Embark on a transformative exploration of the customer experience cosmos with the formidable Cathrine Jooste, President of Global Business Processing Outsourcing at CGS. From the rich tapestry of her personal evolution, leaving behind the consulting battlefield to command the global contact centre fleet, Cathrine divulges the intimate camaraderie and family-like atmosphere she's embraced within CGS's ranks. This episode is a treasure trove of insights, where we dissect the shifting tectonic plates of economic challenges, regulatory frameworks, and business model metamorphoses that are reshaping the way companies approach customer care, weaving in the profound implications of generative AI and the unyielding necessity for ironclad security measures to safeguard our future.As we navigate the multifaceted realm of customer service, we touch upon the emotional resonance of cybersecurity and its paramount importance in our digital age. The conversation then sails through the complexities of delivering omnichannel support, bridging the gap between automated efficiency and the irreplaceable human touch across a kaleidoscope of languages and cultures. The journey doesn't end there – we peer into the crystal ball to forecast the contact centre industry's trajectory, spotlighting post-pandemic workspace evolution, corporate crusades for sustainability, and the anticipated wave of generative AI's influence.Cathrine's voice also carries the torch of empowerment, offering a beacon of guidance for those carving out their careers in this ever-changing sector, with an emphasis on the power of self-belief, a message that resonates with a special poignancy for women in executive leadership. Join us for an episode brimming with wisdom and strategic insights that are sure to enlighten and inspire.

Prepare to be captivated by Claas van Delden, Chief Growth Officer at Yoummday, as he unveils the transformative world of freelance models in the customer experience sector. Our conversation with Claas is more than just an interview; it's a treasure trove of insights on how flexible work opportunities are not just a perk but a revolution for agents and clients alike. He reveals the inner workings of Yoummday's technology platform, which is reshaping how global networks of freelance agents deliver top-tier services, while also ensuring their happiness and growth – a true game-changer in brand building and client satisfaction.In a landscape where AI and international expansion are buzzwords, Claas steers the conversation towards the heart of what makes a business excel – its people. Discover how Yoummday's unique KPIs, such as the Talent Net Promoter Score, are a testament to a thriving workforce and how low attrition rates aren't just numbers, but stories of fulfilled agents. Through interactive training and virtual team-building, freelancers become integral to the company's culture, heralding a sea change in the future of the global contact centre and BPO sectors. Claas's journey from digital investment to operational leadership adds a personal touch to this narrative, proving that innovation and empathy can indeed go hand-in-hand.

Discover the unexpected allure of contact centres as Julia Morgan from Manpower joins our conversation, bringing a fresh perspective in a field ripe with potential but often cloaked in myth. With her in-depth knowledge of technology recruitment, Julia peels back the layers of misunderstanding surrounding the industry. We confront the issue of high attrition rates head-on, while also examining how emotional intelligence and sales abilities are becoming the cornerstones of success in this space. As we dissect the challenges and opportunities, you'll see the contact centre world in a new light, recognising the vital role these professionals play in shaping customer experiences.Venture into the heart of the modern workforce with us as we tackle the complexities of attracting and retaining the bright minds of Generation Z. These digital natives are upending traditional workplace values, prioritising meaningful company ethics and clear career progression over pay checks. Julia and I share insights into the nuances of hiring for today's contact centres, where the battle for talent is fierce, and industries like hospitality loom as tempting alternatives. By the end of our dialogue, you'll grasp the importance of communicating the true benefits and possibilities of contact centre roles, which can be the launchpad for a remarkable career journey.Finally, step into our exploration of cultivating a skilled and diverse contact centre workforce. We address the digital skills gap, stressing the significance of aligning candidates with company culture for long-term employment harmony. With Julia's expertise, we illuminate how Manpower is pioneering strategies to improve employee retention, ensuring that the contact centre industry remains a vibrant and adaptive part of the business landscape.

Unlock the secrets to asserting your consumer rights with the ever-vigilant Helen Dewdney, the acclaimed 'Complaining Cow' who's made a career out of championing customer issues. In an eye-opening conversation, we navigate the rough seas of customer service, with Helen providing a compass for those lost in chatbot loops. She artfully exposes the tactics some companies employ to evade accountability and underscores the undeniable linkage between top-notch customer service and business prosperity.Her rallying cry is clear: don't just recognise your rights—demand that they're respected. Amid the digital whirlwind of modern commerce, our discussion takes a turn to dissect the new complexities consumers face, from the cold algorithmic responses of chatbots to the crucial human connection often missing in online customer interactions. When CEOs like Greg Jackson of Octopus Energy roll up their sleeves to tackle complaints head-on, it's a beacon of hope for the customer experience. Helen's wisdom doesn't stop there; she leaves listeners equipped with practical strategies for effective advocacy in their consumer battles, transforming frustrations into victories in the marketplace.

