Best CX Futurist Podcasts (2024)

1
What does customer loyalty look like in the age of AI? (feat. Shep Hyken and Colin Shaw) 33:16

23d ago33:16

33:16

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers. According to TechSee, a visual customer experience solutions provider and technology partner of TELUS Digital, more than one in …

1
How can you act as a customer experience change agent in your organization? (feat. Blake Morgan and Lori Branton) 29:53

2M ago29:53

29:53

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On this episode, we explore customer-focused leadership — and the steps CX leaders can take to cultivate and champion a customer-centric culture in their organizations. Customer centricity goes beyond providing good customer service, relying on company leadership to consider eve…

1
How can brands design and deliver seamless customer experiences? (feat. David Avrin and Jim Mitchell) 30:59

3M ago30:59

30:59

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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…

1
How can brands deliver experiences that create loyal customer advocates? (feat. Jay Baer, Brittany Hodak and Rajiv Dhand) 43:04

4M ago43:04

43:04

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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 for…

1
What is the Frank And Oak secret for adapting to changing customer preferences? 21:19

5M ago21:19

21:19

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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 …

1
What trends are shaping customer experiences in 2024? 27:51

6M ago27:51

27:51

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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 oppo…

1
How can employee-facing technology improve your customer experience? 24:32

7M ago24:32

24:32

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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 effective…

1
Has the time come to prioritize voice-first experiences? 31:14

8M ago31:14

31:14

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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 int…

1
Are these digital CX resolutions on your list for 2024? 20:49

10M ago20:49

20:49

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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 cust…

1
What do people get wrong about automation? 26:10

10M ago26:10

26:10

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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 expensi…

1
How can start-ups achieve the same world-class customer experience as a Fortune 500 company? 26:44

11M ago26:44

26:44

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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 se…

1
How can brands rethink data security to maintain customer trust? 31:16

1y ago31:16

31:16

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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…

1
How can brands leverage innovation to recruit top-tier talent? 25:38

1y ago25:38

25:38

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. The 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 …

1
How do customer expectations change in difficult economic climates? 21:07

1y ago21:07

21:07

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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 pre…

1
How can brands keep up with algospeak? 21:11

1+ y ago21:11

21:11

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. On 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 p…

1
A trailer for now: Questions for now - Compelling perspectives on digital CX 0:59

1+ y ago0:59

0:59

Note: Since publishing this trailer, we’ve rebranded to TELUS Digital. Who, 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 bel…

1
The Impact of Credit Risk Management on CX & Collections 17:59

1+ y ago17:59

17:59

In this episode, Pre-Sales Solutions Consultant and credit risk management expert, Don Mills discusses how understanding risk early in the customer’s lifecycle can drive actionable insights downstream. Businesses that think about an integrated credit risk management and collections strategy and share interconnected data are having a significant imp…

1
Functional Fixedness, Innovation, AI and How Leaders Can Think Outside the Box 34:40

1+ y ago34:40

34:40

In this episode, Sidetrade’s UI/UX Researcher, Dr. Wolé Adaramoye discusses the concept of functional fixedness, inherent biases and how leaders can break away from the status quo to think differently, drive innovative thinking and problem solve with alternative approaches.

1
New Year, New CFO Focus on Operational Continuity, AI & Working Capital Management 15:47

1+ y ago15:47

15:47

In this episode, the Head of Global Presales at Kyriba, Tom Gavaghan discusses the CFO’s focus in the New Year on operational continuity, being more prescriptive, the convergence of finance and IT and how to leverage AI in working capital management.By Sidetrade

1
e-Invoicing Mandates & Frameworks 2023 Preview 14:37

1+ y ago14:37

14:37

In this final episode of 2022, Sidetrade’s AVP of Product Management for e-Invoicing, Bryan Pederson discusses how to prepare for global e-Invoicing mandates, if continuous transaction controls will come to North America, 2023 automation, technology and data trends, and how to avoid AP portal headaches in the New Year.…

1
Finance Transformation Pitfalls to Avoid in 2023 13:32

2y ago13:32

13:32

In this episode, Sidetrade’s Director of Customer Success, Andrea Baker discusses the five finance transformation pitfalls that teams need to avoid in 2023 – from investments in RPA only to relying on historical data and associating technology with headcount reduction.By Sidetrade

