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The Eve Of The Leader Insights Forum Dublin October 2018

 

We are now on the eve of the 2018 Leader Insights Forum here in Dublin, Ireland. The main event begins tomorrow morning, although the speakers and guests will be getting together for a welcome dinner later this evening. Let’s take a quick look at what they can expect to be discussing over the next two days.

The focus is on interactions, because every interaction matters whether it is human or digital. We are all aware that the modern customer journey is more complex than ever and one result of this complexity is that customers engage with brands more often. This creates many more opportunities to impress the customer with a great experience – or in some cases, more chances to get it all wrong.

The various sessions at the forum are focused on five key themes: innovation, employees, channels, customers, and privacy. An expert in that field will introduce each of those themes before our moderator facilitates further discussion.

Each INNOVATION matters
Our expert is Frank Keienburg, Head of Player Experience at Supercell. Together with an internal team of 30 individuals, Frank provides services to 100 million daily active players of Supercell’s games across the globe. An uncompromising mix of trust, empowerment, technology, and a healthy dose of skepticism in regard to business standards fuel him.

Each EMPLOYEE matters
Our expert is Carolyn Blunt, Managing Director at Ember Real Results. Ember Real Results is an organization within the expert customer management consultancy, Ember Group, which works with contact centers to improve performance through world-class training, coaching, and learning - identifying opportunities to enhance customer experience and sales while creating efficiencies. The pragmatic and interactive solutions deliver lasting real results.

As an industry writer and speaker, Carolyn was voted Most Respected Person in the UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine, and is co-author of the book “Delivering Effective Social Customer Service.”

 Each CHANNEL matters
Our expert is Dr Nicola Millard, Head of Customer Insight & Futures at BT Global Services Innovation Team. Nicola received her PhD in Motivational Technologies in Contact Centers from Lancaster University in 2005 and published her first book in 2009.

She is an award-winning presenter, with two TED talks and hundreds of conference panels, chair designations, and keynote sessions under her belt. She regularly pops up on radio and TV around the world, and sits on a number of award panels.

Each CUSTOMER matters
Our expert is Steven Van Belleghem, an expert in Customer Focus in a Digital World. Steven is a co-founder of consultancy firm, Nexxworks and of content creation company, Snackbytes. He is the author of four bestselling books, Steven’s first title, ‘‘The Conversation Manager,’’ won the award for Most Innovative Marketing Book of 2010. ‘‘When Digital Becomes Human’’ won Best Marketing Book of 2015 and his most recent book, ‘‘Customers The Day After Tomorrow’’ has been nominated for Best International Business Book.

Each PRIVACY matters
Our expert is Dale Sunderland, the Irish Deputy Data Protection Commissioner. Dale was appointed Deputy Commissioner for Data Protection in May 2016. He is responsible for the Multinational Supervision and Technology, and Policy and Engagement functions of the Irish Data Protection Commission.

The former Head of Communications at Ireland’s Department of Justice and Equality, Dale has also held various positions at that department, working on immigration and international criminal justice and policing policy, corporate governance, and international and parliamentary affairs. He holds graduate and postgraduate honors qualifications in Business Studies and Public Management.

This is going to be an exciting event full of insight into customer interactions. In addition to the speakers mentioned, we will also have time to analyze some case studies from Praxidia (the management consulting specialists owned by Teleperformance) and the BNL-BNP Paribas Group.

If you are not in attendance, during the event 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. Please use the links here to follow all our social content, get involved and feel free to engage.

Photo by: Carlos Villamayor licensed under Creative Commons

Source: https://teleperformanceblog.com/customer-experience/the-eve-of-the-leader-insights-forum-dublin-october-2018/

Publish Date: October 17, 2018


Leader Insights Forum Dublin October 2018: Each Interaction Matters

 

We are pleased to announce our 2018 Leader Insights Forum in Ireland focused on the subject “Each Interaction Matters.” The Forum will take place from October 17 to 19 at the Intercontinental Hotel, Dublin.

