TP Talks Podcast
TP Talks Podcast provides insightful and educational digital transformation content to inspire ideas and keep you updated on the latest CX and Business Services industry topics, solutions, and trends - featuring leading Industry thought leaders. Whether it's solutions like customer service, sales, digital automation, back-office, or delivery models like work-at-home, we have you covered!
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Three Key Trends Shaping the Future of Customer Acquisition & Digital Sales
07/27/2023
Three Key Trends Shaping the Future of Customer Acquisition & Digital Sales
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 with CISCO shares: Insights on building a clearer understanding of your ideal customer profile and their buying journey How to leverage AI & technology that enables you to do more with less Best Practices to ensure your customer support teams are revenue generators Speakers: Lewis Taylor, Vice President of CX Services with CISCO Michael Aronowitz, EVP of Digital Sales & Strategy with Teleperformance
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The Future Of Collections & Empathetic CX Amid Economic Uncertainty
04/19/2023
The Future Of Collections & Empathetic CX Amid Economic Uncertainty
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 it impact brands’ ability to properly resource their contact centers, and then empower those teams to collect from worried customers? In this podcast, Craig Paterson, SVP Specialty Operations with GM Financial and Brian Cantor, Managing Director with IQPC’s Customer Management Practice division separate fact from fiction when it comes to risk levels and answer pressing questions on the future of collections in 2023, how to use technology and AI to not only survive but thrive. They will share their: Assessment on the present risk of payment delinquencies and what we can expect going into 2023 Success stories and steps brands should be taking right now to maximize results and customer satisfaction Best practices on combining data, technology, and strategy to build the most proactive, customer-centric, and effective collections initiative, one that will excel no matter how the economic landscape evolves Insights on the rise of Machine Learning, Automation and AI, the demand for empathetic engagement, and the need to rethink employee experiences Speakers: Craig Paterson, SVP of Specialty Operations with GM Financial Brian Cantor, Managing Director with IQPC’s Customer Management Practice division Roni Teson, VP and Collections Expert with Teleperformance
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Effective Quality & Skills Required to be a Great Sales Leader
04/04/2023
Effective Quality & Skills Required to be a Great Sales Leader
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
02/22/2023
Top 5 Predictions in the Healthcare Industry in 2023
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 of the continuum. Speakers: Pranam Ben – Founder and CEO at The Garage Himadri Sarkar - EVP and Global Head of Consulting at Teleperformance
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Marriott International’s 3 Key Ingredients to Award Winning Customer Experience
01/30/2023
Marriott International’s 3 Key Ingredients to Award Winning Customer Experience
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, Marriott’s strong people-first culture has ensured success even in the most challenging times. From wage rate increases to focusing on employee welfare programs and career growth, to re-skilling and providing flexible work environments, Marriott has successfully closed talent gaps and attracted the right talent to wow their customers. These efforts have led to Marriott winning the coveted Global Traveler’s “Best Frequent-Stay Customer Service Award” for two consecutive years.. Join Shannon Patterson, Senior Vice President with Marriott International, as she shares: Insights on Marriott’s award-winning customer engagement service delivery models Success stories, wins and outcomes from Marriott’s people-first culture on Marriott’s contact centers Best Practices on what it takes to overcome labor issues and attract and retain talent today Speakers: Shannon Patterson, Senior Vice President with Marriott International Rebecca Brown, Executive Vice President, Teleperformance
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AI and Analytics Powering the Future of Sales
10/26/2022
AI and Analytics Powering the Future of Sales
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, digital format that retains the human element of in-person shopping. In recent years, analytics have evolved and become the backbone of sales programs. It’s vital to use the best tools to obtain accurate data and thus, generate ample revenue. In addition, sales data help you identify hindrances that diminish your sales rate so you can find a solution as soon as possible. In this podcast, Michael Aronowitz and Sid Mukherjee focus on how we utilize data and analytics to increase conversion rates, the role of AI in the sales domain and what we can expect in 2023. Speakers: Sid Mukherjee - Chief Digital Officer with Teleperformance Michael Aronowitz - Sales CX leader with Teleperformance
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Digital Health and Transformation for a Digital Future
10/12/2022
Digital Health and Transformation for a Digital Future
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 from the offset – assessing needs, and advising on treatment and care. In this podcast, Paddy Padmanabhan, CEO with Damo Consulting will share: Actionable insights on the future of Healthcare in the new normal The growing role of digital health and digital transformation in Healthcare Best Practices on developing a robust technology strategy, picking the right technology partners and implementing enterprise digital roadmaps successfully. Speakers - Paddy Padmanabhan, CEO with Damo Consulting Jason Lockbaum - Executive Vice President, Teleperformance
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Luxury CX – Why not serve like a luxury brand?
