Questions for now - Compelling perspectives on digital CX
TELUS International
Subscribe
Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.
Available episodes
Newest first
Oldest first
Nov 14, 2023
What do people get wrong about automation?
On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX).
Questions like: Are automation tools going to replace human agents? Why do up to half of all automation projects fail? Is automation too expensive? Is automation only for the biggest companies?
Along the way, we weave in recent data, experiences and thoughts from two expert guests, showing why organizations are increasingly turning to automation to deliver a more streamlined and efficient customer experience.
Listen for the compelling insights of Nigel Devaraj, senior product manager, hyperautomation at TELUS International and Chandrakant Binwani, former director, intelligent automation solutions at Automation Anywhere.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Oct 13, 2023
How can start-ups achieve the same world-class customer experience as a Fortune 500 company?
On this episode, we discuss how start-ups can deliver exceptional customer experience (CX) with limited resources — and how businesses of all sizes can use these tactics to thrive in a competitive environment.
To succeed in the marketplace, start-ups need to provide CX that's seamless, simple and positive. Join us as we discuss how the most successful businesses leverage technology to prioritize empathy and humanity in interactions, all while gaining a deeper understanding of their customers.
Listen for the actionable insights of Alroy Almeida, director of deep tech at Velocity, one of Canada's leading start-up incubators, and Brian Hannon, global head of customer experience innovation at TELUS International.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Sep 7, 2023
How can brands rethink data security to maintain customer trust?
On this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust. Listen for the compelling insights of Dr. Dave Chatterjee, associate professor, management information systems at the University of Georgia and Steve Jablonski, vice president of information security at TELUS International.
The threat landscape is changing and brands can’t treat security as an afterthought. Cybersecurity experts are calling for businesses to incorporate security by design, a principle that builds security considerations into the very foundation of new products, services and processes.
This proactive approach can bolster defenses against data breaches and invasions of privacy, and as a result, plays an important role in maintaining customer trust.
Tune in to Dr. Chatterjee’s show, The Cybersecurity Readiness Podcast, for more conversations about cybersecurity.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Jul 31, 2023
How can brands leverage innovation to recruit top-tier talent?
The job market is changing at a faster pace than ever, and to keep up, brands need to continually recalibrate their recruitment processes to ensure they’re attracting top candidates. A shift in strategy and the leveraging of technology and automation can help companies position themselves as employers of choice.
On this episode, we discuss talent recruitment in a competitive job market — and the ways brands can innovate to stand out. Listen for the compelling perspectives of Tricia Williams, director, research, evaluation and knowledge mobilization at Future Skills Centre, and Pamela Rodas, senior director, global talent acquisition at TELUS International.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Jun 29, 2023
How do customer expectations change in difficult economic climates?
On this episode, we discuss how customer expectations change in difficult economic climates — and the ways brands can adapt. Listen for insights from Charles Lindsey, associate professor of marketing at University at Buffalo School of Management, and Pete Tapley, vice president of customer experience innovation at TELUS International.
Rising inflation is making consumers think twice, and think differently, about their purchases. Likewise, many brands are working with tighter budgets, and facing heightened pressure as they strive to do more with less.
Join us as we look at where we are now and what brands can do to meet customer expectations today and well into the future.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
May 25, 2023
How can brands keep up with algospeak?
On this episode, we discuss algospeak — online language meant to evade algorithmic detection — and how you can keep up. Listen for the compelling perspectives of Dr. Jamie Cohen, assistant professor at Queens College, City University of New York, and Siobhan Hanna, vice president and managing director of AI Data Solutions at TELUS International.
A combination of 'algorithm' and 'speak,' algospeak is the collection of codewords, slang, deliberate typos, emojis and the use of different words that sound or have a meaning that is similar to the intended one.
The use of algospeak raises important questions for brands with online communities.
Learn more about the TELUS International survey on algospeak referenced in the episode: Survey: ‘Algospeak’ on the Rise in Attempt to Avoid Automated Content Moderation
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
May 18, 2023
A trailer for now: Questions for now - Compelling perspectives on digital CX
Who, what, when, where, why and how. Introducing _Questions for now_, a podcast from TELUS International sharing compelling perspectives on the digital customer experience (CX).
Join host Robert Zirk as he asks big thinkers today’s big questions. Featuring thought leaders from beloved brands and influential institutions, _Questions for now_ is packed full of actionable insights that listeners can apply in their organizations today.