This is an exclusive invitation-only event that begins with the idea that every interaction between a customer and brand, whatever channel is used, whether it is a human or digital interaction, matters. Each interaction builds on others to form a complete customer experience and journey.

We will explore how companies need to focus on each interaction if they want to gain a competitive advantage by optimizing the customer experience. We will project into the future of customer service and channel preferences using insights from present day case studies and experiences to explore how the traditional and digital customer journey is evolving. We will also be examining how to get the right balance between human and digital channels, especially when emerging technologies such as Artificial Intelligence are applied to a customer experience strategy.

We are very excited to meet with over one hundred delegates with an opportunity to exchange conversations, discussions and share ideas with many clients and friends of the industry. Many of the delegates are senior executives from over 65 Brands from 24 different countries of the largest global brands, all of whom have daily challenges with the future of CX and are coming to Dublin to share stories and experiences. Not only will the speakers offer deep insights into CX interactions, but also there will be opportunities to network with and learn from peers in similar roles across several industries.

Our discussions will be centered on anticipating the future needs of digital customers, creating memorable customer experiences, and incorporating a platform for secure customer experience innovation in the future – with a particular focus on blending all interactions, digital and human. The customer journey today is longer and more complex than ever before, creating many more opportunities for interaction, from information requests, to purchases, to engagement that simply improves the customer relationship. Every one of these interactions creates the impression that customers have of your brand, so each individual interaction matters.

The various tracks and sessions at the forum will include:

  • Each INNOVATION matters - how can you explore new ways of interacting with customers? Are there fast-moving industries, such as games, that can teach more traditional industries lessons about customer innovation?
  • Each EMPLOYEE matters - how does employee engagement influence every interaction? How can you increase and improve the customer experience by focusing on employee experience?
  • Each CHANNEL matters - why do customers use specific channels and what are the trends in channel use? What should a modern omnichannel strategy look like?
  • Each CUSTOMER matters - what does a modern customer relationship look like? How can you plan at customer experience strategy that ensures each interaction turns customers into fans?
  • Each PRIVACY matters - how do you protect and manage customer data as the number of interactions increases and customer expectations of service personalization also rises?

This is going to be an exciting event full of insight into customer interactions. We have some world-class keynote speakers for all these subjects and an audience full of experts – there could not be a better place to gather information on the future of the customer experience – and to network with peers.

If you are not in attendance, during the event 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. Please use the links here to follow all our social content, get involved and feel free to engage.

For those who are in attendance over the course of the forum our LIF Executive team is looking forward to meeting you in person.

Photo by: Zach Werner licensed under Creative Commons

Source: https://teleperformanceblog.com/customer-experience/leader-insights-forum-dublin-october-2018-each-interaction-matters/

Publish Date: October 15, 2018


Key Points: Global CX Survey 2017

Understanding customer behavior is one of the many challenging aspects in inspiring customer loyalty and achieving overall customer satisfaction. Nowadays, customers are becoming more evolved as technology continues to play an important role, impacting the way customers purchase or promote a product or service and making it even harder to pinpoint what they truly want, what they need, and how they want it.

The Internet has changed the way brands and customers communicate, as customers become more vocal about what satisfies them and what displeases them. The emergence of AI and data has changed the way business is done. All these have allowed customer service to look for more ways to push even harder in order to move ahead in this very competitive industry. Times are changing, but one thing remains solid: brand loyalty is the result of customer satisfaction; attaining customer satisfaction is what drives the customer journey.

Teleperformance’s Customer Experience Lab (CX Lab) continues its relentless quest to provide important insights that have helped clients implement the right customer experience strategy. By asking questions about what channels customers love and use, what keeps customers loyal, and what makes customers brand advocates in the CX Lab’s annual Global CX Survey, the CX Lab is able to provide clients an in-depth understanding of customers’ changing behaviors across countries, generations, and sectors in order to improve the overall customer experience.

