Have you seen an augmented reality application? It sounds like one of those technologies that look great in a James Bond movie, but could have no real application in everyday life, but there are some great examples now.

The most simple - in my opinion - is the...

Inc.com recently published a story on how to avoid outsourcing disasters. Their very first tip was to never outsource a process that is close to your customers - customer service for example.

I beg to differ. At Teleperformance, we have over 135,000 people in 49 countries working...

Writing a blog about your industry can be a very useful way to start discussions with influencers in the area that you work. By publishing your views you become an influencer yourself as people will read and share your articles - assuming that what you have to say has some...

Brand Republic recently published a six-point guide to how Red Bull has torn up the branding and marketing guidebook with their Stratos project. It's a good point, but consumer brands are changing how they interact with all of us on a daily basis - not just...

Today is Ada Lovelace day. Ada Lovelace Day aims to raise the profile of women in science, technology, engineering and mathematics by encouraging people around the world to talk about the women whose work they admire. This international day of celebration helps people learn about the achievements of...

In one of my recent blogs I explored the increasing importance of the customer experience, particularly because customers are now also publishers - they can easily tell their friends how good or bad your service is at the push of a button.

Consumers have really become the driving...

My colleagues often ask why I use Twitter so often. There is a belief amongst those who do not really use it that everyone is just broadcasting the details of their breakfast, or which train they are waiting for. This is a misconception.

Twitter is great for short...

A few weeks ago, the Consumer's Association published their latest survey on customer satisfaction in the British High Street. Over 11,000 people were surveyed and asked specifically about their experience in shops in the previous six months.

The results are not pretty for some famous brands...

There are two areas where British mobile phone customers are silenced, the London Underground 'tube' network and on planes. The London Underground has many tunnels that are far too deep for a signal at ground level to penetrate and though the Mayor of London wanted to try getting a signal...

I saw an interesting news story this week in the New York Times on a retailer in the US that is refusing to stock the Amazon Kindle. The reason? Because customers are coming into stores, asking questions about the Kindle, getting expert advice from the in-store sales team, then walking...

Social media is not just about Twitter. Of course, Twitter is where much of the online chatter about brands is taking place today so it is an enormously important network, but there is a difference between social media and social networking.

Let me step back for a moment...

Last week marked the milestone that it is now 100 days to the Olympic games in London. These milestones are a little artificial as the 100-days-to-go mark really means nothing other than it's getting close now, but as the people of London have been waiting for seven years...