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

  • Work From Home Series: Navigating the Future of Work
    Voxpro Studios is now TELUS International Studios. This is an exceptionally challenging and confusing time for employees and employers all over the world. The current global situation has accelerated digital transformation for many companies previously only flirting with digital capabilities as a 'nice-to-have' option. On the second installment of our WFH Series, we talk to Peter Cosgrove, Future of Work Expert, who breaks down what this all means for companies moving forward, and how to ease the transition for managers learning to manage teams remotely for the first time.
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    24 min
  • Work From Home Series: 6 Biggest WFH Mistakes to Avoid
    Voxpro Studios is now TELUS International Studios. As we all embark on this unprecedented time of uncertainty, businesses and employees have had to adapt to new practices at the drop of a dime. Many of us are now working from home as a long term solution for the very first time. It's tempting to wake up in the morning and check your emails from the comfort of your bed, but it might not be the best way to optimise your own WFH potential. On this episode of Voxpro Studios, CNBC thought leader, VP of Innovation at Massive Alliance, and 10-year WFH veteran Tom Popomaronis shares 6 tips for employees newly adjusting to working from home.  The Work From Home podcast series will include in-depth interviews about working from home and the Future of Work. Each episode will offer something different, like guidance for employees, best practices for companies looking to maintain company culture remotely, what this means for us all moving forward, and insights from CX leaders navigating uncharted waters.
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    28 min
  • The Fintech Startup Tackling Payday Poverty
    We’ve heard it said a thousand times: if you don't have happy employees at your company, you won’t have happy customers. One startup helping companies ensure their staff are fully engaged is Wagestream, and what better way to engage employees than offering them a way to access a percentage of their wages before payday. In this episode of Voxpro Studios, we are joined by Adam Hankin, Wagestream’s General Manager for Ireland, to discuss the income streaming app’s ambition to rid the world of overdraft fees and improve people's financial wellbeing. In this interview, Adam also talks about:   How financial stress is impacting employees’ health and productivity   Minimising the number of touchpoints for end users Guiding companies through the process of adopting a new product Being a social impact company and how it helps with investment Raising $50m in series A funding and getting Bill Gates on board
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    26 min
  • How Indeed.com views and masters client success

    (Previously recorded as Voxpro - powered by TELUS International) The best customer experience is as much about success as support – helping customers to find success by enabling them to get the most out of what they have purchased, rather than just helping them fix it when it breaks. ‘Successful’ customers stay longer, spend more, and refer your brand widely. In this episode, Deserie Dulaney, VP of Client Success at Indeed.com, joins us to talk about:

    • The evolution from customer support to customer success
    • Why investing in customer success can help you reduce your levels of support
    • What makes a great client success specialist
    • Making a case for investment in CX
    • Indeed’s presence and investment in Dublin
    • Talent acquisition at a time of near-full employment

    Visit our website to learn more about TELUS International.

    22 min
  • Shifting customer engagement from transactional to human

    (Previously recorded as Voxpro - powered by TELUS International) In a hyper-connected world, how can the valuable human connection be maintained between brands and customers? &Open is a ‘customer happiness platform’ that helps brands like Airbnb, WeWork and Turo stay connected to users through personalized gifting. In this episode, we are joined by &Open’s co-founder and CEO Jonathan Legge to discuss how his startup is helping major companies win their customer’s hearts through the age-old practice of giving and why real relationships are built on care.

    In this interview, Jonathan also talks about:

    • The importance of human connection in an hyper-connected world
    • How good gifting can reinforce what a brand stands for
    • Navigating the legacy left behind by the corporate gifting industry of old
    • The power of contextualizing the gifts you send
    • Why bringing moments of surprise and delight to the customer journey can be impactful
    • Scaling &Open and the challenge of setting the right pace of growth

    Visit our website to learn more about TELUS International.

    26 min
  • Leveraging Chatbot Technology to Enhance Your CX — the LogMeIn Way
    You can’t tackle modern customer experience challenges with status quo solutions. In a landscape where customers expect more than ever from brands and technology can deliver more than ever for those brands, simply doing what you used to do is not an option. This episode is all about leveraging that technology to move your customer experience operations – and the bottom line – on to the next level. My guest, Sandra Schroeter of LogMeIn, covers: +Why customer experience can make or break your business +Using data to enhance your customer support +Integrating AI and chatbot technologies into your company strategy +Getting C-level buy-in on investment in CX +How the employee experience is entwined with customer experience +How companies can best establish trust with customers
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    29 min
  • Zappos - Ameen Kazerouni, Lead Data Scientist
    The words ‘Zappos’ and ‘incredible customer experience’ often appear in the same sentence. At a time when most companies viewed CX as a problem, Zappos saw an opportunity to make customers fall in love with their brand, and they made it happen on a grand scale. How exactly did they do it? Ameen Kazerouni, Zappos' Lead Data Scientist, reveals all in this episode. We talk: - The payback of training all employees as customer agents - Applying machine learning and algorithms to the customer experience - How getting personalisation right can be about knowing when not to personalise - The versatility of machine learning and how smaller enterprises can utilise it - The importance of reading a customer through emotional intelligence - How AI can help drive innovation and solve new problems
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    36 min
  • The audio startup making its voice heard among the world’s premium publishers
    You’re never too young to focus on the customer experience. Indeed the founders of Stripe used to personally onboard users to their now globally successful payment platform. NOA is an audio journalism startup that, although young, already has a laser-sharp focus on CX.  In this episode, Noa co-founder and CEO Gareth Hickey talks about: how engagement times for audio journalism are trumping those of text-based content the onboarding experience with partners coupling curation with narration compromising user interface in favour of user experience moving users from freemium to premium the importance of mapping the customer journey in delivering exceptional CX
    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
    29 min
  • Using data to understand customers from Wix.com

    (Previously recorded as Voxpro - powered by TELUS International) How can a company successfully support 150 million customers worldwide? That’s what Alon Mor, Head of Global Customer Solutions at Wix.com, reveals in this episode. One of the world’s leading web development platforms, Wix looks for data in places that many other companies do not in order to enhance the overall customer experience and grow its user base.

    In this podcast we talk about this, plus:

    • The arduous journey to providing 24/7 support
    • Convincing senior stakeholders to invest in CX
    • Preparing for significant spikes in traffic
    • Instilling brand values in employees
    • The concept of ‘survivorship bias’ in customer experience
    • How to achieve effortless experience

    Visit our website to learn more about TELUS International.

    31 min
  • How Dropbox converts freemium users into premium payers

    (Previously recorded as Voxpro - powered by TELUS International) The freemium model is a particularly interesting one, as it requires a very specialized form of customer and user experience in order to turn users of the free version of your product into paying customers with lifetime value.

    Dropbox has mastered this model and managed to turn it in to a powerful SaaS growth tactic – the company has also managed to thrive in a market that has become fiercely competitive over the last number of years, and found a very clever way of substantially growing its non-freemium Dropbox Business products.

    Our guest for this episode is Adrienne Gormley – VP of Global Customer Experience for Dropbox. We talk about:

    • establishing ‘listening posts’ to hear the customers’ perspective
    • the Dropbox philosophy of making sure education arrives in the moment of need
    • how to best use bots in CX
    • the challenge of getting freemium users to invest in premium features
    • competing with cheaper and bundled products
    • how tech companies can win the battle for talent

    Visit our website to learn more about TELUS International.

    32 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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