Questions for now - Compelling perspectives on digital CX

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.

COVID-19 restrictions have greatly impacted higher education, leaving students young and old asking the question: “are traditional degrees even worth it anymore?” This question is especially relevant as more and more organizations are offering training/development programs for team members.

On this episode of TELUS International Studios, we’re joined by Dan Pontefract, previous Chief Envisioner and Chief Learning Officer at TELUS. Dan launched the TELUS Transformation Office to improve workplace culture and the TELUS MBA program via University of Victoria. He speaks about the purpose of L+D, and how nurturing employees to further develop their skill sets can improve confidence, drive, fulfillment and overall company culture.

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(Previously recorded as TELUS International Studios) 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.

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(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we’re joined by Brian Solis, global innovation evangelist at Salesforce. Brian wears many other hats as a digital anthropologist, author, and keynote speaker, so there’s no shortage of insights he has to share.

From how the pandemic has changed our relationship with technology, accelerated fear and anxiety, to the stress this time has had on the economy and what it all means for your company, Brian identifies this time as the “novel economy” and he introduces a new cross-generational demographic, called Generation N. Finally, Brian deep dives into his latest book, Lifescale: How to Live a More Creative, Productive, and Happy Life, available at lifescaling.me.

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(Previously recorded as TELUS International Studios) Annette Franz, founder and CEO of CX Journey, joins us on this episode of TELUS International Studios. Annette has been accelerating the industry for 20 years, analyzing companies and helping them strategically nail CX. In the interview, she also warns companies of the consequences of when CX falls to the wayside. 

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Companies have had to digitize their business processes at rapid speed due to the COVID-19 pandemic. Twilio is one of the companies keeping very busy during this time by helping the rest of the world's companies adapt to the modern reality of having to do business. We've seen six years of digital transformation happen in under a year - skipping over bureaucracy and decision making that holds up modernization.

As many companies move from single channel to multichannel communication, they are using Twilio's communication technology to reimagine the business process. What advice does our guest Glenn Weinstein, Chief Customer Officer at Twilio have for business leaders? Look for ways to let your software developers solve problems.

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