Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Customer Experience 2020 – And Beyond In Dubai. The #LIF2020 Story Continues! - Teleperformance - ContactCenterWorld.com Blog

Customer Experience 2020 – And Beyond In Dubai. The #LIF2020 Story Continues!

This morning we will open our 2018 Leader Insights Forum: “Teleperformance Customer Experience 2020 and Beyond,” at the Burj Al Arab hotel in Dubai. Last week our team delivered similar talks to a crowded venue in Amsterdam and the event was an enormous success.

Our team and the speakers all arrived in Dubai yesterday and we enjoyed a fantastic dinner at the Burj Al Arab hotel, so we could not only enjoy some of the finest food in Dubai, but also check the venue and ensure everything is ready for this morning.

Our last article outlined the themes that all our speakers will be covering during the event, but given the focus on 2020, it’s worth exploring some of the ideas of our first speaker today.

Anders Sorman-Nilsson is the founder of Thinque - a strategy think tank that helps executives and leaders convert disruptive questions into proactive, future strategies. As an Australian-Swedish futurist and innovation strategist he has helped executives and leaders on four continents map, prepare for, and strategize for foreseeable and unpredictable futures. Since founding Thinque in 2005, he has worked with and spoken to clients like Apple, Johnson & Johnson, Cisco, Eli Lilly, SAP, IBM, Xerox, ABN Amro Bank, Commonwealth Bank, McCann Erickson and BAE Systems, across diverse cultural and geographic contexts.

When Anders spoke in Amsterdam is set the room on fire. Questions continued long after he concluded speaking and this was because his ‘digilogue’ subject is something close to us all. Digilogue is the convergence of the analogue world with the digital – and how this is dramatically changing customer behavior and customer experience. This is an important concept because it feeds into several strategic questions that leaders need to be asking today:

  • Is our industry facing an imminent wave of digital disruption or has it already started?
  • Do the executive team agree on the future for our industry and our company?
  • How does our business model translate into the digital environment?
  • Is our experience of any value in a digital future?
  • Do we have a vision for our company in the future and is everyone actively working towards that goal?
  • Are we exhausted by all the change in our industry and just longing for a few years where the business doesn’t need to change?

Digilogue is simple to understand. Many of us wear watches, yet we also carry a phone with a clock and alarm function. Sometimes we embrace analogue and sometimes digital. We often move from one to the other seamlessly.

There is an enormous amount of industry commentary on digital disruption and the trends identified by Anders are entirely linked to this wave of change. It is usually framed within the context of innovation and it’s always seen as a good thing – disruption is usually seen as representing progress. The approach that Anders advocates is to accept that your business has a great deal of experience and knowledge. This can be combined with an acceptance of change so you can achieve the best of both worlds – an innovative approach to exploring new business models or services with an appreciation of the heritage of the business.

Anders will describe the journey that his own family business back in Stockholm has taken. With over 100 years experience creating suits and shirts for men the business could not be more traditional, yet in recent years they have embraced several digital tools and methods that blend the analogue experience of seeing and touching new clothes with the digital methods we often use when shopping today.

If you are not in attendance at the event in Dubai today, we will be regularly publishing blog commentary to our “Global Blog” company page, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance global Live Twitter feed – including content from the talk Anders will deliver this morning in Dubai.

Please use the links here to follow all our social content and please feel free to comment or ask questions – our moderators will be looking out for feedback and can direct comment to the speakers on stage today.

Source: https://teleperformanceblog.com/customer-experience/customer-experience-dubai/

Publish Date: March 24, 2018 5:00 AM


2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
PH: 800-782-7835

3.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
PH: +44 1279 555 580
 



View more from Teleperformance

Recent Blog Posts:
CX in the New Normal: Evolving Together with the Digital ShiftMay 26, 2020 5:00 AM
Introducing: The Teleperformance Cloud Campus: Work-at-Home ReimaginedMay 19, 2020 5:00 AM
Key Points: The CX Lab’s 2019 Global CX SurveyMarch 31, 2020 5:00 AM
High-tech, High-touch for a Better Customer ExperienceMarch 3, 2020 5:00 AM
The World of Retail is a Ground for Innovative CXFebruary 11, 2020 5:00 AM
Getting in Touch with Tech and the Human ExperienceJanuary 30, 2020 5:00 AM
Cruise Control: Latest Dispatch from the CX LabJanuary 9, 2020 5:00 AM
Delivering Exceptional Service through Emotional IntelligenceDecember 17, 2019 5:00 AM
Simpler, Faster, and Better Chat ExperienceDecember 12, 2019 5:00 AM
Customer Experience in the Time of FeedbackOctober 31, 2019 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
 162 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =