Questions for now - Compelling perspectives on digital CX

Questions for now - Compelling perspectives on digital CX

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Questions for now - Compelling perspectives on digital CX episodes

  • 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'

    Visit our website to learn more about TELUS International.

    31 min
  • 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

    Visit our website to learn more about TELUS International.

    27 min
  • 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 customer experience + Concerns around data and security + Catching the attention of Forbes
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    33 min
  • 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

    Visit our website to learn more about TELUS International.

    32 min
  • 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.

    Visit our website to learn more about TELUS International.

    32 min
  • Customer Experience and the Philippines - Everything you need to know
    When companies are selecting a location in which to base their customer experience operations, one country that is always high on the list is the Philippines. This country has become a world leader in this space in a very short space of time, growing by 43% since 2006.  So why is the Philippines so good at the provision of customer experience? And what are the key things that companies need to know about before deciding to choose it as a base for their CX operations? Tonchi Achurra, Country Manager, the Philippines, at Voxpro-powered by TELUS International, explains all in this episode.
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    25 min
  • 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
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    52 min
  • Dan Kiely - CEO, Voxpro - powered by TELUS International
    This episode profiles a founder who took a very traditional industry and completely redefined it. The delivery of customer experience used to be seen as necessary cost, and many companies took a high-volume, low-cost approach to it. But Dan Kiely, CEO of Voxpro - powered by TELUS International, knew it could be so much more than that.  Along with his wife and co-founder, Linda, Dan pioneered a model of ‘Beautiful Customer Experience’ delivery that has led to partnerships with some of the most successful technology companies in the world. In this episode, Dan describes his business journey.  How Voxpro went from a 6-person paging company in Cork, Ireland to a global tech company of over 3000 teammates. How it felt the moment Voxpro won its first contract with one of the world's leading tech companies Why he believes core values are critical to a company’s success The importance of never backing down when you truly believe something is right for the business The sacrifices he has made while building his company.  Why the day you lose your startup mentality is the day you should close your doors
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    31 min
  • Digital Transformation - Saif Ahmad, Chief Operating Officer & President of Xavient Digital
    Technology has completely transformed the delivery of customer experience. Digital innovations like AI, Chatbots, Omnichannel, and Robotic Process Automation (RPA) have made CX delivery faster, more intelligent and more personal, and we are now operating in an entirely new customer experience landscape. In this episode, we meet one of the companies creating this technology - Xavient Digital, now part of the TELUS International family.  
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    24 min
  • 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

    Visit our website to learn more about TELUS International.

    27 min

About Questions for now - Compelling perspectives on digital CX

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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…

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