On this episode, we explore customer-focused leadership — and the steps CX leaders can take to cultivate and champion a customer-centric culture in their organizations.

Customer centricity goes beyond providing good customer service, relying on company leadership to consider every decision, action and strategy from the perspective of the customer. Leaders who foster a customer-centered mindset best position their organizations to attract and retain customers, with a number of studies validating the correlation between customer-focused leadership and CX success.

Listen for the actionable insights of Blake Morgan, customer experience futurist, keynote speaker and author of The 8 Laws of Customer-Focused Leadership, and Lori Branton, global vice president of client success at TELUS International.

Blake's new book, The 8 Laws of Customer-Focused Leadership, is available for purchase on Amazon or at 8CXLaws.com.

Visit our website to learn more about TELUS International.

On this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences.

Today, customers demand speed and efficiency. It is up to brands to rise to that challenge. Research from HubSpot indicates that 9 out of 10 customers consider an immediate response from customer service to be “essential” or “very important”, with 6 out of 10 defining “immediate” as a response in under 10 minutes.

Through real-world examples and actionable insights, our expert guests share how to identify potential areas of improvement and refine CX processes to exceed expectations, eliminate friction and build lasting loyalty.

Listen for the compelling perspectives of David Avrin, customer experience speaker, consultant and author of Ridiculously Easy to Do Business With, and Jim Mitchell, vice president of customer experience and digital innovation at TELUS International.

Visit our website to learn more about TELUS International.

On this episode, we discuss a longstanding focus for customer experience (CX) leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth.

According to Nielsen, 88% of consumers trust recommendations from friends and family over all other forms of advertising. Despite the evidence that word of mouth, facilitated through exceptional customer experiences, remains a pivotal factor in shaping business outcomes, many businesses do not have a defined word of mouth strategy.

Our expert guests share their perspectives on how to transform satisfied customers into loyal advocates. Along the way, they discuss brand ‘superfans’ and how to introduce unexpected moments along the customer journey — called ‘talk triggers’ — to prompt proactive word of mouth.

Listen for the compelling insights of Jay Baer, author of Talk Triggers: The Complete Guide to Creating Customers with Word-of-Mouth; Brittany Hodak, author of Creating Superfans: How To Turn Your Customers Into Lifelong Advocates; and Rajiv Dhand, regional vice president for Asia Pacific and Africa at TELUS International.

Visit our website to learn more about TELUS International.

On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy.

Founded in 2012 as an online-only menswear retailer, Frank And Oak used data and insights from customers to change course over the following decade, reinventing itself as a sustainable lifestyle brand with both an online and brick and mortar presence.

Listen for the informative insights of Nadia Famularo, director of operations and customer success at Frank And Oak, as she discusses how data-driven decision making influences Frank And Oak’s business strategy, how the company leverages technology to enhance the customer experience and why CX leaders must ensure the voice of the customer is heard in their organizations.

Visit our website to learn more about TELUS International.

On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024.

Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are looking for from outsourcing partners and much more.

Listen for the compelling insights of Annette Franz, founder and CEO of CX Journey Inc., and Kory Laszewski, vice president of global sales at TELUS International.

Want to dive deeper on the latest trends in CX? Download a copy of 2024 CX Leaders & Trends Insights by Execs In The Know, in partnership with TELUS International.

Additional resources:

• Everest Group survey results: Enterprise readiness for generative AI adoption in customer experience management

Visit our website to learn more about TELUS International.

On this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience.

Tools like agent-assist bots and internal collaboration platforms can enable team members to work effectively and efficiently — in turn, increasing employee engagement and customer satisfaction.

Our expert guests share how — and why — technology centered around formulas like the service-profit chain, and TELUS International’s Culture Value Chain, can help brands and their employees keep customers happy while strengthening financial performance.

Listen for the compelling perspectives of Hugo Sampaio, vice president of information technology services at TELUS International, and Thomas Hollmann, clinical associate professor, department of marketing and executive director, Center for Services Leadership at Arizona State University.

Visit our website to learn more about TELUS International.

On this episode, we explore whether voice-first experiences will be as ubiquitous as the internet and smartphones — and how brands can prepare for a voice-first future.

Voice technology offers distinct advantages over other forms of inputs, allowing for lower effort customer interactions, increased efficiency and improved accessibility.

With recent advancements in generative AI, voice-first experiences – the combined process of voice recognition and natural language processing – have the potential to completely transform how we interact with our devices in our everyday lives, leveraging multimodal environments to create the ultimate interface.

Listen for the compelling insights of Tobias Dengel, president of WillowTree, a TELUS International Company, and Bret Kinsella, founder, CEO, and research director of Voicebot.ai.

Tobias’s book, The Sound of the Future: The Coming Age of Voice Technology, is available for purchase in hardcopy, digital and audiobook formats.

Visit our website to learn more about TELUS International.

On this episode, we look back at our first season of Questions for now — and highlight six customer experience (CX) resolutions to consider as your brand rings in the new year.

We’ve asked a number of big questions this past season, covering topics like automation, changing customer preferences, algospeak and more. Join us as we recap some of the actionable insights shared by CX thought leaders.

Visit our website to learn more about TELUS International.