Questions for now - Compelling perspectives on digital CX
121 episodes - English - Latest episode: about 1 month ago - ★★★★★ - 3 ratingsListen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.
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Episodes
What trends are shaping customer experiences in 2024?
March 27, 2024 10:30 - 27 minutes - 51.3 MBOn this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024. Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are looking for from outsourcing partners and much more. Listen for the compelling insights of Annette Franz, founder and...
How can employee-facing technology improve your customer experience?
February 27, 2024 09:30 - 24 minutes - 44.9 MBOn this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience. Tools like agent-assist bots and internal collaboration platforms can enable team members to work effectively and efficiently — in turn, increasing employee engagement and customer satisfaction. Our expert guests share how — and why — technology centered around formulas like the service-profit chain, and TELUS Interna...
Has the time come to prioritize voice-first experiences?
January 11, 2024 09:30 - 31 minutes - 57.3 MBOn this episode, we explore whether voice-first experiences will be as ubiquitous as the internet and smartphones — and how brands can prepare for a voice-first future. Voice technology offers distinct advantages over other forms of inputs, allowing for lower effort customer interactions, increased efficiency and improved accessibility. With recent advancements in generative AI, voice-first experiences – the combined process of voice recognition and natural language processing – have the p...
Are these digital CX resolutions on your list for 2024?
December 08, 2023 23:34 - 20 minutes - 19.1 MBOn this episode, we look back at our first season of Questions for now — and highlight six customer experience (CX) resolutions to consider as your brand rings in the new year. We’ve asked a number of big questions this past season, covering topics like automation, changing customer preferences, algospeak and more. Join us as we recap some of the actionable insights shared by CX thought leaders. Visit our website to learn more about TELUS International.
What do people get wrong about automation?
November 14, 2023 14:30 - 26 minutes - 24.1 MBOn this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX). Questions like: Are automation tools going to replace human agents? Why do up to half of all automation projects fail? Is automation too expensive? Is automation only for the biggest companies? Along the way, we weave in recent data, experiences and thoughts from two expert guests, showing why organizations are increasingly turning to automation to delive...
How can start-ups achieve the same world-class customer experience as a Fortune 500 company?
October 13, 2023 18:46 - 26 minutes - 24.6 MBOn this episode, we discuss how start-ups can deliver exceptional customer experience (CX) with limited resources — and how businesses of all sizes can use these tactics to thrive in a competitive environment. To succeed in the marketplace, start-ups need to provide CX that's seamless, simple and positive. Join us as we discuss how the most successful businesses leverage technology to prioritize empathy and humanity in interactions, all while gaining a deeper understanding of their customer...
How can brands rethink data security to maintain customer trust?
September 07, 2023 17:51 - 31 minutes - 28.7 MBOn this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust. Listen for the compelling insights of Dr. Dave Chatterjee, associate professor, management information systems at the University of Georgia and Steve Jablonski, vice president of information security at TELUS International. The threat landscape is changing and brands can’t treat security as an afterthought. Cybersecurity expert...
How can brands leverage innovation to recruit top-tier talent?
July 31, 2023 19:42 - 25 minutes - 23.6 MBThe job market is changing at a faster pace than ever, and to keep up, brands need to continually recalibrate their recruitment processes to ensure they’re attracting top candidates. A shift in strategy and the leveraging of technology and automation can help companies position themselves as employers of choice. On this episode, we discuss talent recruitment in a competitive job market — and the ways brands can innovate to stand out. Listen for the compelling perspectives of Tricia Williams...
How do customer expectations change in difficult economic climates?
June 29, 2023 16:43 - 21 minutes - 19.5 MBOn this episode, we discuss how customer expectations change in difficult economic climates — and the ways brands can adapt. Listen for insights from Charles Lindsey, associate professor of marketing at University at Buffalo School of Management, and Pete Tapley, former vice president of customer experience innovation at TELUS International. Rising inflation is making consumers think twice, and think differently, about their purchases. Likewise, many brands are working with tighter budgets,...