Subscribe and listen to _Questions for now_ on your podcast player of choice, and look to your feed for a new episode soon.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Aug 17, 2022
Matt Dixon on overcoming customer indecision
(Previously recorded as TELUS International Studios) Customer experience analyst and best-selling author, Matt Dixon, sits down with TELUS International Studios to share insights from his new book, "The JOLT Effect: How high performers overcome customer indecision." Matt takes us through the bane of every salesperson's existence: a long customer courtship that ends with an "I’ll think about it."
Leveraging a first-of-its-kind study that analyzed 2.5 million documented sales conversations through machine learning, Matt Dixon reveals that 56% of sales loss is actually caused by customer indecisiveness. Listen to the episode to gain more sales growth best practices to overcome indecision.
_The JOLT Effect: How high performers overcome customer indecision is available for_ pre-order now.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Feb 18, 2022
Seth Earley on setting the groundwork for AI implementation
(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Seth Earley, consultant and award-winning author of The AI Powered Enterprise. Seth has more than twenty years of expertise in data and information architecture, knowledge strategy, search based applications and information findability solutions.
In the conversation, Seth shares advice for business leaders looking to incorporate AI solutions into their support model. Tune in to hear Seth's insights on navigating uncertainty in AI development while keeping customer experience at the forefront, and his take on the biggest challenges when it comes to human-machine partnerships.
To learn more about TELUS International and our digital CX solutions, contact us today.
Read the first chapter of Seth's book, The AI Powered Enterprise: https://www.earley.com/the-ai-powered-enterprise-chapter-1
playlist_add
Dec 6, 2021
Bitpanda on the future of investing
(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Lukas Enzersdorfer-Konrad, chief product officer at Bitpanda. The company is an all-in-one digital platform used for investing in stocks, exchange traded funds (ETFs), metals, cryptocurrencies and crypto indices.
Tune in to hear Lukas' take on hot-button issues in the investing space including meme stocks, building trust in the face of crypto scams, like Squidcoin, and what the future of investing might entail. Grab a note pad; you won't want to miss this!
Visit our website to learn more about TELUS International and our digital CX solutions.
playlist_add
Nov 22, 2021
How a modern fintech is transforming traditional banking
(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Ante Spittler, co-founder and CEO of Moss. The company offers an all-in-one solution for intelligent spend management, with the aim to be the leading financial management platform for businesses across Europe.
Tune in to hear the origin story of Moss and how it was born from a passion to resolve common pain points in the customer experience. Ante also shares insight in how fintech is evolving, key driving factors and the impact of regulations on the industry. Go on, give it a listen!
Visit our website to learn more about TELUS International and our digital CX solutions.
playlist_add
Oct 25, 2021
Spotify and the future of intelligent automation
(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Sidney Madison Prescott, global head of intelligent automation at Spotify. Sidney shares her take on the future of artificial intelligence, robotic process automation and machine learning as well as some of the best practices used at Spotify to drive efficiencies.
Who are the largest players in AI? Does reinforcement learning work? And how far away are we from roads filled with self-driving cars? For answers to these questions and a lot more, be sure to tune into the episode.
To learn more about TELUS International and our digital CX solutions, contact us.
playlist_add
Oct 12, 2021
How to engage a remote workforce with technology
(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Gideon Pridor, chief marketing officer at Workvivo, a comprehensive digital employee engagement platform that has the feel of a social networking site. TELUS International uses Workvivo internally to keep our team members connected. In fact, there are nearly 50,000 active users on the platform daily.
Tune in to hear about Workvivo, their mission, and how TELUS International has used the tool to keep its global workforce engaged, even while remote.
To learn more about TELUS International and our digital CX solutions, contact us.
playlist_add
Sep 27, 2021
Tackling modern governance with Diligent
(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Dottie Schindlinger, executive director of the Diligent Institute and co-host of the Corporate Director Podcast for Diligent Corporation. Diligent helps companies manage their governance, risk and compliance requirements, and the Diligent Institute serves as the research arm of the organization.
Diligent not only enables company leaders to streamline the day-to-day running of governance operations, but also to turn governance into a competitive advantage through the data their SaaS platform provides. As a result, Diligent's customer base is comprised of over 700,000 board directors and leaders around the world. We hope you enjoy the episode.