09/30/2022
Luxury CX – Why not serve like a luxury brand?
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 provide a seamless and comfortable experience. In this podcast, Abhinav and Heather share their Insights on luxury CX & buyer profiles today, best Practices on how brands can treat their customers like a luxury brands and build customer loyalty. Speakers: Abhinav Singh - Vice President, CX Strategist, Teleperformance Heather Romios - Vice President, Marketing, Teleperformance
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How Seagate Technology Realigns Effective CX Strategies by Balancing High-Tech and Human Touch
08/11/2022
How Seagate Technology Realigns Effective CX Strategies by Balancing High-Tech and Human Touch
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 re-strategizing their CX play, and some new strategies are here to stay. Customer experience leaders need to adjust the design and implementation of customer journeys. Join Allen Ng, Director of Customer Support with Seagate Technology, as he shares: Insights into a balanced global CX landscape Maximizing efficiencies in work at home deployments, channel and shoring strategies, and multilingual hubs Best Practices to balancing High-Tech with Human Touch Speakers: Allen NG -Director of Customer Support, Seagate Technology Tom Gebhart - Tom Gebhart, Senior Vice President, Teleperformance
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Next Generation Performance Analytics
08/04/2022
Next Generation Performance Analytics
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 Teleperformance Kurt Leiblich, Senior Vice president with Teleperformance
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Ensuring Sales program Success with the Right People, Talent and Processes
06/27/2022
Ensuring Sales program Success with the Right People, Talent and Processes
In this podcast, Michael and Stephanie discuss best practices and insights on ensuring the success of sales programs. Owing to the nature of programs, sales programs, in general, have a shorter runway as compared to other types of programs. Timelines are extremely critical and the timeframes to launch are important factors to consider. It's important to understand historical trends, ramp to efficiency, the importance of interaction analytics, and other important indicators. You need to begin by setting parameters to measure success, build KPIs, setting up the right data parameters, and analyzing the right data, and reporting structures around it. Data is the most important step in ensuring success. Michael will also share examples on setting up for successful sales campaigns, and what not to do. Speakers: Michael Aronowitz Executive Vice President, Digital Sales and Strategy, Teleperformance Stephanie Millner Global Executive, Vice President CX Management Teleperformance
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Progress is Opening the World of Travel
06/23/2022
Progress is Opening the World of Travel
In this podcast, Rebecca Brown from Teleperformance and Craig Astridge with the International Air Transport Association (IATA) talk about insights and findings from IATA’s Economic Forecast and the challenges airlines are currently facing as the pandemic recedes. You will get insights on when air travel will resume back to pre-covid levels and what can be expected over the next few years as airlines navigate the challenges the industry is facing. Craig will share his best practices to overcome these challenges as passenger numbers begin to rise. Find out more as Craig answers these questions and more! Speakers: Craig Astridge - Director, Global Sales, Commercial Product & Services at IATA Rebecca Brown - Travel CX Leader, Teleperformance
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Nailing the Experience: How to Transform Customer Experience to be More Efficient
06/09/2022
Nailing the Experience: How to Transform Customer Experience to be More Efficient
Elsia Casale from Teleperformance and Janesh Patel with Wyndham Hotels and Resorts Group talk about the technological innovations born during the covid-19 pandemic and how it has changed not only the workforce capabilities but also how customers experience Wyndham Hotels. By developing and leveraging internal technological innovations, optimizations, and updates, Wyndham has evolved their information technology, employee agent and customer experiences, moved to a 100% cloud technology, and implemented a very intelligent version of AI to support the customer, hotel staff, and call center agent experience over the last two years. In this podcast learn about each of the implemented programs and associated successes that Wyndham has experienced from these technological leaps and bounds forward as Janesh describes each of the innovations, optimizations, and updates and how Wyndham has progressed through each step of the implementation process to be where they are today. Speakers: Janesh Patel - Group Vice President, Global Contact Center and Franchise System Support at Wyndham Hotels & Resorts Group Elsia Casale - Travel CX Leader with Teleperformance