How can brands keep up with algospeak?
May 25, 2023 21:13 - 21 minutes - 19.5 MBOn this episode, we discuss algospeak — online language meant to evade algorithmic detection — and how you can keep up. Listen for the compelling perspectives of Dr. Jamie Cohen, assistant professor at Queens College, City University of New York, and Siobhan Hanna, former vice president and managing director of AI Data Solutions at TELUS International. A combination of 'algorithm' and 'speak,' algospeak is the collection of codewords, slang, deliberate typos, emojis and the use of differe...
A trailer for now: Questions for now - Compelling perspectives on digital CX
May 18, 2023 18:42 - 59 seconds - 924 KBWho, what, when, where, why and how. Introducing Questions for now, a podcast from TELUS International sharing compelling perspectives on the digital customer experience (CX). Join host Robert Zirk as he asks big thinkers today’s big questions. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of actionable insights that listeners can apply in their organizations today. Subscribe and listen to Questions for now on your podcast pla...
Matt Dixon on overcoming customer indecision
August 17, 2022 19:08 - 25 minutes - 23 MB(Previously recorded as TELUS International Studios) Customer experience analyst and best-selling author, Matt Dixon, sits down with TELUS International Studios to share insights from his new book, "The JOLT Effect: How high performers overcome customer indecision." Matt takes us through the bane of every salesperson's existence: a long customer courtship that ends with an "I’ll think about it." Leveraging a first-of-its-kind study that analyzed 2.5 million documented sales conversations th...
Professor Ryan Hamilton on COVID-19 consumer decision-making (two years later)
March 10, 2022 13:40 - 29 minutes - 26.9 MBOn this episode of TELUS International Studios, we're joined by a returning guest: Professor Ryan Hamilton of Emory University and the co-author and co-host of The Intuitive Customer, a book and podcast series by the same name. Ryan joined us back in June 2020, where we first discussed the impact of COVID-19 on consumers and brands around the world. We caught up with Ryan to see what's changed since then. Tune in to hear us break down his most recent research on the science of decision makin...
Professor Ryan Hamilton on COVID-19 consumer decision making (two years later)
March 10, 2022 13:40 - 29 minutes - 26.9 MBOn this episode of TELUS International Studios, we're joined by a returning guest: Professor Ryan Hamilton of Emory University and the co-author and co-host of The Intuitive Customer, a book and podcast series by the same name. Ryan joined us back in June 2020, where we first discussed the impact of COVID-19 on consumers and brands around the world. We caught up with Ryan to see what's changed since then. Tune in to hear us break down his most recent research on the science of decision makin...
Seth Earley on setting the groundwork for AI implementation
February 18, 2022 14:41 - 33 minutes - 30.8 MB(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Seth Earley, consultant and award-winning author of The AI Powered Enterprise. Seth has more than twenty years of expertise in data and information architecture, knowledge strategy, search based applications and information findability solutions. In the conversation, Seth shares advice for business leaders looking to incorporate AI solutions into their support model. Tune in ...
Bitpanda on the future of investing
December 06, 2021 23:11 - 25 minutes - 23.6 MB(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Lukas Enzersdorfer-Konrad, chief product officer at Bitpanda. The company is an all-in-one digital platform used for investing in stocks, exchange traded funds (ETFs), metals, cryptocurrencies and crypto indices. Tune in to hear Lukas' take on hot-button issues in the investing space including meme stocks, building trust in the face of crypto scams, like Squidcoin, and what t...
How a modern fintech is transforming traditional banking
November 23, 2021 02:14 - 20 minutes - 19.1 MB(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Ante Spittler, co-founder and CEO of Moss. The company offers an all-in-one solution for intelligent spend management, with the aim to be the leading financial management platform for businesses across Europe. Tune in to hear the origin story of Moss and how it was born from a passion to resolve common pain points in the customer experience. Ante also shares insight in how fi...
