CX Diaries - with Keith Gait

Meet our guest, Dave Vernon, an award-winning guru in contact centre planning and workforce management. With two decades of industry experience under his belt, Dave takes us on a riveting journey through the world of workforce planning. He unravels the layers of the industry, starting with the importance of an efficient workforce in business operations. He explains how proper planning of this resource can help maintain a balance between the needs of the customer, the colleague, and the operations. 

As we shift gears into proactive Intra Day operations, Dave enlightens us on the revolutionary role of technology in contact centre operations. He talks about the need to look out for colleagues and customers alike while keeping a keen eye on meeting the company's objectives in real-time. Smaller contact centres aren't left out either, as we delve into methods of justifying the cost of Workforce Management. We also discuss the intricate balance of meeting customer needs and maintaining operational efficiency.

The last leg of our discussion takes us through the importance of training and knowledge sharing, especially within smaller contact centres. Dave joins us in exploring how to bridge the gap between planning teams and the top executives. From his expansive career journey, he brings to light the challenges of demonstrating the value of planning and workforce management. As we wrap up, Dave leaves us with invaluable advice on team management and development, reminding us of the importance of setting clear boundaries and understanding the consequences of our decisions. Join us for this insightful conversation, where we don't just learn about contact centre planning and management, but also gain invaluable career advice along the way.

Welcome to a revolutionary episode where we've got the inside scoop on shaking up the broadband industry with Rob Wilson, the man at the helm of customer service at the UK's largest alt-net fibre broadband provider, Hyperoptic. We talk to Rob about high-speed fibre, impressive customer service, and an in-depth look into the inner workings of a company that's set on disrupting the norm. 

Rob's insights into systems thinking, his unique leadership style, and his passion for shaking things up are simply too good to miss. From his days in the Contact Centre world to leading the transformation at Aviva Direct Contact Centre, his journey is chock-full of lessons for any budding leader in the industry. 

And if you're keen on getting a glimpse of the future, Rob shares his thoughts on AI, machine learning, and the future of customer experience.

Plus, we have a passionate chat about his love for Norwich City Football Club. 

A truly insightful, inspiring, and thought-provoking discussion awaits you. Don't miss it!

Fasten your seat belts as we embark on a fascinating journey through the world of CX with our distinguished guest, Vinay Parmar, a Chief Customer Officer who boasts over 30 years of leadership experience in this field.

As we navigate the twists and turns of his illustrious career, we'll delve into the challenging and rewarding aspects of delivering effective CX in the travel and public transport sector, punctuated by Vinay's incredible achievements at National Express.

Our exploration extends beyond the surface, probing into the profound connection between human emotions and customer experience. We'll examine how stress and happiness, two key emotions, significantly steer the customer journey and how understanding them can mould behaviour. Furthermore, we’ll take a unique look at how technology can be leveraged to manage these emotions and generate positive customer experiences. 

Vinay also recounts his own expedition in customer service, the invaluable experiences that have shaped his career, and his unique insights that promise to enlighten and inspire. 

Whether you're a budding CX professional or just an inquisitive listener, this episode promises to be a captivating ride!

Get ready to enter the fast-paced world of e-commerce retail with our guest, Daryl Wilkes, Director of Customer Care at ASOS. 

His hands-on experience with leading customer service transformation programmes across multiple industries gives him a unique perspective on how to navigate the ever-changing digital landscape. As he takes us through the customer experience at ASOS, we understand how digital natives desire quick, self-resolved interactions and the efforts ASOS is making to ensure a seamless customer journey.

We also delve into the massive change in ASOS's customer service approach. Hear how the simple shift from social and email channels to primarily using live chat led to a remarkable improvement in the customer experience and resolution rate. It's a testament to the advantages of a digital-native customer service approach.

Daryl also reflects on his career progression, his passion for service operations, and the importance of maintaining a close connection with customers for success. 

Beyond the work, Daryl offers fascinating insights into overcoming challenges in the retail industry - highlighting the courage it takes to face them head-on. He shares his personal journey of overcoming imposter syndrome, the value of risk-taking, and the joy of running and participating in charity football matches. 

