Customer Experience is the new competitive battleground – and this podcast will give you the competitive edge. Subscribe now for rare interviews and powerful insights from the Masters of CX. Spotify, Nest Labs, Gofundme – just some of the global giants of tech who have paid a visit to TELUS International Studios
Are these digital CX resolutions on your list for 2024?
On this episode, we look back at our first season of Questions for now — and highlight six customer experience (CX) resolutions to consider as your brand rings in the new year. We’ve asked a number of big questions this past season, covering topics like automation, changing customer preferences, algospeak and more. Join us as we recap some of the actionable insights shared by CX thought leaders.Visit our website to learn more about TELUS International.
08/12/2023 • 20 minutes 48 seconds
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.
14/11/2023 • 26 minutes 10 seconds
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.
13/10/2023 • 26 minutes 43 seconds
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
07/09/2023 • 31 minutes 15 seconds
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.
31/07/2023 • 25 minutes 37 seconds
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.
29/06/2023 • 21 minutes 7 seconds
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 ModerationTo learn more about TELUS Intern
25/05/2023 • 21 minutes 11 seconds
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.
18/05/2023 • 59 seconds
Matt Dixon on overcoming customer indecision
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, <a href="https://www.telusinternational.com/conta
17/08/2022 • 25 minutes 8 seconds
Professor Ryan Hamilton on COVID-19 consumer decision-making (two years later)
On this episode of TELUS International Studios, we're joined by a returning guest: Professor Ryan Hamilton of Emory University and the co-author and co-host of The Intuitive Customer, a book and podcast series by the same name. Ryan joined us back in June 2020, where we first discussed the impact of COVID-19 on consumers and brands around the world. We caught up with Ryan to see what's changed since then. Tune in to hear us break down his most recent research on the science of decision making, how cognitive exhaustion has impacted our everyday lives and how the customer journey will be influenced by COVID-19 for years to come.To learn more about TELUS International and our digital CX solutions, contact us today.Click here to listen to the previous episode with Professor Ryan Hamilton.Click here to c
10/03/2022 • 29 minutes 24 seconds
Seth Earley on setting the groundwork for AI implementation
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-pow
18/02/2022 • 33 minutes 37 seconds
Bitpanda on the future of investing
06/12/2021 • 25 minutes 37 seconds
How a modern fintech is transforming traditional banking
22/11/2021 • 20 minutes 45 seconds
First time listening? Start here
TELUS International Studios invites industry thought leaders and decision makers from the world's most disruptive brands for in-depth conversations on the latest in digital customer experience and technology. First time listening? Welcome! Here's where to start.For insights on leveraging CX as a brand differentiator and best practices for instilling company culture and values throughout the experience, check out these episodes:Patagonia: How Patagonia's employee engagement leads to great CXThe Home Depot: The Home Depot on shaping CX with strong valuesMelio Payments: <a href="https://www.telusinternational.com/articles/resources/podcast-cx-as-a-brand-
08/11/2021 • 11 minutes 32 seconds
Spotify and the future of intelligent automation
25/10/2021 • 35 minutes 4 seconds
How to engage a remote workforce with technology
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.Are you looking to better engage with your Gen Z customers? Register for our exclusive webinar taking place on October 27, at 10:30 a.m. PT / 1:30 p.m. ET / 6:30 p.m. GMT. — Gen Z and the future of customer experience: Unexp
12/10/2021 • 35 minutes 39 seconds
Tackling modern governance with Diligent
27/09/2021 • 28 minutes 42 seconds
How Aura is building customer trust while combating fraud
13/09/2021 • 21 minutes 55 seconds
Innovating cellular technology with Marty Cooper, inventor of the mobile phone
It's difficult to imagine what modern life would be like without the cellphone. We're constantly using our phones to make everyday life more convenient and enjoyable, from listening to our favorite podcasts, connecting with loved ones, shopping online, ordering takeout, monitoring our health and much more.On this episode of TELUS International Studios, we're joined by Marty Cooper, the inventor of the first ever mobile phone, and author of Cutting the Cord: The Cell Phone Has Transformed Humanity. Marty discusses his book, how the cell phone came to be, as well as his predictions for the future of AI and cellular technology.You won't want to miss this very special conversation with a man that helped transform the modern world as we know it.To contact TELUS International, or to request a demo of our digital CX solutions, visit: https://www.telusinternational.com/contact
30/08/2021 • 23 minutes 15 seconds
Coding the future with Sinead Bovell
16/08/2021 • 35 minutes 35 seconds
The Home Depot on shaping CX with strong values
26/07/2021 • 28 minutes 46 seconds
How Melio uses CX as a brand-defining moment
12/07/2021 • 28 minutes
Is Your Business Plan Future-Proof?
