Latest Automated intelligence Podcast Episodes
How can brands design and deliver seamless customer experiences? (feat. David Avrin and Jim Mitchell)
Questions for now - Compelling perspectives on digital CX - June 27, 2024 11:10 - 30 minutes ★★★★★ - 3 ratingsOn this episode, we discuss the importance of reducing customer effort — and the steps brands can take to design and deliver seamless customer experiences. Today, customers demand speed and efficiency. It is up to brands to rise to that challenge. Research from HubSpot indicates that 9 out of 1...
How can brands deliver experiences that create loyal customer advocates? (feat. Jay Baer, Brittany Hodak and Rajiv Dhand)
Questions for now - Compelling perspectives on digital CX - May 30, 2024 10:50 - 43 minutes ★★★★★ - 3 ratingsOn this episode, we discuss a longstanding focus for customer experience (CX) leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth. According to Nielsen, 88% of consumers trust recommendations from friends and family over all other forms of advertisin...
What is the Frank And Oak secret for adapting to changing customer preferences?
Questions for now - Compelling perspectives on digital CX - April 29, 2024 08:30 - 21 minutes ★★★★★ - 3 ratingsOn this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy. Founded in 2012 as an online-only menswear retailer, Frank And Oak used data and in...
What trends are shaping customer experiences in 2024?
Questions for now - Compelling perspectives on digital CX - March 27, 2024 10:30 - 27 minutes ★★★★★ - 3 ratingsOn 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 lev...
How can employee-facing technology improve your customer experience?
Questions for now - Compelling perspectives on digital CX - February 27, 2024 09:30 - 24 minutes ★★★★★ - 3 ratingsOn 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 efficient...
Has the time come to prioritize voice-first experiences?
Questions for now - Compelling perspectives on digital CX - January 11, 2024 09:30 - 31 minutes ★★★★★ - 3 ratingsOn 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, incre...
Are these digital CX resolutions on your list for 2024?
Questions for now - Compelling perspectives on digital CX - December 08, 2023 23:34 - 20 minutes ★★★★★ - 3 ratingsOn 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 preference...
What do people get wrong about automation?
Questions for now - Compelling perspectives on digital CX - November 14, 2023 14:30 - 26 minutes ★★★★★ - 3 ratingsOn 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 automati...
How can start-ups achieve the same world-class customer experience as a Fortune 500 company?
Questions for now - Compelling perspectives on digital CX - October 13, 2023 18:46 - 26 minutes ★★★★★ - 3 ratingsOn 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 a...
How can brands rethink data security to maintain customer trust?
Questions for now - Compelling perspectives on digital CX - September 07, 2023 17:51 - 31 minutes ★★★★★ - 3 ratingsOn 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 o...
How can brands leverage innovation to recruit top-tier talent?
Questions for now - Compelling perspectives on digital CX - July 31, 2023 19:42 - 25 minutes ★★★★★ - 3 ratingsThe 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 emp...
How do customer expectations change in difficult economic climates?
Questions for now - Compelling perspectives on digital CX - June 29, 2023 16:43 - 21 minutes ★★★★★ - 3 ratingsOn 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 custome...
How can brands keep up with algospeak?
Questions for now - Compelling perspectives on digital CX - May 25, 2023 21:13 - 21 minutes ★★★★★ - 3 ratingsOn 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 man...
A trailer for now: Questions for now - Compelling perspectives on digital CX
Questions for now - Compelling perspectives on digital CX - May 18, 2023 18:42 - 59 seconds ★★★★★ - 3 ratingsWho, 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...
Matt Dixon on overcoming customer indecision
Questions for now - Compelling perspectives on digital CX - August 17, 2022 19:08 - 25 minutes ★★★★★ - 3 ratings(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 ban...
Professor Ryan Hamilton on COVID-19 consumer decision making (two years later)
Questions for now - Compelling perspectives on digital CX - March 10, 2022 13:40 - 29 minutes ★★★★★ - 3 ratingsOn 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 impac...
Professor Ryan Hamilton on COVID-19 consumer decision-making (two years later)
Questions for now - Compelling perspectives on digital CX - March 10, 2022 13:40 - 29 minutes ★★★★★ - 3 ratingsOn 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 impac...
Seth Earley on setting the groundwork for AI implementation
Questions for now - Compelling perspectives on digital CX - February 18, 2022 14:41 - 33 minutes ★★★★★ - 3 ratings(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 strateg...
Bitpanda on the future of investing
Questions for now - Compelling perspectives on digital CX - December 06, 2021 23:11 - 25 minutes ★★★★★ - 3 ratings(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, cry...
How a modern fintech is transforming traditional banking
Questions for now - Compelling perspectives on digital CX - November 23, 2021 02:14 - 20 minutes ★★★★★ - 3 ratings(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...
First time listening? Start here
Questions for now - Compelling perspectives on digital CX - November 08, 2021 14:01 - 11 minutes ★★★★★ - 3 ratings(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! Her...
Spotify and the future of intelligent automation
Questions for now - Compelling perspectives on digital CX - October 25, 2021 12:47 - 35 minutes ★★★★★ - 3 ratings(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 ...
How to engage a remote workforce with technology
Questions for now - Compelling perspectives on digital CX - October 12, 2021 22:10 - 35 minutes ★★★★★ - 3 ratings(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 Wo...
Tackling modern governance with Diligent
Questions for now - Compelling perspectives on digital CX - September 27, 2021 16:56 - 28 minutes ★★★★★ - 3 ratings(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 gov...
How Aura is building customer trust while combating fraud
Questions for now - Compelling perspectives on digital CX - September 13, 2021 10:17 - 21 minutes ★★★★★ - 3 ratingsOn 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 wav...
Innovating cellular technology with Marty Cooper, inventor of the mobile phone
Questions for now - Compelling perspectives on digital CX - August 30, 2021 14:31 - 23 minutes ★★★★★ - 3 ratingsIt'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...
Coding the future with Sinead Bovell
Questions for now - Compelling perspectives on digital CX - August 16, 2021 13:39 - 35 minutes ★★★★★ - 3 ratings(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...
The Home Depot on shaping CX with strong values
Questions for now - Compelling perspectives on digital CX - July 26, 2021 12:56 - 28 minutes ★★★★★ - 3 ratings(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...
How Melio uses CX as a brand-defining moment
Questions for now - Compelling perspectives on digital CX - July 12, 2021 16:19 - 28 minutes ★★★★★ - 3 ratings(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 indust...
Is your business plan future-proof?
Questions for now - Compelling perspectives on digital CX - June 22, 2021 12:29 - 26 minutes ★★★★★ - 3 ratings(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...
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