Discover the future of customer service with Guillaume Langle, the visionary CEO at the helm of Konecta's UK and South Africa operations, as he unveils his journey from the automotive industry to leading a revolution in customer experience technology. His deep dive into the symbiosis of Generative AI and human intuition paints a picture of an industry where technology empowers agents to deliver unparalleled service. Tune in to grasp how Konecta's tech-savvy approach is redefining customer support, with a keen eye on maintaining the human touch in a rapidly evolving digital landscape.This episode is a goldmine for those curious about the ever-changing terrain of the contact centre BPO industry, brimming with insights into emerging trends and the strategic expansions reshaping global markets. Guillaume articulates the delicate balancing act of agent well-being and client satisfaction, offering sage advice for anyone passionate about forging a career in this people-centric field. Learn how a CEO unwinds from the rigors of leadership and the cultivation of a company culture that transcends borders, ensuring quality and consistency across a multinational enterprise. Join us for a conversation that goes beyond business, touching the very heart of what it means to lead with empathy and innovation.

Embark on a journey through the labyrinth of customer service innovation with Patrick Elliot, the astute UK CEO of Global BPO Business HGS. As we unravel Patrick's storied career—spanning consumer electronics, the pioneering days at Orange, and the strategic chessboard of management consulting—you'll gain a front-row seat to the philosophy that propelled his rise to the top: keeping the customer at the very heart of every decision. Patrick candidly unpacks the trials and triumphs of the Contact Centre and CX BPO landscape, where the symbiosis of AI automation with the inimitable human touch in service is not just a trend, but the future. His foresight into the industry's trajectory is not to be missed by anyone looking to stay ahead in this dynamic domain.Prepare to be captivated as we dissect the complexities of delivering multi-faceted customer service, especially within the public sector, through Patrick's expert lens. We contrast the nuances between public and private service delivery, diving into channel integration, and the critical importance of meeting the diverse needs of different customer demographics. The conversation shifts to explore the transformative influence of hybrid work models on BPO evolution, shedding light on how internal communication, employee engagement, career development, and unshakable business ethics meld to construct a sustainable enterprise. Patrick's revelations offer a masterclass in navigating the ever-changing tides of the customer experience industry with agility and insight.

Unlock the transformative potential of your business's culture with the expert guidance of Steve Bent from Gallagher Culture Change Consulting. Throughout our engaging conversation, we examine the art of codifying a company's culture to replicate success across expanding or new locations. Steve offers a deep dive into the methods of assessing organizational culture, from interviews and focus groups to behavioural analysis, to isolate the unique attributes that define top performers. We also tackle the integral components of successful cultural transformation, emphasising the pivotal roles of leadership clarity and the everyday support that empowers staff to excel.As we explore the wide-reaching effects of remote work on organisational values, we uncover strategies to ensure company principles aren't just words on a wall, but living, breathing aspects of every employee's role. Leadership's role in exemplifying and communicating these values becomes clear as we discuss overcoming resistance to change. The conversation shifts to the power of positivity and understanding every individual's contribution to the overarching mission, drawing a line between effective leadership and mere management. Concluding with an eye toward the future of customer experience, we propose that the key to success rests in strategic consistency that prioritises customer satisfaction over the allure of the latest technological marvels. Join us for a compelling exploration of culture and leadership that just might redefine the way you view your role in the workplace.

Discover the intricate dance of transitioning from an in-house contact centre to the vibrant ecosystem of outsourced contact centres with Ray Biggs, the savvy COO of Ventrica. Ray's journey uncovers the pace and challenges of adjusting to a BPO environment, where the demands of diverse clients must be juggled with precision. Our conversation traverses the landscape of operational duties and strategic insights, highlighting Ray's adaptability and the essential prioritization skills his team employs to satisfy both floor agents and clients. The excitement of such a dynamic setting is palpable as we explore the thrill that comes with each new day in the outsourcing world.Tap into the gold mine of customer insights hidden within every service interaction as we discuss how outsourced providers like Ventrica harness these details to refine business strategies. The episode shines a light on the transformative power of consistent training, focusing on emotional CX to elevate service experiences. We share stories that celebrate the positive impact of employee experience and engagement on performance and job satisfaction. This chapter is an ode to the rewards of embracing change, the collective wisdom of a dedicated team, and the customer-first philosophy that drives outstanding service.Lastly, we veer into the personal realm, where Ray and I unpack the challenges of leadership transitions and offer pearls of wisdom for navigating the complexities of outsourcing in the customer service industry. We underscore the necessity for resilience, a clear purpose, and the thoughtful pursuit of seamless client-provider partnerships. To close, we revel in the simple pleasures—Ray's enjoyment of live music and his anticipation of upcoming gigs, as well as the tranquillity found in a glass of wine—reminding us all to find moments of joy amidst our demanding careers. Join us for this enlightening exploration across the professional and personal spheres of a customer experience leader.