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Bringing Back the Essence of Hospitality
05/23/2022
Bringing Back the Essence of Hospitality
Cindy Novotny is a leader in the hospitality and travel industry. Working in the luxury hotel space with travel advisors, private aviation, restaurant groups, and global entertainment theme parks, she has helped thousands of executives improve their sales, service, and leadership skills. It is imperative that the travel and hospitality sectors prepare for the eventual travel surge to come as a result of pent-up demand. Join Cindy Novotny as she shares her insights and best practices on preparing for the travel surge, helping your employees stay relevant and focused on the guests, and overcoming the impact of “The Great Resignation”. During the pandemic, Cindy traveled throughout the USA to Mexico, Saudi Arabia, Dubai, Italy, Switzerland, and many other great destinations delivering a realistic but inspirational message. Travel is her life, and it is exciting to have her join us to discuss trends, customer service, and leadership challenges that will set us up for future success. Speakers Cindy Novotny - Managing Partner of Master Connection Associates Rebecca Brown – Executive Vice President, Travel at Teleperformance
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Keys to Operational Success in Sales Programs
05/11/2022
Keys to Operational Success in Sales Programs
In this edition of our Sales focused podcast series, Michael and Stephanie are going to focus on the operational success of sales programs. From identifying objectives/profiles, finding the right location, collaborating with the right partner, to hiring the right people, they will dive deeper into know-how and share insights on launching successful sales programs in 2022, ensuring sales program success in the ever-changing wave of working from home environment, best practices to recruitment, and finding the right talent. Speakers: Michael Aronowitz Executive Vice President, Digital Sales and Strategy, Teleperformance Stephanie Millner Global Executive, Vice President CX Management Teleperformance
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Emerging Payments and the Crypto Landscape Today
04/27/2022
Emerging Payments and the Crypto Landscape Today
Emerging payments and digital assets are generating significant market interest and already disrupting traditional financial services. firms in the enterprise space are beginning to leverage technologies developed and tested in the crypto market through blockchain technology in their payments and settlement, record keeping, securitization, and trading platforms. With increased adoption and mainstreaming of digital assets, multiple commercial opportunities and first-mover advantages are springing up as well as for the financial services industry and those native to crypto. However, the evolving ecosystem is raising new risks unique to the crypto market, such as compliance constraints and private key management. Hence, the resulting emergence of new operators offering services that allow both institutional and private players to access and operate as part of the crypto ecosystem, and use their funds or hold their digital assets safely. In this podcast, we will dive deeper into understanding emerging payments, the role of crypto assets, their adoption, and how they will impact the existing payment infrastructure. Speakers: Mamta Rodrigues - Vice President, President for Financial Services, Teleperformance Patrick Guckes, Executive Vice President, Financial Services with Teleperformance
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High-Performance Team Coaching Techniques and Recipe’s for Success
03/25/2022
High-Performance Team Coaching Techniques and Recipe’s for Success
In this podcast, Mary McCarthy with Microsoft and Athina Karahogiti will reflect on their career journeys, successes, and life lessons. We will celebrate the achievements of these successful female executives. We hope you will be inspired by hearing their advice on subjects such as: Mary’s Journey Current team Coaching level improvement above 90% 5 – G methodology (Mary’s innovation) & Recipe for success 6 conditions of High-Performance team coaching Coaching technique from a psychological perspective Self-coaching Speakers: Mary McCarthy – Readiness People & Culture Lead, Modern Life, Gaming & Customer Service with Microsoft Athina Karahogiti– Executive Vice President, Teleperformance
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The Future of CX in the New Economy
03/02/2022
The Future of CX in the New Economy
In this TP Talks podcast, we talk about all things CX in the New Economy! Most new economy products and services have a larger part of the Customer Journey happening online. In effect, delivering great CX is much harder for new economy firms. From creating awareness about the product or service to building trust in its fulfillment, to gaining commitment from the customer for purchase, and finally building advocacy or word of mouth promotion, the journey is complex and interesting! Abhinav Singh, Vice President and CX strategist, and Heather Romios, Vice President of Marketing with Teleperformance will share insights, best practices, and real-world success stories on designing CX solutions for brands and helping them generate more revenue at a lower cost to serve. Speakers: Abhinav Singh - Vice President, CX Strategist, Teleperformance Heather Romios - Vice President, Marketing, Teleperformance
