on September 7, 2016 by Matt Sims

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?

Posted on August 23, 2016 by Matt Sims

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

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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