Author: David Taylor

An experienced Consultant and Operations Leader within the CX industry, with over 15 years of expertise spanning project management, regulatory compliance, partner management, and business continuity. In my current role of Senior Business Consultant at Newstel Worldwide, I support global businesses in optimising their operations, enhancing compliance, and delivering sustainable growth. Throughout my career, including leadership roles at Customer Contact Panel and Sensée (formerly TCC), I’ve led high-impact projects across sectors such as retail, ecommerce, finance, tech, and travel. I've had the privilege of supporting major brands including Virgin Atlantic, Experian, River Island, Loveholidays, Bugaboo, Shell, Butternut Box and Sainsbury’s to name a few, delivering solutions in areas ranging from GDPR and ISO certification to contact center optimisation and bid management. During that time I've been able to combine my knowledge of practices such PRINCE2 and Agile (Scrum) with tools like Salesforce, Google Analytics, Chat GPT and MS Products. I bring a strategic and results-driven approach to every engagement. My passion lies in translating complexity into clarity, ensuring clients can move forward with confidence, resilience, and added value. My foundation in communication and analysis stems from my academic background. I studied English Language and Creative Writing at Bangor University (Wales), where I developed the critical thinking skills that continue to support my work in transforming operations and driving change

Don’t just acquire, retain!

Hand turning dial from customer acquisition to customer retention.

Spending more to win customers can lead to your old ones walking away We’ve all heard the phrase “growth at all costs” But here’s the thing, those costs have caught up. These days, it’s not just about the price, customers are rethinking their brand relationships and some are voting with their feet. Whether it’s churning […]

Outsourcing: 5 Customer Service Challenges It Can Solve

Delegating customer service tasks through strategic outsourcing partnerships

Outsourcing often gets a bad rap. For many businesses, especially small to mid-sized ones (SME’s), the idea of handing over a part of their business to an external provider can feel risky. There’s especially a fear of losing control over quality, tone, and overall customer experience. After all, no one knows your customers like you […]

Outsource the Love, Keep the Loyalty – Making Retention Easy for Subscription Businesses

In the super competitive landscape of subscription-based businesses, the focus often leans heavily toward acquiring new customers. While expanding your customer base is essential, the significance of retaining existing subscribers cannot be overstated. Customer retention not only ensures a steady revenue stream but also enhances profitability and fosters brand loyalty. With the above in mind, […]

Wait … does Gen Z actually prefer phone calls for Customer Service?

Group of Gen Z individuals standing in a circle, holding smartphones and looking down at their screens.

For years, we’ve been told that Gen Z – those born between 1997 and 2012 – can’t stand talking on the phone. Texting, DMs, emojis – that’s supposed to be their thing, right? But it turns out, when it comes to sorting out customer service issues, this younger crowd actually prefers picking up the phone. […]

Customer Service Guide for Startups: Maximum Impact, Minimum Cost!

Sticky note reading “A big business starts small” placed on top of colourful folders and documents.

Starting a business is an exciting journey. However, one of the key factors that can make or break your success is customer service – something of which is often forgotten about from the outset. For startups, delivering excellent customer service can be challenging due to initial budget constraints, limited manpower, and evolving business needs. In […]

AI or Erasure? The ethical dilemma of accent-neutralising technology in Customer Service

Robotic hand manipulating colourful sound waves with tweezers under a digital lens.

As we move into an era where artificial intelligence (AI) is reshaping industries, Teleperformance’s recent implementation of AI-driven accent translation technology in its Indian call centers has sparked a debate of sorts. This technology, developed in collaboration with Palo Alto-based startup Sanas, aims to “neutralise” the accents of English speaking Indian customer service agents in […]

Agentic AI – When AI Becomes Your Agent

Robot and human call centre agents working side by side in a busy office environment.

As businesses face growing customer expectations and increasing operational complexity, Agentic AI – AI systems capable of acting autonomously to achieve specific goals – has emerged as a transformative force in the customer outsource industry. Unlike traditional AI models which are limited to providing suggestions or predefined responses, Agentic AI can take initiative, reason across […]