To learn more about TELUS International and our digital CX solutions, contact us.
playlist_add
Aug 16, 2021
Coding the future with Sinead Bovell
(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Sinead Bovell, the founder of WAYE, a community where young entrepreneurs learn about business, technology, ethics and the future.
Sinead dives into some of the ethical questions that companies using or designing technology need to consider, including how can we ensure marginalized groups are not left behind as technology advances and the need for computer literacy continues to rise? And how can we bring a more ethical framework into the conversation while avoiding bias? For thoughts on these questions and more, you won't want to miss this episode.
To contact TELUS International, or to request a demo of our digital CX solutions, visit: https://www.telusinternational.com/contact.
playlist_add
Jul 26, 2021
The Home Depot on shaping CX with strong values
(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, Mike Jones, senior director of customer care at The Home Depot, explains how an inverted pyramid management style, along with a set of timeless core values, are fundamental to The Home Depot's CX strategy.
This approach proved especially valuable over the last 18 months, when the company experienced explosive growth. You won't want to miss Mike's advice for other CX leads navigating busy periods, including how to use data to do better business, and more.
Read more from this conversation with Mike Jones, senior director of customer care at The Home Depot.
To contact TELUS International, or to request a demo of our digital CX solutions, contact us today.
playlist_add
Jul 12, 2021
How Melio uses CX as a brand-defining moment
(Previously recorded as TELUS International Studios) Joining us on the TELUS International Studios podcast is Ingrid Olson, director of customer experience at Melio. Ingrid offers a fresh perspective on the evolution of payment platforms and the technologies behind them, as well as the CX industry as a whole.
How can you use CX as a brand defining moment? How can CX teams prove value to their C-suite? What is the best way to handle periods of expansive growth? Ingrid shares her thoughts on these questions and more.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Jun 22, 2021
Is your business plan future-proof?
(Previously recorded as TELUS International Studios) Joining us on the TELUS International Studios podcast is Aidan Connolly - CEO at Cainthus, and President of AgriTech Capital, and author of the strategic business planning book, ‘2-1-4-3, a Plan for Explosive Business Growth’. Aidan dives into his outlook on the future as a self proclaimed 'unusual leader.' In this episode, you'll hear Aidan's business plan of the future, his outlook on new technologies of the future, and the future of customer experience as he sees it.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
May 21, 2021
Employers as educators
(Previously recorded as TELUS International Studios) COVID-19 restrictions have greatly impacted higher education, leaving students young and old asking the question: “are traditional degrees even worth it anymore?” This question is especially relevant as more and more organizations are offering training/development programs for team members.
On this episode of TELUS International Studios, we’re joined by Dan Pontefract, previous Chief Envisioner and Chief Learning Officer at TELUS. Dan launched the TELUS Transformation Office to improve workplace culture and the TELUS MBA program via University of Victoria. He speaks about the purpose of L+D, and how nurturing employees to further develop their skill sets can improve confidence, drive, fulfillment and overall company culture.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
May 17, 2021
How Daily Harvest delivers premium CX at scale
(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we’re joined by Joe Gilgoff, VP of Customer Care at Daily Harvest.
Since the company’s start, Daily Harvest has been leading the way in centering conversations around easy, accessible, healthful foods - delivered right to your door. Part of the formula that aided in success at Daily Harvest, is the approach to customer care - where customer relationship building is key.
Joe himself started his career on the customer care frontlines, and he now brings his experience and passion for premium customer care to new levels. Joe emphasizes the message that you do not have to sacrifice quality in scaling an operation. Daily Harvest closed out 2020 with triple digit growth, delivering more food in one week now than they would have delivered in their whole first year in business.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Apr 16, 2021
Brian Solis on the novel economy and Gen-N
(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we’re joined by Brian Solis, global innovation evangelist at Salesforce. Brian wears many other hats as a digital anthropologist, author, and keynote speaker, so there’s no shortage of insights he has to share.