As he talks about managing a demanding schedule with his family's involvement in football, we get a glimpse of the human side of a leader in the e-commerce industry.

Tune in to this engaging episode for a mix of professional insights and personal anecdotes from an industry leader.

Imagine leading a thriving business where employee satisfaction links directly to customer happiness. Our guest, Iain Banks, CEO of Ventrica, shares his unique vision and leadership journey, showing us how to create a positive work environment that benefits all. He divulges Ventrica's approach to the digital customer experience and the importance of investing in a robust team. 

Ever pondered about the critical elements of offshoring? It's all about the triad of people, process, and technology in the BPO industry, and we uncover these with Iain. We delve into the sectors ripe for BPO providers and the rising importance of data security and corporate social responsibility. Iain further enlightens us on Ventrica's stance on those fronts and the potential risks of outsourcing.

We end our chat with a look at Ventrica's ESG and CSR goals and how they strive to engage employees and local charities. We also explore the importance of maintaining a consistent culture across global destinations, the evolving role of humans in the age of automation and AI, and the impact of Ventrica's accomplishments on the industry. 

This episode is a treasure trove of insights into the world of offshoring, automation, and AI in the customer experience industry.

Are you ready to uncover the secrets behind the rising popularity of African outsourcing? 

This week, we venture into a riveting conversation with Martin Roe, Group CEO of CCI Global, who brings 30 years of industry experience to the table. Martin shines a light on the unique advantages Africa has to offer in the customer service industry, honing in on the cultural ethos of Ubuntu and the resilience of the African population. We also discuss the cost benefits provided by African outsourcing that extend beyond mere labour arbitrage. 

Are you hesitant about shifting operations to Africa as a first-time outsourcer? Martin addresses your concerns head-on. We delve into why Africa has become the go-to destination for Contact Centres in the UK, and increasingly, in the US. 

We also uncover how a possible recession could impact this market, and reveal the sectors Martin believes are best suited to African markets. Plus, you can get some valuable insights into what to expect when considering South Africa and Kenya for your outsourcing needs. 

This episode is more than a discussion, it's a journey through the lens of African outsourcing!

Did you ever wonder about the unique challenges of managing Customer Experience at airports? Lian Rowlands, an industry insider and founder of TAYMA Solutions, takes the hot seat to unpack this complexity and more. We explore the fascinating world of the airline customer, the critical role of recovery processes, and the necessity for lightning-fast reactions in the face of unexpected issues. Lian’s insights shine a light on the inner workings of airport customer experience that often fly under the radar.

Our conversation takes flight as we delve into the synergy between BPO and CX technology. Lian spotlights the importance of finding a partner who truly understands your brand and customers - not a one-size-fits-all solution. 

We discover how technology is reshaping customer journeys and the potential pitfalls of generative AI. Lian also encourages us to take the time to find the right technology, a crucial lesson she’s learned from her own experiences in the field.

Before we land, we make time for some career advice for the upcoming professionals in the industry. Lian shares her journey through the BPO industry, from her initial foray to founding TAYMA Solutions.

Plus, we side-step into Lian's personal passions - food and music, and her recent foray to the Big Festival. 

With this episode, you’re in for a deep-dive into customer experience and the BPO industry, garnished with fascinating personal insights from an industry veteran.

“Thoughtful application of technology”

Thérèse tells us about her most recent role at Manchester Airport to improve the passenger experience, how thoughtful application of technology is the real prize, about how it is applied not what you buy, putting yourself in your customer's shoes, and avoiding Magpie behaviour.

We hear about Thérèse’s roles throughout her career, with a strong network and an unstructured career path, and how she learned through others, and her experiences of new build centres and running her own recruitment business. We also hear about her more recent consulting roles, how worlds collide during your life, and gathering a bag of skills through your career.  

We hear about her first job in a pub, how she understood she enjoyed interacting with and serving people, her teenage aspirations to be a firefighter, being called a “Tele Lady”, the adrenaline and sudoku of running operations every day, the importance of gut instinct as a data point, her recently found love of gardening, and her buzz for travelling.