1
Order-to-Cash Predictions for 2023 8:24

2y ago8:24

8:24

In this episode, Sidetrade’s Order-to-Cash Specialist, Darrin Brown discusses the top predictions in the order-to-cash space for 2023, where CFOs are placing bets on spend, and how inflation and the current market climate will affect next year’s finance transformation projects.By Sidetrade

1
The Next Generation of Cash Application 15:30

2y ago15:30

15:30

In this episode, Sidetrade’s AVP of Cash Application, Kurtis Heister discusses some of the biggest challenges with the cash application process today, how technology has evolved from OCR to AI and collaborative intelligence, and a sneak preview into how Sidetrade is disrupting the cash application space.…

1
Uncovering Synergies Between AR & AP 18:12

2y ago18:12

18:12

In this episode, Head of Sales at OpenEnvoy, Bill Aston discusses the push-pull relationship between accounts receivable and accounts payable. The idea of bringing AR and AP together in the future requires a holistic approach - especially embracing changes in technology, processes and data with e-invoicing.…

1
The CEO-CFO Partnership and Driving M&A Success 12:13

2y ago12:13

12:13

In this episode, former CFO and current CEO of Brevis, Amit Dass discusses the important relationship between the CEO and CFO especially as CFOs are more involved than ever in every stage of the M&A process – from due diligence to integration.By Sidetrade

1
A CFO’s Guide to Cryptocurrencies, Blockchain & Digital Disruption 25:22

2y ago25:22

25:22

In this episode, Founder of Metafi, data scientist, cryptocurrency and tech investor and entrepreneur and published author, Peter Saddington discusses cryptocurrencies, blockchain and how enterprise CFOs and finance teams can begin thinking about these disruptive technologies to complement current financial networks and business models.…

1
The Future of e-Invoicing and the B2B Invoice Exchange Framework 22:25

2y ago22:25

22:25

In this episode, AVP of e-Invoicing at Sidetrade, Bryan Pederson and Founder and CEO of Receivable Savvy, Ernie Martin discuss the common pitfalls suppliers face with electronic invoicing, the strong correlation between e-Invoicing and DSO, and the joint effort of the Federal Reserve and the Business Payments Coalition in the U.S. to begin an opera…

1
From Digital to Finance Transformation 14:36

2y ago14:36

14:36

In this episode, Managing Director, Finance and Business Services Transformation at KPMG, Kim Huddle discusses the emergence of finance transformation to make changes and investments across people, process, technology and data to transform and evolve the finance department. Leading finance transformation organizations have a lower cost of doing bus…

1
Finance as a Strategic Advisor to the Business 15:19

2y ago15:19

15:19

In this episode, VP of Finance in SaaS, Carrie Gurowitz discusses the strategic advisory role of finance, how to scale a global organization, the implications of multiple entities from an M&A integration, the financial metrics to watch, and what to think about when you’re implementing systems and automation into your finance strategy.…

1
Matt Dixon on overcoming customer indecision 25:08

2y ago25:08

25:08

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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: …

1
Finance to Futurist FinTech Spotlight: QV Systems 21:36

2y ago21:36

21:36

In this special Finance to Futurist FinTech Spotlight episode, Founder & CEO of QV Systems, Daniel Layne discusses his FinTech origin story from innovating as a SaaS company to focusing on the B2B customer experience, building the network effect and leveraging prescriptive analytics to create a future-ready financing platform.…

1
Inflation-Proofing Through Receivables 13:51

2y ago13:51

13:51

In this episode, Director, Customer Success at Sidetrade Andrea Baker discusses best practices for finance teams to free up cash and fight inflation. Protecting and accelerating cash flow has never been so critical as bad debt risk and inflation are dramatically increasing everywhere. In today’s market climate, the cost of doing business is increas…

1
e-Invoicing Standardization, the Network Effect & Continuous Transaction Controls 24:20

2y ago24:20

24:20

In this episode, AVP of e-Invoicing at Sidetrade, Bryan Pederson and CEO and Chairman of the Board of OFS Portal LLC and Chair of PIDX International, Chris Welsh discuss a global initiative to improve the way buyers and suppliers transact on the open market, what global e-Invoicing standardization looks like, and the trends towards continuous trans…

1
The Impact of Technology Efficiencies on Cash Flow, CX & Retention 15:14

2y ago15:14

15:14

In this episode, Manager of Credit, Accounts Payable & Accounts Receivable at Peavey Industries, Mary Masson Hummel discusses the impact of inflation, the push-pull relationship between AR and AP and the direct correlation of technology efficiencies on cash flow, the customer experience and employee retention.…