From how the pandemic has changed our relationship with technology, accelerated fear and anxiety, to the stress this time has had on the economy and what it all means for your company, Brian identifies this time as the “novel economy” and he introduces a new cross-generational demographic, called Generation N. Finally, Brian deep dives into his latest book, _Lifescale: How to Live a More Creative, Productive, and Happy Life, _available at lifescaling.me.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Mar 5, 2021
Annette Franz on tackling CX pain points
(Previously recorded as TELUS International Studios) Annette Franz, founder and CEO of CX Journey, joins us on this episode of TELUS International Studios. Annette has been accelerating the industry for 20 years, analyzing companies and helping them strategically nail CX. In the interview, she also warns companies of the consequences of when CX falls to the wayside.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Jan 14, 2021
Twilio on digital transformation and software developers
Companies have had to digitize their business processes at rapid speed due to the COVID-19 pandemic. Twilio is one of the companies keeping very busy during this time by helping the rest of the world's companies adapt to the modern reality of having to do business. We've seen six years of digital transformation happen in under a year - skipping over bureaucracy and decision making that holds up modernization.
As many companies move from single channel to multichannel communication, they are using Twilio's communication technology to reimagine the business process. What advice does our guest Glenn Weinstein, Chief Customer Officer at Twilio have for business leaders? Look for ways to let your software developers solve problems.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Sep 24, 2020
How Patagonia's employee engagement leads to great CX
(Previously recorded as TELUS International Studios) It makes good business sense: happy employees lead to happy customers. On this episode, Evelyn Doyle, HR Director EMEA at Patagonia talks to us about how empowering employees to be a part of something bigger is the secret that’s stitched into Patagonia’s fabric.
Culture, purpose, and being part of a change is something that Patagonia has taken very seriously since day one. By encouraging team members to take part in climate action protests, and supporting them on their path to learning about sustainability, this mission-driven organisation understands that great employee engagement cultivates a great customer experience.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Aug 13, 2020
How Shopify adapted to demand during the pandemic
(Previously recorded as TELUS International Studios) Recent months have been a make or break time for companies all over the world. As everyday life for so many changed seemingly overnight, companies were forced to adapt. For many shops with only brick-and-mortar locations, this looked like an acceleration of the store’s online presence in order to stay up and meet demands.
Enter: Shopify, an ecommerce platform that allows companies to do business online. Operations at Shopify have sky-rocketed in the last few months, even landing on FT’s list of the top 100 companies prospering in the pandemic.
On this episode, John Riordan, Director of Support and Chairman of the Board, Shopify, gives insight into how operations in recent months have changed due to the pandemic. John also deep dives into why a work from home model can and will change everything for the world of CX.
To learn more about TELUS International and our digital CX solutions, contact us today.
playlist_add
Jul 10, 2020
What CX means to venture capitalists
As entrepreneurs look for funding for their next big idea, they might want to take a closer look at their CX strategy. Andrew Steele from venture capital firm Activant Capital joins this episode of TELUS International Studios to discuss exactly how VCs look at how companies approach their customer experience model. This comes at even greater importance today, as companies all over the world were recently forced to adapt when lockdown restrictions hit, and investors and customers alike were able to see which companies were caught without a solid CX strategy.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
playlist_add
May 1, 2020
The voice activated CX platform simplifying the smart home industry
(Previously recorded as Voxpro - powered by TELUS International) On this episode, we speak to Alan Coleman, Founder of Sweepr – the voice-activated customer service platform looking to help streamline CX for the smart home industry.
With the connected home becoming more complex and layered with multiple devices, fixing a simple technical problem might seem like a huge undertaking. Sweepr is providing the solution to assist customers with different levels of technological competency through their voice-activated platform.
playlist_add
Oct 16, 2019
How Indeed.com views and masters client success
(Previously recorded as Voxpro - powered by TELUS International) The best customer experience is as much about success as support – helping customers to find success by enabling them to get the most out of what they have purchased, rather than just helping them fix it when it breaks. ‘Successful’ customers stay longer, spend more, and refer your brand widely. In this episode, Deserie Dulaney, VP of Client Success at Indeed.com, joins us to talk about:
* The evolution from customer support to customer success
* Why investing in customer success can help you reduce your levels of support
* What makes a great client success specialist
* Making a case for investment in CX
* Indeed’s presence and investment in Dublin
* Talent acquisition at a time of near-full employment
playlist_add
Oct 4, 2019
Shifting customer engagement from transactional to human
(Previously recorded as Voxpro - powered by TELUS International) In a hyper-connected world, how can the valuable human connection be maintained between brands and customers? &Open is a ‘customer happiness platform’ that helps brands like Airbnb, WeWork and Turo stay connected to users through personalized gifting. In this episode, we are joined by &Open’s co-founder and CEO Jonathan Legge to discuss how his startup is helping major companies win their customer’s hearts through the age-old practice of giving and why real relationships are built on care.