Our latest infographic shares the many key points gathered in the 2017 Global CX Survey. Find out how customer service continues to play an important role in overall brand performance, the numbers on channel usage and preference, and how security is a vital component in maintaining your customers’ loyalty. Read our infographic here:

Source: https://teleperformanceblog.com/customer-experience/infographic-the-global-cx-survey-2017-the-takeaways/

Publish Date: August 30, 2018


TP Talks: Hear from the Best in Business Strategies and CX

The TP Talks webinar series features some great speakers talking about real business strategies and delivering a great customer experience (CX). As companies across the globe strive to adopt more customer-centric operating models, this webinar series is intended to inspire new ways of curating seamless, omnichannel customer experience ecosystems.

Recent years have seen a constant increase in the proliferation of mobile devices and the use of social networks for people to communicate with family, friends, and brands. It’s changed how people communicate in all aspects of their lives; by extension, customers can now choose from an even wider array of channels to interact with brands and companies.

Add to this the constant use of and development in digital channels of interaction like email, social media, traditional chat and mobile, and the advent of even newer communication technologies such as artificial intelligence (AI), chatbots, cloud-based technologies, omnichannel engagement, robotic process automation (RPA), and the Internet of Things (IoT), it’s easy to see how the customer journey of today is more often than not, a mishmash of nonlinear engagement opportunities.

Naturally, companies and organizations are constantly challenged to find ways to create a frictionless customer journey with an exceptional omnichannel customer experience. It takes careful planning to craft a journey that shapes a positive view of a company in the customer’s mind while managing the myriad of digital channels of interaction available today, along with on-demand and consistency of service, and navigation across touch points.

An even greater challenge is wrangling all of these elements in a way that makes sense economically. In an effort to offer consistent and efficient service across omni/multiple channels, it is not uncommon for some to make investments in digital technology to the detriment of CX — the trap of push innovation. On the one hand, there is obviously a need for digital labor, but in a world where customers expect more, it is essential to strike an economical balance in CX in terms of holistically addressing the issues of human connection in a digital world.

Find out more about how your company can improve business strategy and CX. Check out the TP Talks webinar series and learn from the best!

Source: https://teleperformanceblog.com/customer-experience/tp-talks-hear-from-the-best-in-business-strategies-and-cx/

Publish Date: July 19, 2018


CX Trends: Personalization in Retail

Much has been said about customer experience and how its value is undeniable in maintaining brand satisfaction and customer loyalty. But what does customer experience really mean? As per Wikipedia, customer experience is defined as “the product of an interaction between an organization and a customer over the duration of their relationship,” a definition that doesn’t require layers to peel nor dissect—it is as simple as words can go.

Exploring customer experience in-depth requires an open mind, or perhaps, if the situation calls for it—a steer away from old traditions to flow with the current trends that promote connection and relationships between customers and brands. In the world of retail, personalization has become a go-to strategy for brands and businesses to connect better with their customers. Forbes listed how personalization has the power to increase revenues and lead to customer loyalty, with 44 percent of consumers saying they will stay with a brand after a personalized shopping experience.

In retail, personalization can start with effective listening that directs to an actual conversation with customers. Through listening, brands would be able to profile their customers: knowing what they want and what they need, and determine which relevant services or products to recommend. Personalized recommendations are highly important because they can become a foundation of a good customer experience—a customer would feel a connection, or realize a need for a product or service that they haven’t known before until mentioned or suggested to them.

Creating a personalized retail experience can go a long way, and it all starts with a simple offer to help. It is now up to brands and businesses to increase the ante when finding more ways to connect with their target market—standing out from the competition may be challenging, but the inclusion of personalization can be a differentiator when it comes to exceeding customer expectations, promoting repeat purchases, and most importantly—inspiring customer loyalty.

Source: https://teleperformanceblog.com/customer-experience/cx-trends-personalization-in-retail/

Publish Date: July 11, 2018


What Customers Expect on The First Interaction

Let’s go back in time and try to think about the moments leading to your first job interview: it might take you to your old self, taking extra minutes to make sure that your hair is combed; looking at the notes you’ve made after Googling almost everything about the company interested in hiring you; and memorizing your resume . We’ve all been there, because we acknowledge that yes, in the professional environment, first impressions do last.