1
Time-to-Invoice: The Unsung DSO Hero 14:56

2y ago14:56

14:56

In this episode, AVP at Sidetrade Bill North discusses an overlooked KPI called Time-to-Invoice. For many industries, Time-to-Invoice can represent a significant value and the hidden secret to reducing DSO. If more companies were to start the clock earlier in the order-to-cash cycle, DSO would actually be all encompassing, from the time that the pr…

1
The CFO as a Catalyst for Change 21:44

2y ago21:44

21:44

In this episode, Chief Financial Officer at Valley National Advisors, Elizabeth Wilson discusses how increasingly important it is for CFOs to be strategists and catalysts to help shape the overall strategy and direction of the business and infuse a financial, technological and data-driven mindset into the DNA of an organization.…

1
Mentorship & Leadership in Credit Management 12:50

2y ago12:50

12:50

In this episode, Consultant and Trainer for Credit Management, Ken Young discusses the evolution of the credit management role, how to mentor the next generation of credit professionals and the importance of leading and retaining employees in today’s market conditions.By Sidetrade

1
Culture Hacks & Finance Transformation 8:20

2+ y ago8:20

8:20

In this episode, Sidetrade’s Chief Product Officer Rob Harvey discusses why it’s more important than ever that CFOs collaborate with CIOs, how finance departments are going beyond a cash culture to create a culture hack, and why more organizations are establishing a finance transformation role.By Sidetrade

1
The Next Gen CFO 11:40

2+ y ago11:40

11:40

In this episode, Sidetrade’s Solutions Consultant Matt Hill discusses the next generation CFO and how to enable finance teams for the future to be equipped with technology for finance transformation and processes for change management.By Sidetrade

1
What Keeps the CFO Up at Night? 10:15

2+ y ago10:15

10:15

In this episode, Sidetrade’s AVP of Presales UK, Naomi Smith discusses what keeps a CFO up at night – from supply chain fragility to risk, is digital transformation just a buzzword, and why being a data-driven CFO is now more important than ever.By Sidetrade

1
Why Outsourcing Collections is No Longer a Dirty Word 11:21

2+ y ago11:21

11:21

In this episode, Sidetrade’s BPO Director Virginie Gupta discusses the evolution of the cash collector, why the term outsourcing is no longer seen as a negative connotation and how AI, data and outsourcing can be complementary to an in-house collections team.By Sidetrade

1
The Amazon Effect: Customer Experience & eInvoicing 11:16

2+ y ago11:16

11:16

In this episode, Sidetrade’s AVP Customer Success in North America Bryan Pederson discusses the market drivers affecting both the customer experience in order-to-cash and eInvoicing, including the consumerization of B2B, global regulations and compliance.By Sidetrade

1
Adaptive Order-to-Cash 11:48

2+ y ago11:48

11:48

In this episode, Sidetrade’s order-to-cash automation expert Darrin Brown discusses how his extensive transportation background in credit, collections and disputes has helped receivables departments become more adaptive, fight the status quo and embrace how access to more data can lead to optimal efficiency.…

1
O2C: From Tactical Necessity to Strategic Asset 10:38

2+ y ago10:38

10:38

In this episode, Sidetrade Solution Consultant and former O2C practitioner, Andrea Baker, discusses why data and not cash is king in today’s order-to-cash process. Data is helping finance teams evolve credit management from a tactical necessity to a strategic asset which in turn unlocks the value of O2C to the entire organization.…

1
Finance to Futurist 14:32

2+ y ago14:32

14:32

In Sidetrade’s inaugural episode, Chief Product Officer Rob Harvey and Chief Technology Officer Mark Sheldon discuss the journey from tactical to strategic order-to-cash and how it begins with optimizing data, technology and operations. The pair also share best practices on the future of finance and how teams can turn O2C into a data-driven strateg…

1
Seth Earley on setting the groundwork for AI implementation 33:38

2+ y ago33:38

33:38

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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 inf…

1
Bitpanda on the future of investing 25:38

3y ago25:38

25:38

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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. Tu…

1
How a modern fintech is transforming traditional banking 20:45

3y ago20:45

20:45

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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 …

1
Spotify and the future of intelligent automation 35:05

3y ago35:05

35:05

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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…

1
How to engage a remote workforce with technology 35:40

3y ago35:40

35:40

Note: Since publishing this episode, we’ve rebranded to TELUS Digital. 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 m…

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CX Futurist Podcasts

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