Unlock the secrets to elevating your e-commerce customer service with our latest guest, Bogdan Maksak, the dynamic co-founder, CEO, and CTO of Digital Genius. As we delve into the AI revolution in e-commerce, Bogdan reveals how their cutting-edge platform is not just responding to customer enquiries but predicting and resolving them even before they arise.Picture this: over half of customer service tasks effortlessly managed by AI during peak business times, ensuring your customers feel heard and helped without delay. Our chat with Bogdan serves up a treasure trove of insights into enhancing the customer journey from browsing to post-purchase satisfaction.Imagine a shopping experience so tailored that it feels like your digital concierge knows you better than you know yourself. That's the world Bogdan and his team are crafting through AI-powered customer service, where every interaction is an opportunity to impress and retain. We discuss the power of real-time AI interventions in scenarios like delivery delays, offering solutions straight from the chat interface. This isn't mere convenience; it's critical infrastructure for growing businesses aiming to scale without a hitch. Bogdan takes us through the seamless integration of AI with various systems, painting a picture of a future where efficient, proactive customer service is the cornerstone of e-commerce success.Wrapping up, Bogdan shares his philosophy on transformative thinking and its role in achieving breakthroughs in business. It's about the courage to make bold moves and the vision to see beyond the horizon. This episode isn't just a conversation; it's an invitation to embrace the transformative power of AI in your e-commerce operations. It's a glimpse into how strategic, big-picture decisions can drastically enhance not just your customer service metrics but the entire shopping experience. Join us and be inspired by Bogdan's insights into the potential for mega success when the focus shifts to ambitious, strategic innovation.

Ever wondered how a fresh face navigates the labyrinth of the contact centre industry? Sophia's story will captivate you as she reveals how her passion, ignited by her father's career, led her to the buzzing world of customer service and outsourcing. Joining her is the sagacious Sadiq Mohammed, who brings decades of experience and a wealth of knowledge about the sector's evolution and the transformative impact of technology. Together, they tackle the tough questions about outsourcing, debunking myths and highlighting the essential role of external teams in enhancing internal operations.Strap in as we navigate the roadmap to professional growth within the contact centres and BPO spaces. The chapter throws a spotlight on the critical need for nurturing young talent, fostering connections across generational lines, and providing mentorship through platforms where experiences and knowledge are shared freely. For those under 25 eyeing a career in this vibrant industry, our conversation is a treasure trove of guidance on starting strong, leveraging resources effectively, and climbing the ladder with confidence and skill. As we wrap, Sadiq imparts a nugget of wisdom about staying agile and open-minded, qualities that remain non-negotiable amid the industry's rapid pace of change.We round off our discussion with reflections on personal and professional aspirations, casting our gaze towards a future interlaced with cutting-edge tech and deepened partnerships.  Our guests share their excitement about the integration of emerging technologies and the potential to revolutionize client management practices. With a unique family podcast twist, Sophia and Sadiq offer us a dual perspective on the trajectory of the contact centre industry, celebrating the synergy between established expertise and the spark of innovation. Don't miss this episode for an unparalleled insight into the heart and hustle behind the scenes of customer service and outsourcing.

Welcome to the latest episode of CX Diaries, where we delve into the intriguing world of customer experience (CX) in financial services. Our guest today is Wasim Mushtaq, a seasoned CX professional in the banking sector who will enlighten us about the evolving landscape, unique challenges, and the need for transparency in this highly regulated industry. Interested in learning how to cater to different client segments and personas? Stick around for Wasim's insightful discussion on the importance of omnichannel and digital channels in enhancing customer experience.We're diving deeper into the power of data analytics in improving customer experience in the financial services industry. Wasim will share his expert insights on how data can be proactively used for product development, regulatory compliance, and simplifying decision-making processes. Don’t miss out on how CX strategies can align with business objectives and the delicate balance between data-driven decision making and the human element in banking journeys.As we peer into the future of customer service in banking and financial services, we grapple with the emergence of FinTechs, new banks, and the development of Gen AI. Wasim will guide us through the balance between automation and personalization, and the operational benefits of AI. We'll also discuss the shift towards banking becoming more like the hospitality industry, and the potential risks of losing necessary friction in customer journeys. Tune in for an enlightening conversation on the evolving landscape of banking, financial services, and the impact of Gen AI.

