Three Key Trends Shaping the Future of Customer Acquisition & Digital Sales
TP Talks Podcast
The customer acquisition and sales landscape has evolved faster than ever before, and we are in a different selling market than we were in 2021 or 2022. “ How can we do more with less and stay relevant” is becoming a hot topic for organizations of all sizes. With innovative approaches to this changing sales landscape, and groundbreaking evolution in AI and automation, there are reasons for optimism. By focusing on targeted, intelligent, and revenue-focused strategies, we can make the most of our resources and drive real results. To show you how, Lewis Taylor, Vice President of CX Services...
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The Future Of Collections & Empathetic CX Amid Economic Uncertainty
TP Talks Podcast
Few conversations about the future of the contact center downplay economic wariness – and few sectors have more cause for concern than collections. Combining insolvencies with a rapidly increasing cost of living, potential job losses, rising interest rates, and consumer over-commitments, financially stretched households are forced to turn to credit even more. Further, without the injection of liquidity, company balance sheets burdened by existing growing debt, face an enduring risk of insolvencies and defaults. How will a potential economic downturn increase the risk of delinquency? How will...
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Effective Quality & Skills Required to be a Great Sales Leader
TP Talks Podcast
In this podcast, we dive deeper into the qualities and skills required to be an effective sales leader. We will share plenty of do’s and don’ts along with several best practices to create a long-lasting impression on your customers. Speakers: Jacci Grilllo-Noto - Director of Sales Northeast with Kelley Blue Book and Cox Automotive Kevin Brody - CEO at Landfill Data Helen Rankin - Chief Brand Officer at Swagup Michael Aronowitz - EVP, Digital Sales and Strategy at Teleperformance
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Top 5 Predictions in the Healthcare Industry in 2023
TP Talks Podcast
As the technology in the healthcare space is constantly evolving, we talk about our Top 5 Predictions in the Healthcare Industry in 2023 with Pranam Ben, Founder & CEO at The Garage and Himadri Sarkar, EVP and Global Head of Consulting at Teleperformance. Pranam and Himadri discuss the growing emergence of remote care with telehealth visits and virtual hospitals, how to drive engagement in care coordination and patient engagement, revenue leakage and topline management in risk and performance management, personalized healthcare and why it's needed, and the addition of retail healthcare as part...
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Marriott International’s 3 Key Ingredients to Award Winning Customer Experience
TP Talks Podcast
Marriott’s success comes from its first core value: Putting People First. As the world’s largest hospitality company, Marriott’s transformation journey is centered around its people. Customers now increasingly expect the contact center to handle complex interactions with an aura of empathy, critical thinking, and personalization. Over the years, Marriott has invested in transformation and a robust service delivery model to empower their employees to handle these emotional connections seamlessly. As contact centers today struggle to recruit, retain, and engage their employees,...
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AI and Analytics Powering the Future of Sales
TP Talks Podcast
Live selling and video-based content are becoming a key part of many industries. The retail industry was in the midst of transformation well before the pandemic. Customers were already craving more engaging online shopping experiences—and the pandemic only accelerated this, with an astonishing 75% of U.S. consumers trying new shopping methods in response to economic pressure, store closings, and changing priorities during the pandemic (according to McKinsey). In response to these shifting consumer preferences, live selling has emerged as a way for retailers to engage buyers in a safe,...
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Digital Health and Transformation for a Digital Future
TP Talks Podcast
While the Healthcare landscape has already shifted dramatically, healthcare providers have had to rapidly adapt to the fast-evolving needs of patients. Whilst the nature of healthcare delivery has transformed drastically in the last six months, the end goal for providers remains – to provide the best patient experience. To support the end-to-end patient journey, and engage with them at every touchpoint, healthcare providers are increasingly implementing a digital front-door strategy. In a metaphorical sense, the digital front door represents how healthcare organizations engage with patients...
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Luxury CX – Why not serve like a luxury brand?
TP Talks Podcast
Luxury CX is still in its infancy, simply because it’s exclusive. Employees working for luxury brands invest all their efforts in customer satisfaction. They are focused on positioning the product, building trust, and ensuring customers feel comfortable through the entire buyer journey. It’s a common belief that luxury brand customers are more demanding. In our times, all customers are astute and aware. There is a lot of information available at their fingertips, reviews, social media endorsements, and opinion videos. Perception is everything and brands need to raise their CX game to...
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How Seagate Technology Realigns Effective CX Strategies by Balancing High-Tech and Human Touch
TP Talks Podcast
In a recent McKinsey publication “The Future of CX”, they surveyed 260 CX leaders from US-based companies of all sizes and found only 13% of CX leaders were confident that their organization can take action on CX issues in near real-time. With the world slowly opening, the biggest question CX leaders have is how to effectively align their CX strategies with this evolving environment and how they can maximize efficiencies. Many customers are more likely than ever to need a customer care touchpoint. While the CX landscape has already shifted dramatically, many companies globally are...
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Next Generation Performance Analytics
TP Talks Podcast
The evolution of performance analytics will come with the transformation of artificial intelligence (AI), predictive and prescriptive analytics, and machine learning. In this podcast, Steve and Kurt will focus on next-generation performance analytics. They will help analyze the primary drivers of performance analytics, identify available technologies to help transform the analytics functions, and dive deeper into how you can transform with performance analytics and outcomes. Speakers: Steve Ruszczyk, Vice President and oversees Digital Transformation and Analytics operations at...
info_outlineWith changes in our work environment and with more people working from home, much of today's conversation is focused on what automation can potentially do to strengthen customer engagement, improve processes and augment contact center performance. But what does this actually mean for our agents? While it’s important to note that automation should augment, not replace, human work, It’s time the conversation focused on the human equation in the automated world, focusing on how employee roles will change, and understanding what the human-automation relationship truly entails.
In this podcast, Brian Cantor, Principal Analyst & CCW Digital Director for IQPC's Customer Management Practice, shares interesting trends and statistics and answers pressing questions:
- How do we zero-in on the tasks weighing down our agents, which are thereby causing productivity and satisfaction challenges?
- Once we start to automate these tasks, what does it mean for staffing and workflow?
- What does the human-AI relationship entail and how do we track its impact?
- How will the rise of automation impact long-term personnel needs and opportunities?
Teleperformance will provide some best practices and insights.