First time listening? Start here
November 08, 2021 14:01 - 11 minutes - 10.8 MB(Previously recorded as TELUS International Studios) TELUS International Studios invites industry thought leaders and decision makers from the world's most disruptive brands for in-depth conversations on the latest in digital customer experience and technology. First time listening? Welcome! Here's where to start. For insights on leveraging CX as a brand differentiator and best practices for instilling company culture and values throughout the experience, check out these episodes: Patagoni...
Spotify and the future of intelligent automation
October 25, 2021 12:47 - 35 minutes - 32.3 MB(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Sidney Madison Prescott, global head of intelligent automation at Spotify. Sidney shares her take on the future of artificial intelligence, robotic process automation and machine learning as well as some of the best practices used at Spotify to drive efficiencies. Who are the largest players in AI? Does reinforcement learning work? And how far away are we from roads filled wi...
How to engage a remote workforce with technology
October 12, 2021 22:10 - 35 minutes - 32.8 MB(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Gideon Pridor, chief marketing officer at Workvivo, a comprehensive digital employee engagement platform that has the feel of a social networking site. TELUS International uses Workvivo internally to keep our team members connected. In fact, there are nearly 50,000 active users on the platform daily. Tune in to hear about Workvivo, their mission, and how TELUS International h...
Tackling modern governance with Diligent
September 27, 2021 16:56 - 28 minutes - 26.5 MB(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Dottie Schindlinger, executive director of the Diligent Institute and co-host of the Corporate Director Podcast for Diligent Corporation. Diligent helps companies manage their governance, risk and compliance requirements, and the Diligent Institute serves as the research arm of the organization. Diligent not only enables company leaders to streamline the day-to-day running of...
How Aura is building customer trust while combating fraud
September 13, 2021 10:17 - 21 minutes - 20.3 MBOn this episode of TELUS International Studios, we're joined by Christopher Bray, Chief Revenue Officer at Aura, a digital security start-up that recently achieved unicorn status and caught the attention of high profile investors like Jeffery Katzenberg and Sujay Jaswa. Aura has been making waves recently for its pledge to back customers who suffer losses related to identity theft and fraud with up to one million dollars in coverage. Christopher shares his thoughts on how this offer, as wel...
Innovating cellular technology with Marty Cooper, inventor of the mobile phone
August 30, 2021 14:31 - 23 minutes - 21.5 MBIt's difficult to imagine what modern life would be like without the cellphone. We're constantly using our phones to make everyday life more convenient and enjoyable, from listening to our favorite podcasts, connecting with loved ones, shopping online, ordering takeout, monitoring our health and much more. On this episode of TELUS International Studios, we're joined by Marty Cooper, the inventor of the first ever mobile phone, and author of Cutting the Cord: The Cell Phone Has Transformed H...
Coding the future with Sinead Bovell
August 16, 2021 13:39 - 35 minutes - 32.8 MB(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we're joined by Sinead Bovell, the founder of WAYE, a community where young entrepreneurs learn about business, technology, ethics and the future. Sinead dives into some of the ethical questions that companies using or designing technology need to consider, including how can we ensure marginalized groups are not left behind as technology advances and the need for computer literacy continues ...
The Home Depot on shaping CX with strong values
July 26, 2021 12:56 - 28 minutes - 26.6 MB(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, Mike Jones, senior director of customer care at The Home Depot, explains how an inverted pyramid management style, along with a set of timeless core values, are fundamental to The Home Depot's CX strategy. This approach proved especially valuable over the last 18 months, when the company experienced explosive growth. You won't want to miss Mike's advice for other CX leads navigating busy per...
How Melio uses CX as a brand-defining moment
July 12, 2021 16:19 - 28 minutes - 26.1 MB(Previously recorded as TELUS International Studios) Joining us on the TELUS International Studios podcast is Ingrid Olson, director of customer experience at Melio. Ingrid offers a fresh perspective on the evolution of payment platforms and the technologies behind them, as well as the CX industry as a whole. How can you use CX as a brand defining moment? How can CX teams prove value to their C-suite? What is the best way to handle periods of expansive growth? Ingrid shares her thoughts on ...
Is your business plan future-proof?
June 22, 2021 12:29 - 26 minutes - 24.5 MB(Previously recorded as TELUS International Studios) Joining us on the TELUS International Studios podcast is Aidan Connolly - CEO at Cainthus, and President of AgriTech Capital, and author of the strategic business planning book, ‘2-1-4-3, a Plan for Explosive Business Growth’. Aidan dives into his outlook on the future as a self proclaimed 'unusual leader.' In this episode, you'll hear Aidan's business plan of the future, his outlook on new technologies of the future, and the future of cus...
Is Your Business Plan Future-Proof?
June 22, 2021 08:29 - 26 minutes - 24.5 MBJoining us on the TELUS International Studios podcast is Aidan Connolly - CEO at Cainthus, and President of AgriTech Capital, and author of the strategic business planning book, ‘2-1-4-3, a Plan for Explosive Business Growth’. Aidan dives into his outlook on the future as a self proclaimed 'unusual leader.' In this episode, you'll hear Aidan's business plan of the future, his outlook on new technologies of the future, and the future of customer experience as he sees it. See Privacy Policy ...
Employers as educators
May 22, 2021 00:07 - 43 minutes - 39.8 MB(Previously recorded as TELUS International Studios) COVID-19 restrictions have greatly impacted higher education, leaving students young and old asking the question: “are traditional degrees even worth it anymore?” This question is especially relevant as more and more organizations are offering training/development programs for team members. On this episode of TELUS International Studios, we’re joined by Dan Pontefract, previous Chief Envisioner and Chief Learning Officer at TELUS. Dan lau...
Employers as Educators
May 21, 2021 20:07 - 43 minutes - 40 MBCovid-19 restrictions have greatly impacted higher education, leaving students young and old asking the question: “are traditional degrees even worth it anymore?” This question is especially relevant as more and more organizations are offering training/development programs for team members. On this episode of TELUS International Studios, we're joined by Dan Pontefract, previous Chief Envisioner and Chief Learning Officer at TELUS. Dan launched the TELUS Transformation Office to improve wor...
How Daily Harvest delivers premium CX at scale
May 17, 2021 18:11 - 32 minutes - 29.9 MB(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we’re joined by Joe Gilgoff, VP of Customer Care at Daily Harvest. Since the company’s start, Daily Harvest has been leading the way in centering conversations around easy, accessible, healthful foods - delivered right to your door. Part of the formula that aided in success at Daily Harvest, is the approach to customer care - where customer relationship building is key. Joe himself started ...
How Daily Harvest delivers White Glove CX at Scale
May 17, 2021 14:11 - 32 minutes - 29.9 MBOn this episode of TELUS International Studios, we're joined by Joe Gilgoff, VP of Customer Care at Daily Harvest. Since the company's start, Daily Harvest has been leading the way in centering conversations around easy, accessable, healthful foods - delivered right to your door. Part of the formula that aided in success at Daily Harvest, is the approach to customer care - where customer relationship building is key. Joe himself started his career on the customer care frontlines, and he now ...
Nearform on Solution-Led Transformation
April 30, 2021 14:43 - 34 minutes - 31.6 MBDamien Beresford, Chief Technology Officer at Nearform joins us on this episode of TELUS International Studios. Nearform has been in the spotlight over the last year for their COVID-19 contact tracing developments. Damien deep dives into the process of what it was like tackling the task of a lifetime - from the discovery phase, to working with government leaders, to ultimately designing user-friendly contact tracing services. See Privacy Policy at https://art19.com/privacy and California P...
Brian Solis on the novel economy and Gen-N
April 16, 2021 17:34 - 30 minutes - 28.2 MB(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we’re joined by Brian Solis, global innovation evangelist at Salesforce. Brian wears many other hats as a digital anthropologist, author, and keynote speaker, so there’s no shortage of insights he has to share. From how the pandemic has changed our relationship with technology, accelerated fear and anxiety, to the stress this time has had on the economy and what it all means for your company...