Ever wonder what it takes to transition from an in-house Contact Centre to the exhilarating world of BPOs?Meet Jo Garland, a seasoned industry maestro with a wealth of 20 years in the customer experience realm, and get a glimpse into her thrilling journey from in-house Contact Centres to Concentrix+Webhelp in the BPO sector. Unlock the key differences, unique challenges, and the strategic long-term approach that characterises the BPO industry. Jo's fresh insights are a treasure trove for anyone curious about the BPO sector or considering a tactical career move.In this riveting chat, we pull back the curtain on Jo's achievements - from attaining a Masters degree during a global pandemic while juggling home-schooling duties, to spearheading ground breaking research on remote contact centre employee engagement. Get sage advice from a veteran who has seen it all and continues to forge forward with a remarkable zeal for the future of the BPO industry. If you're at the cusp of your career, Jo's guidance on taking chances and nurturing authentic relationships could be the game changer you need.Tune in for this enlightening episode and accompany us as we explore Jo's unique pathway, remarkable accomplishments, and visions for the future.

Get ready to enter the fast-paced world of e-commerce retail with our guest, Daryl Wilkes, Director of Customer Care at ASOS. His hands-on experience with leading customer service transformation programmes across multiple industries gives him a unique perspective on how to navigate the ever-changing digital landscape. As he takes us through the customer experience at ASOS, we understand how digital natives desire quick, self-resolved interactions and the efforts ASOS is making to ensure a seamless customer journey.We also delve into the massive change in ASOS's customer service approach. Hear how the simple shift from social and email channels to primarily using live chat led to a remarkable improvement in the customer experience and resolution rate. It's a testament to the advantages of a digital-native customer service approach.Daryl also reflects on his career progression, his passion for service operations, and the importance of maintaining a close connection with customers for success. Beyond the work, Daryl offers fascinating insights into overcoming challenges in the retail industry - highlighting the courage it takes to face them head-on. He shares his personal journey of overcoming imposter syndrome, the value of risk-taking, and the joy of running and participating in charity football matches. As he talks about managing a demanding schedule with his family's involvement in football, we get a glimpse of the human side of a leader in the e-commerce industry.Tune in to this engaging episode for a mix of professional insights and personal anecdotes from an industry leader.

Imagine leading a thriving business where employee satisfaction links directly to customer happiness. Our guest, Iain Banks, CEO of Ventrica, shares his unique vision and leadership journey, showing us how to create a positive work environment that benefits all. He divulges Ventrica's approach to the digital customer experience and the importance of investing in a robust team. Ever pondered about the critical elements of offshoring? It's all about the triad of people, process, and technology in the BPO industry, and we uncover these with Iain. We delve into the sectors ripe for BPO providers and the rising importance of data security and corporate social responsibility. Iain further enlightens us on Ventrica's stance on those fronts and the potential risks of outsourcing.We end our chat with a look at Ventrica's ESG and CSR goals and how they strive to engage employees and local charities. We also explore the importance of maintaining a consistent culture across global destinations, the evolving role of humans in the age of automation and AI, and the impact of Ventrica's accomplishments on the industry. This episode is a treasure trove of insights into the world of offshoring, automation, and AI in the customer experience industry.

Did you ever wonder about the unique challenges of managing Customer Experience at airports? Lian Rowlands, an industry insider and founder of TAYMA Solutions, takes the hot seat to unpack this complexity and more. We explore the fascinating world of the airline customer, the critical role of recovery processes, and the necessity for lightning-fast reactions in the face of unexpected issues. Lian’s insights shine a light on the inner workings of airport customer experience that often fly under the radar.Our conversation takes flight as we delve into the synergy between BPO and CX technology. Lian spotlights the importance of finding a partner who truly understands your brand and customers - not a one-size-fits-all solution. We discover how technology is reshaping customer journeys and the potential pitfalls of generative AI. Lian also encourages us to take the time to find the right technology, a crucial lesson she’s learned from her own experiences in the field.Before we land, we make time for some career advice for the upcoming professionals in the industry. Lian shares her journey through the BPO industry, from her initial foray to founding TAYMA Solutions.Plus, we side-step into Lian's personal passions - food and music, and her recent foray to the Big Festival. With this episode, you’re in for a deep-dive into customer experience and the BPO industry, garnished with fascinating personal insights from an industry veteran.

