Tag 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 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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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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Invest in CX To Keep The Customers You Already Have

Posted on August 4, 2016 by Matt Sims

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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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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An Improved Customer Experience Drives Revenue Growth

Posted on July 13, 2016 by Matt Sims

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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The Importance of Corporate Culture To Partnership

Posted on July 4, 2016 by Matt Sims

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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Partnerships Are Essential For Successful Outsourcing

Posted on June 24, 2016 by Matt Sims

This week the Teleperformance team was at the National Outsourcing Association annual symposium, possibly the biggest event on the outsourcing calendar in the UK. We had arranged for Kate Vitasek, the author of “Vested” to be there signing books. Kate’s … Continue reading →

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Rebuilding The Customer-Focused Bookstore

Posted on June 13, 2016 by williamvcarson

This post is by Phil Crossley, Business Development Director at Teleperformance UK. I’m looking forward to the Retail Week CX Summit and Awards later this month. It’s one of the biggest annual events for those involved in retail in the … Continue reading →

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