In this engaging podcast episode, we dive into the dynamic world of customer experience (CX) outsourcing with Martin Roe, the CEO of CCI Global. 

With three decades of experience, Martin shares his perspectives on why Africa stands out as a premier destination for CX services, highlighting the vital role of emotional intelligence and cultural nuances in customer interactions. As traditional models of outsourcing evolve, Africa's unique attributes - particularly its pool of emotionally intelligent, educated professionals - position it as a strong competitor in the global market.

We explore the significance of impact sourcing and its positive implications for communities across the continent. Martin discusses Careerbox, an initiative aimed at training and empowering underprivileged individuals, leading to high-performance outcomes that benefit both employees and the companies that employ them. He also predicts the rise of East Africa as an emerging hub for outsourcing, pointing to the wealth of talent and resilience in countries like Kenya.

As we navigate through industry trends, we highlight how businesses are increasingly turning to Africa for outsourcing needs that require complex emotional engagement, especially as automation takes over simple transactional roles. This shift reflects a growing commitment among brands to foster genuine customer relationships, making this episode a must-listen for anyone interested in the future of customer experience offshore.

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24

In this episode of CX Diaries, I connect with industry expert Dave Vernon, who shares his extensive experience in contact centre planning and management. 

As workforce efficiency remains a key concern for businesses, understanding how to optimise workforce planning becomes essential for achieving both customer satisfaction and employee engagement. Dave delves into the intricacies of balancing customer needs with colleague well-being and corporate objectives, illustrating that effective planning plays a crucial role in managing these dynamics.

With the growing trend towards hybrid working models, Dave highlights the challenges and opportunities that arise, emphasising how agility in planning can significantly impact operational success. He draws on his experiences, offering practical advice for contact centre's of all sizes and helping leaders understand the implications of their planning decisions. Additionally, the importance of continuous learning and peer collaboration in the field is accentuated, showcasing the relevance of community networks in professional development.

Listeners can expect to gain valuable insights from Dave's journey, his advocacy for the planning profession, and actionable tips to foster a culture of transparency and understanding within their teams. 

Join us for an enlightening conversation that not only addresses the complexities of workforce planning but also inspires a new generation of professionals to excel in the industry.

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24

Join me for an engaging conversation with Chandni Bhatt, a seasoned expert in customer experience, as we explore the transformative landscape of subscription services. Chandni shares her experiences at Beauty Pie, a pioneering beauty subscription brand, highlighting how innovative strategies can significantly enhance customer engagement while balancing the demands of automation and personalisation. 

We dive into the importance of building a strong community around a brand, where passionate customers not only feel connected but also advocate for their favourite products and services. Chandni discusses the rich stories and loyalty fostered within their customer base, illustrating how active community management can contribute to significant business growth.

As the subscription model reshapes the way brands interact with consumers, Chandni reveals the challenges that come with this evolution, such as navigating the impact of economic changes and maintaining customer satisfaction. We also discuss the pivotal role of technology in streamlining operations and improving service delivery without losing the essential human touch that customers expect.

Packed with insights about Chandni's personal journey in the CX field, this episode is perfect for those looking to understand the core of customer service today. From operational strategies to effective leadership styles, you'll find actionable tips and thought-provoking discussions that could help elevate your own customer experience practices. Don’t miss this opportunity to learn from one of the industry's leading voices!

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24

Immerse yourself in an enlightening discussion with Lucie Child, Strategy Lead for Customer Care at The Very Group, as we explore the complexities of customer experience in our rapidly changing world. 

This episode dives into the heart of CX, highlighting the challenges that organisations face, from recruitment woes to the pressing issues surrounding customer vulnerability amidst a cost of living crisis. 

Lucie shares her insights and strategies from her extensive career journey, revealing how her experiences have shaped her approach to improving customer care.

Throughout our conversation, Lucie passionately discusses the pivotal role of workplace inclusion and equity in enhancing CX. She highlights the success of her colleague-led networks, which aim to foster a more supportive environment for everyone. Engaging stories from her personal journey - transitioning from an archaeology degree to a career in customer insight - remind us that our diverse backgrounds can offer unique perspectives and strengths in any profession.

Lucie also reveals her commitment to community well-being, sharing her latest projects like mindfulness colouring books and her participation in the challenging Coniston Challenge for charity. This episode is packed with valuable insights, practical advice, and inspiration, making it essential listening for anyone involved in or curious about the world of customer experience. 

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24

As customer-centricity continues to dominate conversations in the business world, Therese Charlton joins me in this engaging episode of CX Diaries to share her invaluable insights from over three decades in customer experience. 

Travelling through her professional journey, she sheds light on her current role at Manchester Airport, where she is focused on enhancing passenger experience through strategic technology use. Therese dives into the challenges and intricacies of effectively implementing technology in service environments, advocating for a thoughtful approach that prioritises customer needs above the pursuit of the latest trends. 

Throughout our discussion, Therese articulates the importance of tailored technology that creates a seamless Omni-channel experience. By putting herself in the shoes of customers, she understands the operational nuances that significantly impact their journey. 

The conversation takes an interesting turn as Therese cautions against falling for the 'shiny object syndrome' that can unwittingly derail customer service goals. Her practical insights are complemented by personal anecdotes that reflect various turning points in her career, especially her belief in the importance of nurturing relationships and leveraging networks in the ever-evolving CX landscape.