Brian Solis on the Novel Economy and Gen-N
April 16, 2021 13:34 - 30 minutes - 28.2 MBOn this episode of TELUS International Studios, we're joined by Brian Solis, Global Innovation Evangelist at Salesforce. Brian wears many other hats as a digital anthropologist, author, and keynote speaker, so there's no shortage of insights he has to share. From how the pandemic has changed our relationship with technology, accelerated fear and anxiety, to the stress this time has had on the economy, and what it all means for your company. Brian identifies this time as the "novel economy"...
Brian Solis on the Novel Economy and Gen-N
April 16, 2021 13:34 - 30 minutes - 28 MBOn this episode of TELUS International Studios, we're joined by Brian Solis, Global Innovation Evangelist at Salesforce. Brian wears many other hats as a digital anthropologist, author, and keynote speaker, so there's no shortage of insights he has to share. From how the pandemic has changed our relationship with technology, accelerated fear and anxiety, to the stress this time has had on the economy, and what it all means for your company. Brian identifies this time as the "novel...
The Impact of At-Home COVID Testing with LetsGetChecked
March 26, 2021 12:59 - 25 minutes - 23.5 MBOn this episode of TELUS International Studios, we're joined by Richie Foley, SVP of Product and Design at LetsGetChecked. LetsGetChecked are a home diagnostics company providing groundbreaking healthcare accessibility by allowing customers to get medical testing of all types, right from the comfort of their own homes. Their services range from hormone testing, STD and wellness testing, as well as adapting to the pandemic to provide COVID testing. This episode deep dives into what t...
The Impact of At-Home COVID Testing with LetsGetChecked
March 26, 2021 12:59 - 25 minutes - 23.8 MBOn this episode of TELUS International Studios, we're joined by Richie Foley, SVP of Product and Design at LetsGetChecked. LetsGetChecked are a home diagnostics company providing groundbreaking healthcare accessibility by allowing customers to get medical testing of all types, right from the comfort of their own homes. Their services range from hormone testing, STD and wellness testing, as well as adapting to the pandemic to provide COVID testing. This episode deep dives into what the last y...
Preventing Food Waste at Scale
March 17, 2021 20:57 - 29 minutes - 26.6 MBMinnie Fong VP of New Markets, Business Operations and Strategy at Imperfect Foods joins us on this episode of TELUS International Studios. Imperfect Foods has exploded on the scene and now serves as a tentpole for companies with missions centered around sustainability and preventing food waste. Minnie has been with the company from the start, so she shares what the explosion of success and growing pains have been like with the company. See Privacy Policy at https://art19.com/priv...
Preventing Food Waste at Scale
March 17, 2021 20:57 - 29 minutes - 26.9 MBMinnie Fong VP of New Markets, Business Operations and Strategy at Imperfect Foods joins us on this episode of TELUS International Studios. Imperfect Foods has exploded on the scene and now serves as a tentpole for companies with missions centered around sustainability and preventing food waste. Minnie has been with the company from the start, so she shares what the explosion of success and growing pains have been like with the company. See Privacy Policy at https://art19.com/privacy and C...
Annette Franz on tackling CX pain points
March 05, 2021 17:55 - 26 minutes - 24.1 MB(Previously recorded as TELUS International Studios) Annette Franz, founder and CEO of CX Journey, joins us on this episode of TELUS International Studios. Annette has been accelerating the industry for 20 years, analyzing companies and helping them strategically nail CX. In the interview, she also warns companies of the consequences of when CX falls to the wayside. Visit our website to learn more about TELUS International.
An Analyst's Take: Peter Ryan on the Shifts in CX
February 23, 2021 14:16 - 23 minutes - 21.8 MBOn this episode of TELUS International Studios, we chat with Peter Ryan of Ryan Strategic Advisory. A former guest of the podcast way back in 2017, Peter offers a unique approach to which technology has remained on top, how the world of CX has shifted because of the COVID-19 pandemic, the use of analytics to understand your customer base, and how society's needs have changed since then. You can find more from Peter on RyanAdvisory.com and LinkedIn. See Privacy Policy at https://art19.com/...