This  applies even more in the customer service industry, where the first touchpoint between customer and brand always matters. This is a make-or-break situation that brands and companies must know how to decipher, because customers expect positive first interactions while their issues EW being addressed or their problems fixed. The impact of the first interaction is so strong that it can inspire brand loyalty among new customers—which is why it is important to make that first impression count in order to make way for a potential customer-brand relationship.

The key to addressing this is to know what customers expect and prefer the moment they decide to contact customer service for the first time, including:

  • Professionalism: Customers expect to be treated with professionalism and respect.
  • Relevant information: Customers want to receive accurate and relevant information that will help them address their issues and answer their questions.
  • Meaningful and personalized interactions: Customers appreciate a professional “connection” that will help them engage better with customer service, allowing easier and effective communication.

It’s no secret that positive customer experiences rely heavily on positive customer service interactions. The first interaction plays a pivotal role in creating a seamless and smoother customer journey, capable of delighting old customers as well as inviting new ones. Contact us today to learn about how we can make each interaction with your customers matter!

Source: https://teleperformanceblog.com/customer-experience/what-customers-expect-on-the-first-interaction/

Publish Date: June 6, 2018


On the Verge: France’s Improving Customer Service

France has become one of the major economic players in the European market. Through the years, France has shown its strength, its economy becoming the fifth largest in the world. Analysis of the country’s markets reveals how one-fifth of the Euro’s GDP is from France, with a large chunk of its economy coming from the services sector.

As France’s economy continues to soar, therein lies a challenge—how to handle the need to satisfy its customers through customer service. Nowadays, French customers have all the tools and all the technology to purchase goods and contact their brands’ customer service to inquire, to address, or to fix their issues. The more they spend, the more they expect to have better and smoother interactions with customer service.

The Teleperformance Customer Experience Lab (CX Lab) continues to share their insights through the annual Global CX Survey. In their survey that focused on France, the numbers have shown an increase in customer service satisfaction among the country’s consumers in 2017. Several sectors, including Hotels, OTAs, Online Food and Beverage, Credit Card, and Personal Care were among the industries that received increased positive marks from respondents when asked about their satisfaction with customer service. Compared to 2016, these improvements provide a more optimistic view for France, where exceptional customer service continues to be a challenge.

While it’s still a long way to go, small improvements can always go a long way. Based on the Global CX survey on France, effective communication, listening ability, and an agent’s empathy are three key drivers in attaining customer service satisfaction. Brands and businesses who want to make a difference and stand out from their competition must focus on these customer service factors in order to provide seamless and exceptional customer journeys.

To learn more about our services and how we can help you elevate your customers’ experience, contact us today!

Source: https://teleperformanceblog.com/customer-experience/on-the-verge-frances-improving-customer-service/

Publish Date: May 29, 2018


The Great Wall Experience: Teleperformance in China

For more than 10 years, Teleperformance in China has been providing services to more multinationals than any other company. Teleperformance began operations in China in 2007, bringing world-class support to the local and international market. With more than 6,000 employees, Teleperformance in China provides technical support, customer care and acquisition services for voice and non-voice channels. We provide our customers with professional (COPC Certification), systematic and omnichannel services such as call center training, outgoing call, incoming call, online chatting including support on Wechat, email and social media.

Teleperformance in China’s multilingual hub can provide services in 13 languages in dialects not only for Chinese consumers, but for multiple other Asian countries on multiple channels, including voice, mobile app, click-to-chat, WeChat™ and social media, among others. Across our six sites, located in five cities: Beijing, Xi’an, Foshan, Nanning and Kunming, Teleperformance in China serves major companies including in the consumer goods, travel and hospitality, and retail sectors.

We are extremely proud of the work that we do in China on behalf of our clients. Teleperformance in China cares about their employees and has been recognized as an exceptional employer by such prestigious firms as Aon Hewitt™. It has also been recognized for its provision of outstanding service by IAOP™ and Frost & Sullivan™.

Teleperformance in China not only works hard for its clients and provides support for employees, but also gives back to local communities. Our Social Responsibility Initiatives in China have recently been recognized with the China Charity Group Award.

