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The CX POD - Europe

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  • Resumen

  • Welcome to the CX Pod Europe from TTEC – your customer experience podcast providing thought leadership and executive insight on customer issues.
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Episodios
  • Episode #22: Realising a partner strategy and building a full ecosystem CX service partner

    Episode #22: Realising a partner strategy and building a full ecosystem CX service partner
    Jun 6 2022
    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
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    19 m
  • Episode #21: CXaaS Delivers A Potent Mix Of Talent, Transformation, And Technology

    Episode #21: CXaaS Delivers A Potent Mix Of Talent, Transformation, And Technology
    May 30 2022
    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
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    14 m
  • Episode #20: Transformation and the Digital CX Journey

    Episode #20: Transformation and the Digital CX Journey
    Apr 12 2022
    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.
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    18 m
Economía
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