Alistair Niederer
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Alistair is the Chief Executive Officer of Teleperformance UK and South Africa responsible for ensuring that over 6,000 people are doing a great job for our clients.

Alistair is an innovative industry leader in Outsourcing and has a successful track record in running efficient growth businesses in Europe, Asia and Australasia - always making a significant contribution to the strategic direction of the organisation.

He possesses excellent management, relationship building and analytical skills that are used to exceed targets, improve operations and increase profitability. Leveraging his 25 years of business experience, he is a creative problem solver who can build and manage effective teams to meet challenging customer, team and business needs.

Entries by Alistair Niederer

Will Millennial Customers Demand A Better Experience?

(0) Comments | Posted 20 April 2016 | (22:07)

One of the key drivers of change in the way that customers expect service is that the millennial generation is becoming so dominant in society. These are the people born from 1980 up to the millennium who are now university age up to their mid-thirties.

All these people grew up...

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In The Era Of The Democratised Customer, What Kind Of Customer Service Do You Prefer?

(0) Comments | Posted 2 April 2015 | (18:26)

For the past few years I have been blogging about how far and how fast customer service has changed. A decade ago companies would give you a phone number to call and an email (if you were lucky) and these were your only choices if you wanted help. Now there...

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When Was The Last Time You Actually Enjoyed Calling A Contact Centre?

(0) Comments | Posted 26 February 2015 | (12:33)

When was the last time you interacted with a brand and came away from the experience feeling really good - as if they really understood you and appreciated you as a customer? Unfortunately, for many people this is a difficult question as it is easier to remember all those difficult...

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What Customer Service Challenges Will 2014 Bring?

(0) Comments | Posted 9 December 2013 | (14:38)

I recently asked readers on my blog about the customer service trends that they think would be prescient for 2014. I have seen some great comments on Twitter and I'd like to use this article to give you a couple of my own ideas, hopefully so you can...

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Retail Has Changed Beyond Recognition in Just Five Years

(0) Comments | Posted 16 October 2013 | (20:51)

Business Week magazine recently described how consumer behaviour has changed in the US since the economic downturn. Of course the downturn affected many more places than just the US, with the UK experiencing a prolonged downturn too. Given the number of charity shops and boarded windows still on...

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Omnichannel: The Retailers Strike Back

(0) Comments | Posted 13 August 2013 | (12:25)

I have often talked of the "omnichannel" in my blogs, the merging of online sales and features - such as price comparison - with the experience of a real retail shop.

I believe that there is the possibility for online retail to coexist with the high street, but...

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Are Banks Making It Harder to Borrow Just as Payday Loans Get Easier?

(0) Comments | Posted 30 July 2013 | (22:04)

The Archbishop of Canterbury recently caused a stir in the British press because he pledged to 'out-compete' the payday loan company Wonga. The Church of England isn't directly in the lending business, but he was pledging to offer as much help as possible to Credit Unions,...

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Can You Improve Your Business Skills By Reading Macbeth?

(1) Comments | Posted 5 July 2013 | (14:20)

Any manager today knows the problem. You want to keep improving your skills and learning more about sales, marketing, or management - all the things a modern manager needs - and the management book section is always heaving with new titles, but which ones are worth reading?


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Reviews By Customers Are Now Vital For Success

(0) Comments | Posted 11 June 2013 | (20:33)

I stayed in a hotel recently where the owner proudly featured a sticker on the door saying that it was rated the number 1 hotel in that town on Tripadvisor. I asked the manager if review websites like Tripadvisor are really important or just a nice part of...

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Will Augmented Reality Revolutionise Advertising?

(0) Comments | Posted 8 February 2013 | (12:42)

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...

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Has Outsourcing Moved on From the Mistakes of the Past?

(0) Comments | Posted 8 February 2013 | (12:35) 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...

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Executive Decision: To Blog or Not to Blog?

(0) Comments | Posted 26 November 2012 | (11:05)

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...

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Even James Bond is Changing his Preferred Poison

(2) Comments | Posted 24 October 2012 | (16:43)

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...

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Ada Lovelace Day 2012: Who is Your Female Tech Hero?

(4) Comments | Posted 16 October 2012 | (17:06)

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...

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Consumers Are The Driving Force

(0) Comments | Posted 15 August 2012 | (16:58)

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...

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Why Do I Use Twitter?

(0) Comments | Posted 20 June 2012 | (05:01)

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...

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The Best and Worst of Service on the British High Street

(0) Comments | Posted 14 June 2012 | (18:47)

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...

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Enjoy the Silence While You Can

(0) Comments | Posted 14 June 2012 | (18:41)

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...

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What is the Retail Omni-Channel?

(1) Comments | Posted 7 May 2012 | (19:43)

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...

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What Will Supermarket Shopping Be Like a Decade From Now?

(0) Comments | Posted 7 May 2012 | (19:35)

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...

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