The Great Wall Experience can provide exceptional service for companies from any industry. To learn more about how your company can benefit, read our new infographic.

Source: https://teleperformanceblog.com/customer-experience/the-great-wall-experience-teleperformance-in-china/

Publish Date: May 24, 2018


Teleperformance CX Lab: Each Interaction Matters

In such a fast-paced era, customer behavior can change in an instant, as trends quickly come and go. Therefore, conducting detailed research and communicating with customers are two important factors for companies to know what customers want and need, in order to keep up and adapt.

Since its inception, the Teleperformance Customer Experience Lab (CX Lab) has remained relentless in its pursuit of providing relevant and important insights that allow our clients understand customer behavior. By offering a holistic customer experience overview, our clients can better understand customer perception and the factors that drive customer satisfaction, allowing them to improve the customer journey.

Over the years, the CX Lab has gathered hard data from customers through the Global CX Survey, exploring customer perception and behavior in various industries: personal care, games, pay-TV, electronics, financial services, technology, and energy, among many others. The Global CX Survey allows us and our clients to get a wider perspective of customers’ changing behavior, patterns, and trends. The global survey analyzes customer and brand perception, how sectors fare when it comes to customer satisfaction, and how customers use available customer service channels. In 2017, the Global CX Survey amassed almost 180,000 interviews in 18 key sectors, thereby gathering vital information that can help change the way brands communicate and further elevate the customer experience.

Our latest infographic takes a quick look at the CX Lab’s numbers and highlights. Click here to read:

Source: https://teleperformanceblog.com/customer-experience/teleperformance-cx-lab-each-interaction-matters/

Publish Date: April 17, 2018


Customer Experience 2020 – Amsterdam Is A Wrap

That’s it! The 2018 Leader Insights Forum in Amsterdam is over. The speakers and delegates were all fantastic. Knowledge was shared and new friendships created. As you can see from the summary of day one, the debate was intense and everyone left with new insights in the future direction of the customer experience (CX).

But there was one final speaker on day two who didn’t feature in the earlier summary. Simon McDougall is the Managing Director of Promontory and is well known in the data security and protection industry – he did emphasize at the start of his talk that many of his comments and views are personal, rather than being a company position or policy. Despite the delegates all enjoying themselves floating on the canals of Amsterdam the previous evening, there was not a single spare seat in the room when Simon started his a briefing on the implications of GDPR.

As summarized in the preview of Simon’s talk, GDPR is important for any company that is capturing and using customer data. The new rules will be enforced just a few weeks from now, and the regulators will be looking out for companies that have not introduced new regulations.

Simon emphasized that GDPR is not a silver bullet: “It took several years to draft this new regulation and it is really just a snapshot in time. It’s right for 2016 and it was amended over 4,000 times when it was in draft form. Like all regulations it is already struggling to keep up with the real world.”

This was a sobering thought for many in the room. The GDPR generalists tend to present it as a bulletproof solution for managing customer data and yet Simon emphasized that problems remain. He also reminded the audience that GDPR might be a European regulation, but you do not need to be a European citizen to be subject to it. He said: “Even if your business is based in South America, but uses data related to anyone in Europe then that is in the scope of the regulation.”

The potentially huge fines – 4% of global revenue – have hit the headlines and Simon reminded the audience that this figure is for an entire global group – not just a local subsidiary that might not be compliant. However, he went on to say: “The regulators are unlikely to hit anyone with the mega-million fines for minor infringements – although it is a positive step to be moving to an environment with the possibility of real fines and not just the ‘rounding error’ fines of the past.”

Simon pointed out the GDPR is really focused on how a company organizes the collection and use of data. It is not in itself a measure for data protection or security and the recent Facebook scandal is a good example. He said: “The Facebook case has nothing to do with data security - the data was transferred securely so there was no breach - everyone knew what they were doing, but they were doing the wrong thing.”

