The CX POD - Europe

As a CX Consultancy, Integrator and Operational expert, how do you build the right technology partnerships and alliances to make sure that you really can deliver the best possible outcomes for your clients and the best possible experience for their customers?

Building great CX today needs the orchestration of many skills, services, and tools into a complete solution. In this podcast Wayne Kay lets us into his world of creating a partner strategy from scratch and defining an ecosystem that is appropriate and necessary to support the many different brands and their CX challenges.

Host: Mark Hillary – CX Analyst & Author.

Invitee: Wayne Kay - Vice President, Partners & Strategic Alliances, EMEA

Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

CXasS as a marriage of Talent, Transformation, and Technology. The brand needs great talent to be talking to their customers, the entire process almost certainly needs transformation and improvement, and technology is required to deliver the working platform. In any modern solution there will be multiple technologies, but in general any modern CXaaS solution will focus on those three areas.

Locations and cost effective multi-lingual options from providers are also key for brands and this is something that CXaaS needs to optimize its impact.

In this podcast Simon Dillsworth SVP Sales & Marketing discusses CXaaS, locations and optimizing the mix.

Host: Mark Hillary – CX Analyst & Author.

Invitee: Simon Dillsworth SVP Sales & Marketing.

Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Digital transformation, automation, and self-service using smart speakers and search engines are all changing the customer journey and the role of agents working in customer service. A customer will often search their phone for help before ever calling a customer care number. How do brands manage this more sophisticated customer journey? Ivan Kotzev is a research analyst at Nelson Hall, based in London. He's been analyzing many of these issues for years, and I caught up with Ivan to hear some of his ideas on transformation and the digital CX journey.

Host: Mark Hillary – CX Analyst & Author.

Invitee:Ivan Kotzev, Research Analyst, Nelson Hall.

Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod.

In our first episode of 2022, host Mark Hillary is joined on the podcast by Stephen Loynd, Founder & Principal Analyst at TrendzOwl as they discuss ‘The Great Resignation’ – an economic trend in which employees voluntarily resign from their jobs en masse that began in early 2021, primarily in the United States when the American government refused to provide necessary worker protections in response to the COVID-19 pandemic. Listen in to this month’s episode as Mark and Stephen explore how real is this effect and how it might impact the CX market place.

Host: Mark Hillary – CX Analyst & Author.

Invitee: Stephen Loynd, Founder & Principal Analyst, TrendzOwl.

Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod.

The final CX Pod Europe podcast for 2021 focuses on the highlights within the CX industry over the past 12 months, with special guest Peter Ryan, Principal Analyst at Ryan Strategic Advisory adding his insights and views on some of the key developments. Joined by Alistair Niederer, Head of EMEA at TTEC, the two discuss topics with host Mark Hillary such as pro-active CX investments, work at home, hybrid operating models, technology adoption, plus what to look out for in 2022.

Host: Mark Hillary – CX Analyst & Author.

Invitees: Peter Ryan, Principal Analyst, Ryan Strategic Advisory.

Alistair Niederer, Head of EMEA, TTEC.

Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod

This month’s CX podcast features TTEC EMEA’s flagship UK client Volkswagen Group UK, and focuses on their journey to launch a major new contact centre during a pandemic. You’ll hear about the new state of the art Leeds contact centre, its launch and having to quickly shift to work-from-home (WFH) while managing a transition from the previous supplier, as well as many other challenging experiences during a very unusual time for the industry.

Host: Mark Hillary – CX Analyst & Author.

Invitees: Tom Johnson, Operations Director, TTEC.

Amanda Krebs, Customer Service Centre Development Manager, Volkswagen Group UK.

Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod

TTEC’s newest episode of the CX Pod Europe puts one of our industry partners, The Global Sourcing Association (GSA), under the spotlight as they celebrate their 35th anniversary. Formerly the National Outsourcing Association (NOA), they rebranded in 2016 and continue to be an industry association and professional body for strategic sourcing. Kerry touches on the imminent anniversary and the impact COVID has had on the CX and sourcing industry!

Host: Mark Hillary – CX Analyst & Author.

Invitees: Kerry Hallard, CEO at The Global Sourcing Association (GSA).

Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod

Part 2 of our preview to our events in October and November in partnership with Intelligent Sourcing magazine, sees TTEC welcome Professor Moira Clark, Director of The Henley Centre for Customer Management to chat with our host Mark Hillary. As a preview to the dinner events, Moira outlined some of the ideas she has been researching around building back better for ‘The Next Normal’ as the pandemic begins to ease.

Host: Mark Hillary – CX Analyst & Author.

Invitees: Moira Clark, Director of The Henley Centre for Customer Management.

Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod.

Interested in registering for one of our exclusive dinner events on 14th Oct or 25th Nov? RSVP to Jon Yarlett, [email protected] at Intelligent Sourcing Magazine.

TTEC has arranged two forthcoming in-person events in partnership with our friends at Intelligent Sourcing magazine, with this latest podcast providing a sneak preview of what to expect in part 1. Our host Mark Hillary interviews one of the speakers for the events, Jo Causon, CEO of the Institute of Customer Service. Jo looks at understanding customer behaviours, attitudes and emotions, how the CX landscape has changed and much more – check it out!

Host: Mark Hillary – CX Analyst & Author.

Invitees: Jo Causon, CEO of the Institute of Customer Service.

Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Cover picture: Austin Distel, Unsplash.

Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod.

The automotive sector is undergoing change at a pace that is faster than the industry has ever seen. The UK government has announced that the sector must go fully electric from 2030. This means that there is a very strong focus on 100% electric vehicles – EV’s. Join our guest Tanya Sinclair, Policy Director UK & Ireland at ChargePoint on this month’s podcast and discover her views, plus how an education process needs to take place!

Host: Mark Hillary – CX Analyst & Author.

Invitees: Tanya Sinclair, Policy Director UK & Ireland at ChargePoint.

Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod.