15: Open Talent and Customer Experience
How the Future Works
English - May 19, 2021 04:00 - 51 minutes - 41.3 MBTechnology Business automation crowdsourcing sourcing digital gigeconomy opentalent outsourcing Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: 14: The Power of Internal Talent Marketplaces
Next Episode: 16: B2B Staff Sharing and Workforce Ecosystems
In this episode Barry and Eleanor discuss the world of Customer Experience (CX) and discuss what makes good CX and why. They discuss how after over a year of managing with the pandemic companies shouldn’t be using COVID as an excuse for poor customer service and they discuss how flexible, remote working models with mixed teams of experts can improve CX by attracting experts to work remotely on flexible terms.
They are joined by Jitender Mohan, Executive Vice President and head of Customer Experience at WNS who discusses WNS’s approach to CX and how they have developed an open talent model based on mixed teams of domain experts working flexibly and remotely as part of hybrid WNS teams.