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: The Australia Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 20, 2017Tom Champion

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the Australia CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: Creating Powerful Customer Experiences In A Low-Engagement Industry

    Answer Five Key Questions To Transform CX In The Retirement Sector

    October 13, 2017Tom Champion

    Delivering exceptional customer experiences (CX) in low-engagement industries is hard. This is particularly true for the retirement planning sector, which is typically both heavily regulated and poorly understood. To gain insight into leading practices for creating breakthrough experiences, we conducted in-depth interviews with retirement industry executives and CX professionals. This report focuses on Australia and New Zealand's retirement systems, but the insights apply to any CX pro looking to reinvent customer interactions in a low-touch sector.

  • For Customer Experience Professionals

    REPORT: Extend The Customer Experience To The Employee Experience

    CX Leaders Must Evolve Their Programs With An Employee Focus

    October 3, 2017Tom Champion

    Organizations are increasingly aware of the need to improve the employee experience (EX) as a means of creating an exceptional customer experience (CX). But the concept of the "employee experience" is a far-reaching one that is already used in contexts including HR, technology, privacy, and security. This report outlines the role that CX professionals can play in developing exceptional employee experiences in the context of their in-flight CX programs and how to raise it as a priority.

  • 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.

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