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Preparing Your Digital Sales Programs for Success in 2022
12/13/2021
Preparing Your Digital Sales Programs for Success in 2022
The pandemic has super-charged the customer’s digital mindset and fueled the expectation for multiple channels and tools to help them make a purchase decision today. As a result, companies have had to evolve their own systems and processes to build engagement and meet their buyer at a place and time of their choosing. In this edition of our Digital Sales-focused podcast series, Michael Aronowitz and Stephanie Millner will explore learnings from 2021. What took them by surprise, for example, labor shortage, wage rates going up, retaining talent, and more. They will also discuss what worked and what did not. For example, many companies should have focused their efforts on implementing digital tools and technology to cross-sell and upsell better. This would have enabled them to lower their cost per call, drive additional revenues and create higher lifetime value. They will also discuss what to expect in 2022 and how you should prepare for it. Speakers: Michael Aronowitz - Executive Vice President, Digital Sales, and Strategy, Teleperformance Stephanie Millner - Global Executive, Vice President CX Management Teleperformance
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Combating Hiring Challenges in the US
11/17/2021
Combating Hiring Challenges in the US
The US market is facing its most severe labor shortage in decades. Contact centers are struggling to recruit, retain, and engage their employees. At the same time, customers now increasingly expect the contact center to handle complex interactions with an aura of empathy, critical thinking, and personalization. When customers encounter contact centers that meet these criteria, they are 95% more likely to support the brand. How can companies close the talent gap in this challenging environment? How can they not only attract the right talent, but also provide them with the tools and know-how to wow customers? Join Brian Cantor, Principal Analyst & CCW Digital Director for IQPC's Customer Management Practice, as he shares: Best Practices and what it takes to attract and retain talent today Insights from research and real-life case studies about how the role of the agent is changing Tips on how companies can prepare their agents to meet a higher standard for service and organizational impact
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Asynchronous Messaging - The Future of Customer Interaction
09/29/2021
Asynchronous Messaging - The Future of Customer Interaction
Billions of consumers use asynchronous messaging with friends daily. Consumers today, have shifted the expectations of engagement and have allowed brands to communicate with them at a place and time of their choosing. Digitally savvy customers are preferring chat and messaging as their preferred channel of interaction. To summarize, Asynchronous service options meet customers “where they live”! In this podcast, the focus will be on the rise of Asynchronous messaging, usage of messaging as a channel of interaction, benefits, the role of automation driven technology within messaging, recommendations, and best practices to implementing asynchronous messaging as a channel to connect with customers. Speakers: Amit Luthra, SVP Operations, Teleperformance Rajan Ghosh, Customer Experience Strategist, Teleperformance
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Transforming in the Face of Adversity
09/15/2021
Transforming in the Face of Adversity
Women continue to face challenges in the corporate environment but we have come a long way. We can energize one another as we share our stories along with the challenges we have overcome. In this podcast, Maureen Fahey – Senior Vice President, US Bank - will reflect on her life lessons, her journey from beginning as a teacher to Risk Management, Compliance, Governance, and more with US Bank. We will celebrate the achievement of these successful female executives, their career journey, and life stories. Rupa Ramamurthy – Executive Vice President, Teleperformance - moderates and shares some of her own! We hope you will be inspired by hearing their advice on subjects such as: Balancing professional and personal life Finding your voice and passion Transforming in the face of adversity Leading and thriving in innovative and disruptive environments Speakers: Maureen Fahey - Senior Vice President, US Bank Rupa Ramamurthy – Executive Vice President, Teleperformance
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Human Consequence of Automation
08/02/2021
Human Consequence of Automation
With 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.