In this interview, Jonathan also talks about:
* The importance of human connection in an hyper-connected world
* How good gifting can reinforce what a brand stands for
* Navigating the legacy left behind by the corporate gifting industry of old
* The power of contextualizing the gifts you send
* Why bringing moments of surprise and delight to the customer journey can be impactful
* Scaling &Open and the challenge o…
playlist_add
Jun 21, 2019
Using data to understand customers from Wix.com
(Previously recorded as Voxpro - powered by TELUS International) How can a company successfully support 150 million customers worldwide? That’s what Alon Mor, Head of Global Customer Solutions at Wix.com, reveals in this episode. One of the world’s leading web development platforms, Wix looks for data in places that many other companies do not in order to enhance the overall customer experience and grow its user base.
In this podcast we talk about this, plus:
* The arduous journey to providing 24/7 support
* Convincing senior stakeholders to invest in CX
* Preparing for significant spikes in traffic
* Instilling brand values in employees
* The concept of ‘survivorship bias’ in customer experience
* How to achieve effortless experience
playlist_add
Jun 7, 2019
How Dropbox converts freemium users into premium payers
(Previously recorded as Voxpro - powered by TELUS International) The freemium model is a particularly interesting one, as it requires a very specialized form of customer and user experience in order to turn users of the free version of your product into paying customers with lifetime value.
Dropbox has mastered this model and managed to turn it in to a powerful SaaS growth tactic – the company has also managed to thrive in a market that has become fiercely competitive over the last number of years, and found a very clever way of substantially growing its non-freemium Dropbox Business products.
Our guest for this episode is Adrienne Gormley – VP of Global Customer Experience for Dropbox. We talk about:
* establishing ‘listening posts’ to hear the customers’ perspective
* the Dropbox philosophy of making sure education arrives in the moment of need
* how to best use bots in CX
* the challenge of getting freemium users to invest in premium features
* competing with…
playlist_add
May 31, 2019
The CX guru showing great companies how to be amazing
(Previously recorded as Voxpro - powered by TELUS International) Shep Hyken is one of the world’s leading customer experience influencers. As owner and ‘Chief Amazement Officer’ of Shepard Presentations, he has built an audience of hundreds of thousands who follow him for his opinions and predictions on the CX industry.
Shep joined us to talk about:
* The origins of his title Chief Amazement Officer
* What makes great companies 'amazing'
* The use of human-inspired machine intelligence in CX
* Excelling at effortless experience
* The convenience revolution in customer experience
* The concept of 'amaze it forward'
playlist_add
Apr 24, 2019
Meet the CX leader who learned her trade in the trenches
(Previously recorded as Voxpro - powered by TELUS International) Jeanne Bliss is one of the world’s leading customer experience visionaries. Having been Chief Customer Officer for companies including Microsoft, Mazda and Land’s End, Jeanne went on to become an architect of the customer experience movement, an author, a keynote speaker, and host of The Chief Customer Officer Human Duct Tape show. Her client list includes names like Zappos, Citrix, Symantec, Adobe, and Yahoo. In this episode, Jeanne describes the evolution and current state of CX, and shares her vision of where the industry is headed.
In this episode Jeanne talks about:
* What customer experience looked like in the 1980s
* The common qualities in people who excel in CX delivery
* Convincing company leaders to invest in quality CX
* Defining customer experience success
* Founding the Customer Experience Professionals Association
* The ways we can keep the heart in CX
playlist_add
Mar 15, 2019
How Headspace converts new users into customers for life
(Previously recorded as Voxpro - powered by TELUS International) Headspace is one of the world’s highest-grossing health and fitness app. Having capitalized on a rapidly growing interest in meditation and mindfulness, the company now has tens of millions of users worldwide. Lupe Gonzalez is VP of Customer Experience for Headspace, responsible for attracting new users in, giving them an experience that delights, and turning them into lifetime customers.
