Tom Champion

Senior Analyst

Forrester Bio

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The Winners And Losers Among Australian Banks In 2018

Tom Champion January 22, 2018

In 2017, we conducted one of the most comprehensive customer surveys on customer experience in the Australian market. It’s called Forrester’s Customer Experience Index (CX Index™). The results may upset banks, but that’s too bad — this is what their customers think. In sum, customers aren’t feeling the effects of banks’ CX investments, and most […]

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How Can Australian Firms Win At CX In 2018?

Tom Champion November 29, 2017

The Australia Customer Experience Index (CX Index™) data for 2017 is in, and there’s bad news: CX quality in Australia has worsened and there are no true leaders. This isn’t Forrester’s opinion — it’s how 9,000 Australian customers graded their recent interactions with 36 brands across the measures of CX quality that lead to revenue. […]

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Be Serious About Employee Experience, Or Don’t Bother

Tom Champion October 31, 2017

Employee Experience is not a new concept, but more and more CX professionals are dedicating their careers to it. We spoke to CX professionals who either report to HR leaders or who have a joint Customer-HR remit as part of new research to decipher where Employee Experience is at. As CX professionals get a better […]

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Forget Amazon — Kmart Has Already Disrupted Australian Retail

Tom Champion January 16, 2017

In the lead-up to Mount Vesuvius’ catastrophic eruption — as foreshocks became more frequent and the air grew tainted — the citizens of Pompeii gossiped about a celestial force set to punish them for their sins. Around 2,000 years later, and there’s the same apocalyptic mood around Amazon’s looming impact on retail in Australia. But […]

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