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Reaching New Sales Frontiers with Video/Live Selling
07/28/2021
Reaching New Sales Frontiers with Video/Live Selling
When it comes to real-time interactions, customers want experiences that are as similar to IRL (in real life) as possible. Online engagement with live video can better educate online visitors about your products; which can shorten the buying cycle.
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Stop Sabotaging your Career
06/25/2021
Stop Sabotaging your Career
Dr. Frankel is a pioneer in the field of business coaching. Her international bestsellers such as Nice Girls Don't Get the Corner Office and Stop Sabotaging Your Career have taken the world by storm and been translated into 25+ languages.
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Leveraging Data and Analytics to Drive Sales Revenue
06/23/2021
Leveraging Data and Analytics to Drive Sales Revenue
In this edition of our Sales podcast, Michael and Stephanie share their insights on leveraging data and analytics to facilitate effective sales strategies. Michael will share his insights and best practices on analyzing the data, automating reports, understanding buying and non-buying signs, using the data to influence buys or solve problems. Michael also shares examples of how customer service and sales should go hand in glove to drive revenue and opportunities to cross-sell and upsell.
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Leveraging Tools, Technology and Data to Facilitate Effective Sales Strategies
05/13/2021
Leveraging Tools, Technology and Data to Facilitate Effective Sales Strategies
Michael and Stephanie share their insights on combining tools, technology, and data to facilitate effective sales strategies. Successful organizations marry the data and analytics with available tools and technology to make them smarter, better, faster, and safer. Michael will share his insights and best practices on using the data and leveraging different sales playbooks for a variety of calls to increase sales conversions and agent feedback to empower them and ensure they are successful.
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The Offer You Can't Refuse
04/26/2021
The Offer You Can't Refuse
According to Steven van Belleghem, "March 2020 was the biggest digital transformation course the world has ever seen", and we're living a completely different life, where business and consumers are still adjusting their approach. In this podcast, Steven highlighted the top-three elements companies need to establish to give their customers an offer they can refuse. He also shared highlights on business evolution in the past months and the best adoption performed by companies across the globe.
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Microsoft: Leading the Way in Vested Sourcing
03/22/2021
Microsoft: Leading the Way in Vested Sourcing
Microsoft and Teleperformance have established a broader, more shared partnership with aligned cultural values and goals. Both brands have embraced the concept of driving mutual business outcomes. Extending to corporate social responsibility, for the greater good of the communities they serve, activities include environmental initiatives, skills-based training, and impact sourcing, among others. Learn how to apply this approach to achieve shared-value outcomes within your own partnerships.
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How to Rock your Sales Programs in 2021
02/11/2021
How to Rock your Sales Programs in 2021
Michael Aronowitz, Executive Vice President, Digital Sales, and Solutions, and Stephanie Millner, Vice President, and customer experience strategist with Teleperformance share plenty of insights and best practices to rock your sales programs in 2021. They discuss what 2020 taught us, people have altered the way they shop and what that means for sales, new sales channels that are proving to be effective, and measuring customer effort and the impact on the customer journey to a result the next sale.
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