An Analyst's Take: Peter Ryan on the Shifts in CX
February 23, 2021 14:16 - 23 minutes - 21.6 MBOn this episode of TELUS International Studios, we chat with Peter Ryan of Ryan Strategic Advisory. A former guest of the podcast way back in 2017, Peter offers a unique approach to which technology has remained on top, how the world of CX has shifted because of the COVID-19 pandemic, the use of analytics to understand your customer base, and how society's needs have changed since then. You can find more from Peter on RyanAdvisory.com and LinkedIn. See Privacy Policy at https://a...
How Eyelinez can help virtual engagement
February 05, 2021 12:45 - 39 minutes - 36.5 MBStarting a new business or a side hustle can seem scary, but after years working for the biggest tech companies in the world, Mark Quinn took the plunge. Mark is currently the Head of Engineering Operations at Waymo, and has worked at a very high level for tech giants like Apple, Amazon and LinkedIn. But now, Mark is the Founder and CEO of Eyelinez, a new company looking to engage virtual meetings and conversations with a more meaningful connection. In this episode, Mark shares insights from...
Twilio on digital transformation and software developers
January 14, 2021 19:13 - 28 minutes - 26.3 MBCompanies have had to digitize their business processes at rapid speed due to the COVID-19 pandemic. Twilio is one of the companies keeping very busy during this time by helping the rest of the world's companies adapt to the modern reality of having to do business. We've seen six years of digital transformation happen in under a year - skipping over bureaucracy and decision making that holds up modernization. As many companies move from single channel to multichannel communication, they are...
Twilio on Digital Transformation and Software Developers
January 14, 2021 15:13 - 28 minutes - 26.3 MBCompanies have had to digitize their business processes at rapid speed due to the COVID-19 pandemic. Twilio is one of the companies keeping very busy during this time by helping the rest of the world's companies adapt to the modern reality of having to do business. We've seen six years of digital transformation happen in under a year - skipping over bureaucracy and decision making that holds up modernization. As many companies move from single channel to multichannel communication, they ar...
Best of TELUS International Studios 2020
December 29, 2020 14:07 - 27 minutes - 25.3 MBDuring this extremely difficult year, we have had the privilege to talk to incredible people on TELUS International Studios who have made great strides, predictions, and even offered guidance to employees and business leaders to help make it through this period. Happy new year from all of us at TELUS International! We look forward to having you join us in 2021 for more interviews with top companies and CX leaders. See Privacy Policy at https://art19.com/privacy and California Privacy Not...
The Art of the Possible - COVID-19 Learnings
November 20, 2020 16:12 - 31 minutes - 29.2 MBThe global pandemic forced many companies all over the world to accelerate their digital transformation. On this episode of TELUS International Studios, we're joined by Jim Radzicki, the Chief Technology Officer of TELUS International, who shares the many pieces of the digital transformation puzzle during these unprecedented times. Adapting to a work from home model takes more than just sending employees home. From maintaining corporate culture and employee engagement, to enforcin...
The Art of the Possible - COVID-19 Learnings
November 20, 2020 16:12 - 31 minutes - 29.4 MBThe global pandemic forced many companies all over the world to accelerate their digital transformation. On this episode of TELUS International Studios, we're joined by Jim Radzicki, the Chief Technology Officer of TELUS International, who shares the many pieces of the digital transformation puzzle during these unprecedented times. Adapting to a work from home model takes more than just sending employees home. From maintaining corporate culture and employee engagement, to enforcing the pow...
How Patagonia's employee engagement leads to great CX
September 24, 2020 19:41 - 40 minutes - 37.7 MB(Previously recorded as TELUS International Studios) It makes good business sense: happy employees lead to happy customers. On this episode, Evelyn Doyle, HR Director EMEA at Patagonia talks to us about how empowering employees to be a part of something bigger is the secret that’s stitched into Patagonia’s fabric. Culture, purpose, and being part of a change is something that Patagonia has taken very seriously since day one. By encouraging team members to take part in climate action protest...