One of the biggest changes the GDPR brings about is that it is no longer good enough to just warn or inform a customer in an extremely long T&C document and then assume that because the customer ticked the box, it’s reasonable to do anything with their data. This is no longer good enough for the regulator. He said: “Some companies offer T & Cs longer than Shakespeare’s Hamlet – it is no longer acceptable to take the US-centric approach that the customer was warned so we can do what we like with the data.”

Simon gave some excellent practical tips on how to be ready for GDPR enforcement and the Q&A session was extremely lively. As we closed the forum, Yannis Tourcomanis, the Teleperformance CEMEA CEO put some statements on the screen as a recap of what the earlier speakers had said:

Anders Sorman-Nilsson: “Who can remember when the cloud was just what blocked the sun and Amazon was a rainforest?”

Mike Havard: “Gamers don’t exit a game to make a call to customer service! They expect service right there inside the game!”

Paolo Righetti: “You cannot hide your telephone number because it costs a lot to answer calls. You may be damaging customer loyalty much more than you think by hiding behind a wall of Artificial Intelligence.”

Stefano Scabbio: “In the future, 86% of senior leaders believe that the number of jobs will stay the same or actually increase.”

Thank you to all the delegates, speakers, and the Teleperformance team who worked tirelessly to make the Leader Insight Forum Amsterdam such a great success. The team has already moved on to repeat the event in Dubai yesterday and today.

If you are not in attendance at the event in Dubai today, then you can catch up on all the blog commentary on our “Global Blog” company page. Live comment will continue today on Twitter – please feel free to contribute using the hashtag #LIF2020.

Source: https://teleperformanceblog.com/customer-experience/customer-experience-2020-amsterdam-is-a-wrap/

Publish Date: March 26, 2018


CX2020 – Dubai Closes The 2018 Leader Insights Forum

That’s a wrap! Both the Amsterdam and Dubai legs of the 2018 Leader Insights Forum are now complete. As you can see from the summary of day one in Dubai, the debate was excellent and there were many great insights into the future of Customer Experience (CX).

Guests will remember the Dubai Forum as the only outdoor event that had problems because the weather was too nice! As we opened the event the technical team were trying to cool the computer equipment – one important PC stopped working just before the first speaker walked out on stage!

Fortunately, the shade eventually came and the initial headaches were forgotten. By the end of day two most of the delegates were saying that the risk of holding a forum in an outdoor venue had been worth it in the end. So many corporate events are held inside hotel meeting rooms, but this event really stood out because of the innovative venue.

Day two featured two sessions, Raúl Grijalba on the future of work and skills and Myriam Gufflet on GDPR and data privacy. Raúl Grijalba joined ManpowerGroup Spain in 1997 and, in 2012, became Spain Executive President. Since then, he successfully led the transformation of the company in Spain until becoming number one in talent solutions. His profile of working in Human Resources strategy and leadership was ideal for this topic.

Raúl started by framing the historical context of the debate around skills in the twenty-first century. He outlined the importance of the changes we are seeing at present as revolutionary – in fact he called it the Fourth Industrial Revolution.

The First Industrial Revolution took place from the 18th to 19th century and involved agricultural workers moving to cities. Rural societies became industrial and urban. The Second Industrial Revolution occurred in the late 19th century when many industries grew extremely fast and inventions such as the internal combustion engine, telephone, and light bulb changed society. The Third Industrial Revolution refers to the move from analog to digital business and it started in the 1980s and continues to this day. The Fourth Industrial Revolution refers to the advancement of digital technologies into areas such as nanotechnology, Artificial Intelligence, quantum computing, and autonomous vehicles.

Raúl argued that Customer Experience (CX) could in fact be included in this list of changing technologies as we are seeing a complete redefinition of how companies and customers interact with each other. He did have some positive news though. When his company ran a survey that involved over 40,000 executives they found that 86% believed that the near future would see either stable headcount at their business or an increase.

Raúl also described how customer-facing jobs were about to see a boom of at least 6% in the next two years. Communication skills are becoming particularly valued in this environment – in fact for customer-facing professionals the ability to communicate well is the most important skill in the near future in addition to lifelong learning. Raúl coined a phrase – learnability – that describes how the ability to keep learning and absorbing new information will be essential for future workers.

