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Tom   Champion

Tom Champion

Senior Analyst Serving Customer Experience Professionals

Tom Champion is based in Sydney and serves Customer Experience Professionals across Asia Pacific. His focus is on customer experience strategy and partnerships, experience ecosystems, digital strategy, service transformation, and developing authentic customer-centric cultures.

Previous Work Experience

Before joining Forrester, Tom was a senior management consultant with Deloitte within its customer and digital consultancy practice. He has advised some of Asia Pacific's largest corporations on using customer experience as a means to growing their bottom lines. He has worked across a range of industries, notably in banking, insurance, superannuation, financial advice, telecommunications, and media.

His career started in strategic communications roles with the United Nations in New York City, The World Bank in Paris, and Ericsson in Budapest.

Education

Tom has an M.A. and B.A. from the University of Sydney, where he studied media and languages. This included study at École Normale Supérieure de Cachan in Paris.

Tom Champion

Senior Analyst Serving Customer Experience Professionals

Tom Champion is based in Sydney and serves Customer Experience Professionals across Asia Pacific. His focus is on customer experience strategy and partnerships, experience ecosystems, digital strategy, service transformation, and developing authentic customer-centric cultures.

Previous Work Experience

Before joining Forrester, Tom was a senior management consultant with Deloitte within its customer and digital consultancy practice. He has advised some of Asia Pacific's largest corporations on using customer experience as a means to growing their bottom lines. He has worked across a range of industries, notably in banking, insurance, superannuation, financial advice, telecommunications, and media.

His career started in strategic communications roles with the United Nations in New York City, The World Bank in Paris, and Ericsson in Budapest.

Education

Tom has an M.A. and B.A. from the University of Sydney, where he studied media and languages. This included study at École Normale Supérieure de Cachan in Paris.

Tom Champion's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: How To Build Customer Trust Faster

    Why And How To Use The Customer Experience To Earn Customer Trust

    June 12, 2017Tom Champion

    Customer trust is still on the decline even as security budgets and compliance requirements continue to increase. Security and compliance are critical, but leaders are not taking a customer-centric approach to implementing them — yielding ironic and absurd results. Simply telling your customers that you're trustworthy isn't enough to make them trust you; they need to feel it. This report shows customer experience (CX) pros how to translate the mechanics of trust into good CX so they don't need to wait years to see the return on their backstage investments.

  • For Customer Experience Professionals

    REPORT: Embrace Customer Diversity And Inclusion For Business Growth

    Global Leaders Are Embracing Diversity And Designing Inclusive Experiences To Improve Customer Outcomes

    January 25, 2017Tom Champion

    Diversity is no longer merely about compliance and talent management. Trailblazing companies and government agencies are designing experiences for their marginalized customers to win in new markets, become more innovative, accelerate customer centricity — and in some cases save lives. This report lays out the emerging blueprint for customer inclusion, shaped by real-world examples from global leaders. Customer experience (CX) and marketing pros should apply these insights to their own organizations to gain competitive edge and — better yet — improve the lives of their most misunderstood customers.

  • For Customer Experience Professionals

    REPORT: Lessons Learned: How Brands Kick-Started Their CX Momentum

    How Australia's Biggest Customer Experience Improvers Achieved Nation-Leading Results And Business Outcomes

    January 11, 2017Tom Champion

    Forrester's Customer Experience Index (CX Index™) benchmarks how effectively more than 900 brands across 18 industries in eight countries deliver experiences that strengthen loyalty. A comparison of annual survey results for 2015 and 2016 lays out which brands are breaking away from the pack and which ones are stagnating in a competitive CX market. This report provides insight into what some of the most improved brands did to achieve industry-leading increases.

  • For Customer Experience Professionals

    REPORT: The Australia Customer Experience Index, 2016

    A Benchmark Of How Well Brands In Australia Use The Customer Experience To Create And Sustain Customer Loyalty

    October 31, 2016Tom Champion, Ryan Hart

    The 2016 Customer Experience Index (CX Index™) data for Australia is in — and what it reveals is disappointing. This year, Forrester's CX Index took a deeper look at fewer brands in the Australian market, surveying more customers to evaluate how well each brand's CX strengthens the loyalty of its customers. While we saw significant industrywide CX score improvements in multiple markets around the world in 2016, scores for Australian brands remained largely unchanged. Why? This report examines the results, puts the spotlight on the CX leaders, and explains what companies need to do drive gains.

View all of Tom Champion's Research

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