This episode is packed with wisdom for both budding professionals and seasoned veterans in the field of customer service. Drawing from her rich blend of operational knowledge and personal experiences, Therese imparts a resonating message about adaptability and growth in one’s career. As she closes on a note of encouragement, listeners are reminded that success is not reserved for specific titles but is rooted in the quest for skills and valuable connections. 

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24

Step into the world of customer experience with my latest episode as I chat with Chris Davis, a thought leader in the field. Chris has traversed a fascinating career, recently recognised in the Power 100 list of top CX leaders in the UK. 

We explore how leaders can navigate the complex landscape of customer service while aspiring toward simplicity. In these times of profound shifts caused by the pandemic and other global events, Chris offers invaluable perspectives on how to foster strong leadership in your organisation.

Throughout our conversation, Chris emphasises the critical nature of human connections in customer experience, advocating that technology should merely enable, not dictate, customer interactions. 

We peel back the layers of what successful organisations have done right, often focusing on mindset rather than technological factors. His experiences illustrate the importance of nurturing employee engagement and valuing insights from frontline staff, ensuring they have a voice in shaping customer service strategies.

Chris also touches on the need for clarity and direct communication within distributed teams and shares personal anecdotes about his leadership style, reflective of the strong values instilled in him from an early age. 

In this enlightening discussion, we delve into leadership challenges, the nuances of effective CX strategies, and the role of empathy in creating a positive company culture.

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24

Unlock the secrets of transformative service operations with Nicola Collister, a pioneer in change management. Discover her incredible journey from spearheading homeworking and self-managed teams at RAC to innovating with Europe's first speech-enabled IVR in retail. Nicola's insights into navigating the post-COVID era's hybrid work environment offer a compelling narrative on overcoming today’s challenges while embracing the exciting opportunities within the service sector.

Facing the pressing demands of cost reduction? Our conversation dives deep into the complex world of offshore operations. Learn from Nicola's experience as we unravel the strategic approaches essential for CFOs and COOs under pressure to slash expenses without sacrificing service quality. Explore the dynamic balance between technology adoption, customer preferences, and the talent challenges prevalent in offshore regions, and gain practical advice for ensuring seamless transitions in your operations.

Elevate your understanding of customer experience's rising prominence in boardroom discussions. This episode sheds light on how customer service is shifting from merely a cost centre to a strategic enabler of business success. Through captivating storytelling and strategic insights, we discuss the cultural shift necessary to place CX at the forefront of organizational priorities. Discover how innovative service solutions can drive meaningful business improvements and secure CX’s rightful place at the executive table.

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24

Embark on a transformative exploration of the customer experience cosmos with the formidable Cathrine Jooste, President of Global Business Processing Outsourcing at CGS. 

From the rich tapestry of her personal evolution, leaving behind the consulting battlefield to command the global contact centre fleet, Cathrine divulges the intimate camaraderie and family-like atmosphere she's embraced within CGS's ranks. 

This episode is a treasure trove of insights, where we dissect the shifting tectonic plates of economic challenges, regulatory frameworks, and business model metamorphoses that are reshaping the way companies approach customer care, weaving in the profound implications of generative AI and the unyielding necessity for ironclad security measures to safeguard our future.

As we navigate the multifaceted realm of customer service, we touch upon the emotional resonance of cybersecurity and its paramount importance in our digital age. The conversation then sails through the complexities of delivering omnichannel support, bridging the gap between automated efficiency and the irreplaceable human touch across a kaleidoscope of languages and cultures. 

The journey doesn't end there – we peer into the crystal ball to forecast the contact centre industry's trajectory, spotlighting post-pandemic workspace evolution, corporate crusades for sustainability, and the anticipated wave of generative AI's influence.

Cathrine's voice also carries the torch of empowerment, offering a beacon of guidance for those carving out their careers in this ever-changing sector, with an emphasis on the power of self-belief, a message that resonates with a special poignancy for women in executive leadership. 

Join us for an episode brimming with wisdom and strategic insights that are sure to enlighten and inspire.

Prepare to be captivated by Claas van Delden, Chief Growth Officer at Yoummday, as he unveils the transformative world of freelance models in the customer experience sector. 

Our conversation with Claas is more than just an interview; it's a treasure trove of insights on how flexible work opportunities are not just a perk but a revolution for agents and clients alike. 

He reveals the inner workings of Yoummday's technology platform, which is reshaping how global networks of freelance agents deliver top-tier services, while also ensuring their happiness and growth – a true game-changer in brand building and client satisfaction.

In a landscape where AI and international expansion are buzzwords, Claas steers the conversation towards the heart of what makes a business excel – its people. Discover how Yoummday's unique KPIs, such as the Talent Net Promoter Score, are a testament to a thriving workforce and how low attrition rates aren't just numbers, but stories of fulfilled agents. 

Through interactive training and virtual team-building, freelancers become integral to the company's culture, heralding a sea change in the future of the global contact centre and BPO sectors. 

Claas's journey from digital investment to operational leadership adds a personal touch to this narrative, proving that innovation and empathy can indeed go hand-in-hand.