Questions for now - Compelling perspectives on digital CX

Questions for now - Compelling perspectives on digital CX

By TELUS DigitalBusinessTechnologyManagement
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Questions for now - Compelling perspectives on digital CX episodes

  • 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 how he raised the Net Promoter Score (NPS) of a major US company (15,000 employees) from 8 to 68.  
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    32 min
  • 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

    Visit our website to learn more about TELUS International.

    40 min
  • 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.

    Visit our website to learn more about TELUS International.

    25 min
  • 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.
    28 min
  • 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. 
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    28 min
  • 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

    Visit our website to learn more about TELUS International.

    32 min
  • Cogs and Marvel - Roisin Callaghan, CEO C&G USA
    Your teams are your most powerful brand ambassadors. There should be no difference between how you treat your team and how you treat your customers - and company-led events are central to how you can achieve this parity. Roisin Callaghan runs events (experiences) for the biggest tech companies in the world - this episode reveals how she does it to a world-class standard.
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    26 min
  • 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.  
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    29 min
  • 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. 

    Visit our website to learn more about TELUS International.

    22 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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