Verint - In conversation with........

In this latest episode, Martyn Riddle is joined by Fiona and Jess Keough from Auscontact, the national user body for the Australian contact centre industry. During the conversation, Fiona and Jess share how the organisation has been working to support their members during the Covid19 crisis and unveil their plans for the future now that restrictions in Australia are being eased.

In episode 4, we head out of Australia for the first time and up to Malayasia to chat with Chris Greenough, the Chief Marketing Officer at the next-generation BPO organisation Everise. Chris shares his thoughts on how the Covid19 situation has impacted the marketing profession and what that might mean for consumers. His music choice, and reason for selection, also takes us in to a new genre.

In episode 3 of the series, we chat with Stephen Lewis, Chief Digital Officer at the next-generation BPO organisation Probe.

Steve gives his thoughts on how the Covid19 situation has accelerated the digital transformation plans of many customer service organisations and explores how the expectations of consumers have changed during the lockdowns. As an added bonus, his lockdown music selection should put a smile on your face.

In episode 2 of this innovative new series, Martyn Riddle chats with Shane Hackett, Manager Customer Services at Brisbane City Council, Australia's largest council. During the chat, Shane explains the preemptive steps that the council took as the threat of the Covid19 situation grew larger. And he also provides an insight into what has been keeping him entertained during the lockdown situation.

In this launch episode, Martyn Riddle talks to Lisa Kauppinen, Head of ClientFirst Melbourne at IOOF, a large Australian-based financial services organisation.

During the chat, Lisa highlights the 'Customer First' methodology that underlines the way the business operates and talks about the challenges and successes they had as they transitioned the workforce to a Work from Home scenario. She also gives some insight to what's keeping her entertained during the current situation.