22/06/2021 • 26 minutes 32 seconds
Employers as Educators
21/05/2021 • 43 minutes 28 seconds
How Daily Harvest delivers premium CX at scale
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.
17/05/2021 • 32 minutes 21 seconds
Brian Solis on the Novel Economy and Gen-N
16/04/2021 • 30 minutes 33 seconds
The Impact of At-Home COVID Testing with LetsGetChecked
26/03/2021 • 25 minutes 42 seconds
Preventing Food Waste at Scale
17/03/2021 • 29 minutes 5 seconds
Annette Franz on tackling CX pain points
05/03/2021 • 26 minutes 2 seconds
An Analyst's Take: Peter Ryan on the Shifts in CX
23/02/2021 • 23 minutes 35 seconds
How Eyelinez can help virtual engagement
05/02/2021 • 39 minutes 38 seconds
Twilio on Digital Transformation and Software Developers
14/01/2021 • 28 minutes 30 seconds
How Patagonia's employee engagement leads to great CX
24/09/2020 • 40 minutes 53 seconds
How Shopify Adapted to Demand During the Pandemic
13/08/2020 • 33 minutes 6 seconds
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.
10/07/2020 • 27 minutes 50 seconds
How Might Consumer Behavior Change After COVID-19
On this episode of the TELUS International Studios podcast, we're joined by two guests who predict what the world might look like as lockdown restrictions due to the COVID-19 pandemic lift all over the world. Dr. Pete Lunn is a behavioral economist, author and former BBC journalist who now heads up the Behavioral Research unit of the Economic and Social Research Institute. Dr. Ryan Hamilton is a Professor of Marketing at the Goizueta Business School, Emory University, as well as the co-host of the Intuitive Customer CX podcast. The conversation unpacks how consumer buying habits might change due to the pandemic, how everyday social interactions will be impacted - in business and beyond, and how brands might be able to better tailor their business approaches to these predictions.
23/06/2020 • 25 minutes 47 seconds
Introducing TELUS International Studios
What separates the world's most successful companies from all the rest? World-class customer experience. On TELUS International Studios, we meet with some of the top companies and leaders in customer experience, to deep dive into what CX means to them. Follow this space to hear more on topics like Trust & Safety, the use of AI and chatbots, data science in CX, Healthtech and beyond. You won't want to miss what's next.
23/06/2020 • 1 minute 1 second
The Voice Activated CX Platform Simplifying the Smart Home Industry
Voxpro Studios is now TELUS International Studios. 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.
01/05/2020 • 37 minutes 39 seconds
Work From Home Series: How Microsoft Teams puts UX at the forefront
Voxpro Studios is now TELUS International Studios. On the third episode in the Work From Home Series, Kieran McCorry, National Technology Officer - Microsoft Ireland shares his insights, experiences, and predictions on how our current working situation will change the world of work forever. With a surge of employees using Microsoft Teams to ease their remote working routines, Kieran speaks to the importance of preserving the user experience of Teams, and how IT professionals around the world are stepping up to ensure colleagues stay connected.
17/04/2020 • 22 minutes 12 seconds
Work From Home Series: Navigating the Future of Work
Voxpro Studios is now TELUS International Studios. This is an exceptionally challenging and confusing time for employees and employers all over the world. The current global situation has accelerated digital transformation for many companies previously only flirting with digital capabilities as a 'nice-to-have' option. On the second installment of our WFH Series, we talk to Peter Cosgrove, Future of Work Expert, who breaks down what this all means for companies moving forward, and how to ease the transition for managers learning to manage teams remotely for the first time.