In this episode, Lupe discusses:
* Being part of the Headspace journey
* The company’s goal of helping to enhance people’s lives
* Working with the calming voice of Andy Puddicombe, co-founder of Headspace
* The challenge of delivering a consistent and quality customer experience
* How voice-assist software will shape the Headspace product
* The importance of female leaders in tech and CX
playlist_add
Feb 11, 2019
Getting clever about CRM - Insights from Salesforce
(Previously recorded as Voxpro - powered by TELUS International) A growing customer base comes with responsibility. Failure to track leads, nurture relationships, and consistently delight customers is bad for business and the overall customer experience. So, when your company hits a certain point, it’s time to get clever about customer relationship management (CRM).
Salesforce, as the world’s leading CRM platform, are masters of customer acquisition and retention. This episode features an interview with Carl Dempsey, VP of Solution Engineering, EMEA at Salesforce.
playlist_add
Mar 19, 2018
The importance of a customer-first mindset - Insights from HubSpot
(Previously recorded as Voxpro - powered by TELUS International) How important is it to have a ‘customer-first’ mindset? How valuable is it to your company? And how can you go about successfully developing one?
HubSpot has over 40,000 customers in 90 countries and having a genuine ‘customer-first’ approach has been central to its success.
Amanda Whyte is the Senior Manager of Agency Partner and Customer Success at HubSpot. In this episode, Amanda talks about:
* How to have a ‘customer-first’ mindset
* Why it pays to hire for ‘culture-add’ instead of ‘culture-fit’
* How to hire the right people when your company is growing rapidly
* How to reach people that ‘don’t want to be interrupted’
* Learning from customer churn
* The power of creating useful content for customers
* Why company leaders should work ON the business, not IN the business
playlist_add
Mar 4, 2018
Scaling CX - A talk with Airbnb's head of global customer experience
(Previously recorded as Voxpro - powered by TELUS International) When you’re Head of Global CX for a company with hundreds of millions of customers across 191 countries, how can you ensure they all have a beautiful customer experience? Aisling Hassell has been heading up global CX for Airbnb since 2014 – four years of exponential growth for the company. In this rare interview, Aisling describes how she has successfully scaled the CX function over that period, and the fundamental lessons she has learned along the way.
Topics Aisling covers include:
* How to scale your CX operations while staying relevant to each customer
* How AI and machine learning can empower CX agents to deliver even better experiences
* Why every business needs a core mission statement – and how they can create one
* How to find CX delivery partners that will align with your company’s culture
* How to successfully balance strategy and hands-on work in a CX role
playlist_add
Feb 18, 2018
7 imperatives for moving your customer experience to the next level
(Previously recorded as Voxpro - powered by TELUS International) If your customer measures (CSAT, NPS, etc.) have hit a plateau, you might need to start thinking about your customers in a whole new way. Colin Shaw, founder of Beyond Philosophy, has published a new book to help you do that. _The Intuitive Customer: 7 Imperatives for Moving your Customer Experience to the Next Level_ delves into the psychology behind why customers act and make decisions the way they do. In this episode, Colin reveals how this knowledge can start moving those measures in the right direction.
playlist_add
Feb 5, 2018
Jeffrey Puritt - President & CEO, TELUS International
How can Chatbots and human agents work together to deliver an exceptional customer experience? How can you leverage big and small data to build customer loyalty? TELUS International handles over 200m customer interactions annually; in this episode, the company's president and CEO, Jeffrey Puritt, reveals why cutting-edge technology must be combined with the human touch for the delivery of world-class CX.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
playlist_add
Jan 7, 2018
Leadership coaching - Insights from tech giant Airbnb (with Renn Vara)
(Previously recorded as Voxpro - powered by TELUS International) Leadership coach Renn Vara (Co-founder, SNP Communications) helped Brian Chesky turn Airbnb into the global tech giant that it is today. In this fascinating episode, Renn reveals:
* The late-night phone call he had with Brian Chesky that changed everything for Airbnb
* How great entrepreneurs can become great leaders
* Why money is the biggest corrupting factor for successful tech leaders
* The leaders he had to walk away from
* Why the best way to destroy your customer base is to treat your staff badly
* Why we should all learn more about Warren Buffett
playlist_add
Nov 27, 2017
Getting personal: Leveraging the power of IoT and big data (with Strava)
(Previously recorded as Voxpro - powered by TELUS International) Big data is rocket fuel for customer experience. Strava is the social networking app for tens of millions of athletes, and the data collected from their wearables and devices allows the company to provide them with a world-class experience. In this episode, Stava's co-founder Mark Gainey explains how.
playlist_add