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 Top Qualities Of Elite CX Brands

    What Firms At The Top Of Forrester's Customer Experience Index Have In Common

    January 30, 2018Tom Champion

    What does it take to deliver elite customer experiences? To find out, Forrester interviewed customer experience (CX) professionals at brands that have repeatedly placed in the top rungs of Forrester's Australia CX Index. This report analyzes what these firms have in common that makes them elite performers. It shows how brands in many markets can apply the lessons that elite firms have learned to generate insights that will improve their CX.

  • For Customer Experience Professionals

    REPORT: The Australia Retail Customer Experience Index, 2017

    How Australian Retailers Earn Loyalty With The Quality Of Their Experience

    January 22, 2018Tom Champion

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 retail brands that we analyzed as part of 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: The Australia Banking Customer Experience Index, 2017

    How Australian Banks Earn Loyalty With The Quality Of Their Experience

    January 22, 2018Tom Champion

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of nine banking brands that we analyzed as part of 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 eBusiness & Channel Strategy Professionals

    REPORT: Brand Management, EX, And Trust Will Fuel Growth For Australian Firms In 2018

    Insights From Forrester's Predictions 2018 Sydney Event

    January 18, 2018 Michael Barnes, Tom Champion, Zhi Ying Ng

    At Forrester's Predictions 2018 Sydney event, more than 250 business and technology decision makers engaged with Forrester analysts to share their key priorities, expectations, and challenges for 2018. The findings from this event provide insight into how firms are implementing and optimizing customer-led strategies to drive growth. Digital business strategy professionals can use these insights to better understand how to engage peers and other business units critical to their firm's digital transformation success.

  • 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.

View all of Tom Champion's Research

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