10/04/2020 • 23 minutes 22 seconds
Work From Home Series: 6 Biggest WFH Mistakes to Avoid
Voxpro Studios is now TELUS International Studios. As we all embark on this unprecedented time of uncertainty, businesses and employees have had to adapt to new practices at the drop of a dime. Many of us are now working from home as a long term solution for the very first time. It's tempting to wake up in the morning and check your emails from the comfort of your bed, but it might not be the best way to optimise your own WFH potential. On this episode of Voxpro Studios, CNBC thought leader, VP of Innovation at Massive Alliance, and 10-year WFH veteran Tom Popomaronis shares 6 tips for employees newly adjusting to working from home. The Work From Home podcast series will include in-depth interviews about working from home and the Future of Work. Each episode will offer something different, like guidance for employees, best practices for companies looking to maintain company culture remotely, what this means for us all moving forward, and insights from CX leaders navigating uncharte
01/04/2020 • 27 minutes 48 seconds
How Indeed.com Masters Client Success
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.These 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
16/10/2019 • 21 minutes 6 seconds
This startup is helping brands shift their customer engagement from transactional to human
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 personalised gifting. In this episode, we are joined by &Open's co-founder and Director 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 contextualising the gifts you send + Why bringing moments of surprise and delight to the customer journey can be impactful + Scaling &Open and the challenge of setting the right pace of growth
04/10/2019 • 25 minutes 31 seconds
Zappos - Ameen Kazerouni, Lead Data Scientist
The words ‘Zappos’ and ‘incredible customer experience’ often appear in the same sentence. At a time when most companies viewed CX as a problem, Zappos saw an opportunity to make customers fall in love with their brand, and they made it happen on a grand scale. How exactly did they do it? Ameen Kazerouni, Zappos' Lead Data Scientist, reveals all in this episode. We talk: - The payback of training all employees as customer agents - Applying machine learning and algorithms to the customer experience - How getting personalisation right can be about knowing when not to personalise - The versatility of machine learning and how smaller enterprises can utilise it - The importance of reading a customer through emotional intelligence - How AI can help drive innovation and solve new problems
27/08/2019 • 35 minutes 9 seconds
The audio startup making its voice heard among the world’s premium publishers
You’re never too young to focus on the customer experience. Indeed the founders of Stripe used to personally onboard users to their now globally successful payment platform. NOA is an audio journalism startup that, although young, already has a laser-sharp focus on CX. In this episode, Noa co-founder and CEO Gareth Hickey talks about: how engagement times for audio journalism are trumping those of text-based content the onboarding experience with partners coupling curation with narration compromising user interface in favour of user experience moving users from freemium to premium the importance of mapping the customer journey in delivering exceptional CX
09/08/2019 • 28 minutes 38 seconds
Wix - Alon Mor, Head of Global Customer Solutions
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 of Voxpro Studios. 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-seven 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
21/06/2019 • 30 minutes 19 seconds
Dropbox - Adrienne Gormley, VP Global Customer Experience & Head of EMEA
The freemium model is a particularly interesting one, as it requires a very specialised 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 cheaper and bundled products + how tech companies can win the battle for talent
07/06/2019 • 31 minutes 37 seconds
The CX Guru Showing Great Companies How to be Amazing
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 took the time to join us in Voxpro Studios and he talked 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'
31/05/2019 • 30 minutes 37 seconds
Meet the CX Leader Who Learned Her Trade in the Trenches
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
24/04/2019 • 26 minutes 20 seconds
WIA – Conall Laverty, Founder & CEO
The Internet of Things (IoT) is changing our world at a breathtaking speed. Analyst firm Gartner predicts that there will be twenty billion IoT-enabled devices in the world by 2020 – that’s greater than 30 percent annual compound growth. And Bain predicts that the combined IoT market will grow to $520bn in 2021, more than twice the $235bn spent in 2017 With the world becoming so connected, so quickly, how is this going to change how companies and customers interact? And what does it mean for customer experience as we know it? Conall Laverty founded a company called WIA to help developers and tech companies build connected devices more easily and efficiently. He recently made the prestigious Forbes 30 under 30 list, and he is the guest on this episode of Voxpro Studios. Conall talks about: + How the theft of his bicycle was a catalyst for starting his company + His problem with the term ‘Internet of Things’ + How the IoT has transformed CX through personalisation + Gamifying the cust
11/04/2019 • 32 minutes 15 seconds
Headspace - Lupe Gonzalez, VP of Customer Experience
Headspace is one of the world’s highest-grossing health and fitness app. Having capitalised 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. + 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
15/03/2019 • 31 minutes 40 seconds
Salesforce - Carl Dempsey, VP, Solution Engineering, EMEA
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 of Voxpro Studios features an interview with Carl Dempsey, VP of Solution Engineering, EMEA at Salesforce.