Raúl’s talk was particularly interesting because he went beyond the usual description of skills and gave some interesting views on macro-economic trends and how these bigger changes can be mapped back to the contact center. He summarized the new reality by saying: “What got you here, won’t get you there.”

Myriam Gufflet followed next.  Myriam is a consultant for Promontory’s global privacy and data protection practice in London. She has worked with many clients developing their privacy and data protection programs and she has extensive experience on international data transfers. Prior to working with Promontory, Myriam set up and led the French data protection regulator’s (CNIL) Binding Corporate Rules (BCR) Unit, and was previously a member of the broader International and EU Affairs Department.

Myriam opened with a brief summary of GDPR and then quoted a famous person: “with great power comes responsibility.” Before any of the audience could guess, she revealed that it was Spiderman, but the words are certainly appropriate for GDPR!

Myriam emphasized that GDPR is not a silver bullet: “It took several years to draft this new regulation and it is really just a snapshot in time. It’s right for 2016 and it was amended over 4,000 times when it was in draft form. It was probably the most lobbied EU regulation ever.”

Myriam’s focus was very much on how to use GDPR as an opportunity, rather than being a problem. She emphasized during her talk, and the Q&A session, that companies should be using this as a way to prove to customers that they are being careful with their data.

This flies in the face of many commentators who only see regulation as a problem. Myriam said that people want more transparency today, from their leaders, companies, and each other. People endlessly share their life on Instagram and GDPR is one part of this change in the how we define privacy.

Any company that proactively demonstrates that it is looking after customer data and following regulations can expect to improve the customer experience and boost customer trust. Trust has always been important, but in this Big Data environment it is more important than ever. Myriam made it really clear that she thinks most people should reverse their thinking on GDPR and embrace the opportunities.

As we closed the forum, Yannis Tourcomanis, the Teleperformance CEMEA CEO put some statements on the screen as a recap of what the earlier speakers had said:

Anders Sorman-Nilsson: “Who can remember when the cloud was just what blocked the sun and Amazon was a rainforest?”

Mike Havard: “Gamers don’t exit a game to make a call to customer service! They expect service right there inside the game!”

Paolo Righetti: “You cannot hide your telephone number because it costs a lot to answer calls. You may be damaging customer loyalty much more than you think by hiding behind a wall of Artificial Intelligence.”

Raúl Grijalba: “In the future, 86% of senior leaders believe that the number of jobs will stay the same or actually increase.”

Thank you to all the delegates, speakers, and the Teleperformance team who worked tirelessly to make the Leader Insight Forums in both Amsterdam and Dubai such a great success. The team is now on their way home!

You can catch up all the blogs from the event by checking our “Global Blog” company page. Our regular comments on Twitter will continue so please feel free to follow and comment there.

Source: https://teleperformanceblog.com/customer-experience/cx2020-dubai-closes-the-2018-leader-insights-forum/

Publish Date: March 26, 2018


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


Customer Experience 2020 – And Beyond. It’s LIVE!

This morning, we will open our 2018 Leader Insights Forum: “Teleperformance Customer Experience 2020 and beyond,” at the Hotel Sofitel Legend the Grand Amsterdam.

Our team and partners all arrived in Amsterdam yesterday and we enjoyed a fantastic dinner at the Grand hotel.

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.

First up today is 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.

Today, Anders will be focused on ‘Digilogue’ – 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?

There is an enormous amount of industry commentary on digital disruption. 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.

If you are not in attendance at the event in Amsterdam 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.

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-2020-and-beyond-its-live/

Publish Date: March 22, 2018


CX 2020 And Beyond: How You Can Participate Live

Tomorrow morning, we will open our 2018 Leader Insights Forum: “Teleperformance Customer Experience 2020 and beyond,” at the Hotel Sofitel Legend the Grand Amsterdam.

This exclusive invitation-only event takes the customer to brand relationship as a starting point for business in 2018. We will be exploring customer experience (CX) topics that can really deliver a competitive advantage to your business.