Fasten your seat belts as we embark on a fascinating journey through the world of CX with our distinguished guest, Vinay Parmar, a Chief Customer Officer who boasts over 30 years of leadership experience in this field.As we navigate the twists and turns of his illustrious career, we'll delve into the challenging and rewarding aspects of delivering effective CX in the travel and public transport sector, punctuated by Vinay's incredible achievements at National Express.Our exploration extends beyond the surface, probing into the profound connection between human emotions and customer experience. We'll examine how stress and happiness, two key emotions, significantly steer the customer journey and how understanding them can mould behaviour. Furthermore, we’ll take a unique look at how technology can be leveraged to manage these emotions and generate positive customer experiences. Vinay also recounts his own expedition in customer service, the invaluable experiences that have shaped his career, and his unique insights that promise to enlighten and inspire. Whether you're a budding CX professional or just an inquisitive listener, this episode promises to be a captivating ride!

Welcome to a revolutionary episode where we've got the inside scoop on shaking up the broadband industry with Rob Wilson, the man at the helm of customer service at the UK's largest alt-net fibre broadband provider, Hyperoptic. We talk to Rob about high-speed fibre, impressive customer service, and an in-depth look into the inner workings of a company that's set on disrupting the norm. Rob's insights into systems thinking, his unique leadership style, and his passion for shaking things up are simply too good to miss. From his days in the Contact Centre world to leading the transformation at Aviva Direct Contact Centre, his journey is chock-full of lessons for any budding leader in the industry. And if you're keen on getting a glimpse of the future, Rob shares his thoughts on AI, machine learning, and the future of customer experience.Plus, we have a passionate chat about his love for Norwich City Football Club. A truly insightful, inspiring, and thought-provoking discussion awaits you. Don't miss it!

Are you ready to uncover the secrets behind the rising popularity of African outsourcing? This week, we venture into a riveting conversation with Martin Roe, Group CEO of CCI Global, who brings 30 years of industry experience to the table. Martin shines a light on the unique advantages Africa has to offer in the customer service industry, honing in on the cultural ethos of Ubuntu and the resilience of the African population. We also discuss the cost benefits provided by African outsourcing that extend beyond mere labour arbitrage. Are you hesitant about shifting operations to Africa as a first-time outsourcer? Martin addresses your concerns head-on. We delve into why Africa has become the go-to destination for Contact Centres in the UK, and increasingly, in the US. We also uncover how a possible recession could impact this market, and reveal the sectors Martin believes are best suited to African markets. Plus, you can get some valuable insights into what to expect when considering South Africa and Kenya for your outsourcing needs. This episode is more than a discussion, it's a journey through the lens of African outsourcing!

Meet our guest, Dave Vernon, an award-winning guru in contact centre planning and workforce management. With two decades of industry experience under his belt, Dave takes us on a riveting journey through the world of workforce planning. He unravels the layers of the industry, starting with the importance of an efficient workforce in business operations. He explains how proper planning of this resource can help maintain a balance between the needs of the customer, the colleague, and the operations. As we shift gears into proactive Intra Day operations, Dave enlightens us on the revolutionary role of technology in contact centre operations. He talks about the need to look out for colleagues and customers alike while keeping a keen eye on meeting the company's objectives in real-time. Smaller contact centres aren't left out either, as we delve into methods of justifying the cost of Workforce Management. We also discuss the intricate balance of meeting customer needs and maintaining operational efficiency.The last leg of our discussion takes us through the importance of training and knowledge sharing, especially within smaller contact centres. Dave joins us in exploring how to bridge the gap between planning teams and the top executives. From his expansive career journey, he brings to light the challenges of demonstrating the value of planning and workforce management. As we wrap up, Dave leaves us with invaluable advice on team management and development, reminding us of the importance of setting clear boundaries and understanding the consequences of our decisions. Join us for this insightful conversation, where we don't just learn about contact centre planning and management, but also gain invaluable career advice along the way.

“No one wants to be stuck in a loop of death with a Bot”Chandni talks to us about her experience of working with rapid growth businesses in E-Commerce and retail, and managing large offshore teams both in house, outsource, onshore and offshore. She also talks about innovations in technology and leading a community and member based CX operation.We hear about the challenges of growth, automation, balancing outstanding service without also scaling the team, and how to successfully deliver personalisation. Chandni also gives us her take on what should be automated and what should be kept for the agent, and the tools and approaches for supporting community engagement.She also talks to us about her leadership styles, the impact and influence of different cultures, and how to adapt styles to support your people and develop yourself.