11/02/2019 • 31 minutes 38 seconds
Circle, Ripple and Luno on the Future of Money
As partner to some of the world’s most successful Fintech firms, Voxpro always has its eye on the future of money. So, we invited some of crypto’s greatest minds to join us at a special event at Voxpro’s Dublin centre of excellence and share their vision for the new financial world order. Special guests in this bonus episode of Voxpro Studio include: Jeremy Allaire - Founder & CEO of Circle David Schwartz - Chief Cryptographer at Ripple Alessio Bruni – GM Europe of Luno Robert Hackett - Fortune Magazine Gregoire Vigroux - TELUS International Europe
18/06/2018 • 51 minutes 55 seconds
HubSpot - Amanda Whyte, Senior Manager of Agency Partner and Customer Success
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
19/03/2018 • 26 minutes 29 seconds
How I raised Net Promoter Score from 8 to 68 - Alan McNab, MD EMEA of Velocidi
Do your customers trust you? Do they trust your brand and believe what that what you say about your own company and value proposition is true? It’s a simple question but often a very difficult one to answer – but being able to answer it is imperative because trust is at the very heart of a successful relationship with your customers. It is also central to critical scores like NPS. Our guest in this episode can help. Alan McNab has decades of experience working with customers in companies like Cisco, Motorola, NCR, and Arista, implementing solutions and practices that drive customer delight, employee engagement, and operational excellence. In this fascinating episode Alan talks about: What it means to have true trust with your customers The four key areas of your company that you need to analyse to truly know if you have trust with your customers How to ‘recommit’ to customers after a serious breakdown in trust Why it’s critical to manage and understand customer churn The story of
13/03/2018 • 31 minutes 58 seconds
Airbnb - Aisling Hassell, Head of Global CX
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? The answers are all in this episode of Voxpro Studios. 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
04/03/2018 • 39 minutes 3 seconds
7 Imperatives for Moving your Customer Experience to the Next Level.
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.
18/02/2018 • 24 minutes 43 seconds
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.
05/02/2018 • 27 minutes 56 seconds
Rod Jones - the man who helps CX Leads make better decisions
Do you need to make more informed decisions about CX, ROI, Contact Centres, and many other critical aspects of your role? Rod Jones is one of the most experienced CX and contact centre consultants you will meet. In this episode he talks about: How to get C-Level buy-in for CX; The return to 'Common Sense' Customer Service; The rise of the Super-Agent; and why the 1960's was the heyday of CX, Drugs and Rock n Roll.
21/01/2018 • 27 minutes 16 seconds
Renn Vara - Airbnb Leadership Coach & Co-Founder, SNP Communications
Renn Vara 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 Buffet
07/01/2018 • 31 minutes 26 seconds
Cogs and Marvel - Roisin Callaghan, CEO C&G USA
24/12/2017 • 25 minutes 30 seconds
Vivino - Chad Boonsupa, Global VP of Customer Experience
How will you and your team handle the 'perfect storm'? Can small startups have the same world-class customer experience as a Fortune 500 company? What are the only three metrics you need to measure? This Disney-trained CX leader, who compares his job to a Broadway production, has the answers.
10/12/2017 • 28 minutes 37 seconds
Strava - Mark Gainey, Co-founder & Chairman
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.
27/11/2017 • 21 minutes 40 seconds
Peter Ryan - Ryan Strategic Advisory
Are you ready to roll out Bots? Should you be considering video chat as a channel? How can CX leads do more for customers with less budget? Influential industry analyst Peter Ryan gives his expert analysis on these key topics, and a lot more.
22/11/2017 • 18 minutes 52 seconds
Asana - Brian Boroff, Head of Customer Success, Services and User Operations
Brian Boroff left Apple to build the customer experience operations of Asana – a fast-growing SaaS company with a product that helps teams work more effectively. In this interview, he talks about the central role of CS in SaaS, how to build highly effective user profiles, the curse of ‘tool fatigue’, and what’s next for CX.
12/11/2017 • 35 minutes 37 seconds
GoFundMe - Morgan Wood, Head of Customer Happiness
Rapid response time is the holy grail of Customer Experience. Not only do customers have a higher opinion of companies that respond to them quickly, they also spend more money with them. In this episode, Morgan Wood of GoFundMe describes that company's 5-minute response time policy, and the training and ergonomics required to achieve it.
29/10/2017 • 22 minutes 28 seconds
Spotify - Chug Abramowitz, VP of Customer Support and Social Media
Spotify has two hundred million customers - and counting. The company's Head of CS has developed a strategy that he claims keeps 99% of them happy. In this episode, he explains how.
14/10/2017 • 29 minutes 20 seconds
Nest Labs - John Moses, Head of Customer Support
John Moses is one of the true visionaries of Customer Experience. John is Head of Customer Support at Nest Labs, the market leader in home automation. In this episode he talks about: How joining Nest felt like being let out of a cage Why he encourages his agents to rip up the script and have human conversations How failing to invest in CS may save you ten cent but will cost you a dollar Why Steve Jobs had the wrong attitude to Customer Support Which tech companies he rates highly for their CX strategy What CX professionals need to be doing right now to prepare for the future. John speaks with incredible passion and insight. If you've got customers, you've got to hear this interview.