The forum will attempt to project into the future of customer service and channel preferences. We will use insights from present day case studies and experiences to explore how the traditional and digital customer journey is evolving. We will also be examining how to get the right balance between human and digital channels.

Here are some details on the agenda and the subjects that will be discussed on Thursday:

We are delighted to welcome the futurist and innovation strategist Anders Sorman-Nilsson who will open the day by taking us into the future and exploring how CX might change and evolve.

Next up we have the excellent Mike Havard, founder of service strategy group Ember, will explore how customer engagement is evolving and how brands can modify their engagement strategies to meet the expectations of modern customers.

Up next it’s over to Paulo Righetti, the CEO of GN Research, who will explain the importance of omnichannel service and how the increasingly complex customer journey has changed the way customers interact with brands to get a deeper understanding of customers’ thoughts, behaviors and needs - for different countries, industries, channels and generations.

We then follow that with the energetic, charismatic and inspirational speaker Stefano Scabbio, the President of Manpower Group for the Mediterranean and Eastern Europe will talk about the increasing status of customer service agents. How can brands use ‘super agents’ to up their game and create a fantastic CX?

We then shift the focus to what is on everyone’s tongues - security in CX. Simon McDougall, Managing Director of the global privacy and data protection practice at Promontory, will explain the importance of GDPR enforcement in Europe and how this may affect the way companies handle customer data all over the world.

Whether you are interested in the development of CX super-agents, how companies are making omnichannel service really work for them, or the increasing importance of protecting your customer data, this event will feature topics of interest for you and even if you are not with us in Amsterdam today you can still participate online and socially.

If you are not in attendance, during the event 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.

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.

Get involved!

Source: https://teleperformanceblog.com/customer-experience/cx-2020-and-beyond-how-you-can-participate-live/

Publish Date: March 21, 2018


Leader Insights Forum Dubai March 2018: CX 2020 And Beyond

We are proud to announce the opening of the 2018 Leader Insights Forum ‘Teleperformance Customer Experience 2020 and beyond’, which will take place in Dubai, in the Marina Garden of the Burj Al Arab, from March 25th to 26th.

As the worldwide Leader of the Customer Experience (CX) industry, Teleperformance enjoys a privileged position. We are able to observe how human behaviors, new technologies, and business needs are all evolving, and how fast this revolution is impacting the entire CX market. The age of the digital customer experience has truly arrived and Teleperformance will be discussing this future with our partners at the Leader Insights Forum.

Only early adopters will earn and maintain the competitive advantage of a renovated, innovative, digital and social customer experience, but at the same time there is also a need to enhance the emotional connection of a brand to the customer.

The Leader Insights Forum will explore the future of CX from various perspectives, with the contribution of leading subject-matter experts from across the world, as well as through the sharing of insightful ideas and best practice from business leaders.

The various tracks and sessions at the forum will include:

Future: the overall vision and the evolution of the customer experience in the future

Experience: how brands will engage future customers, social channels and other tools that will be available to engage the new generation of customers

Channels: innovation, channel preference, and how new tools will affect customer experience delivery and engagement strategy (Omnichannel, Artificial Intelligence bots, and Block Chain)

People: skills and trainings required for an agent in a mixed people, digital, omnichannel customer experience environment

Security and Data Protection: security is once again paramount with GDPR on the horizon in Europe – and beyond

Teleperformance Customer Experience 2020 and beyond will be a unique chance to approach the future of Customer Experience. From the challenges related to the recruiting, training, and managing of ‘super agents’ to the integration of customer experience into an omnichannel strategy, and through to the sensitive topic of security and data protection.

At Teleperformance Customer Experience 2020 and beyond an invitation-only audience of senior CX professionals will meet experts to discuss the vision of the future.

This is an event that cannot be missed. If you are unable to attend in person then look out for forum discussions and speaker highlights published on the Teleperformance Global Blog and live commentary via the Teleperformance global Live Twitter feed.

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

Publish Date: March 20, 2018

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