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 tha ..read more

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-chan ..read more

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 ..read more

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. T ..read more

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 t ..read more

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 Venture.  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 palpa ..read more

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 en ..read more

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 oper ..read more

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 ..read more

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 experie ..read more