Listen 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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What does customer loyalty look like in the age of AI? (feat. Shep Hyken and Colin Shaw)
33:16
33:16
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33:16
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 International, more than one in three consumers in the United States don’t consider themselves to…
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How can you act as a customer experience change agent in your organization? (feat. Blake Morgan and Lori Branton)
29:53
29:53
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29:53
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 every decision, action and strategy from the perspective of the customer. …
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How can brands design and deliver seamless customer experiences? (feat. David Avrin and Jim Mitchell)
30:59
30:59
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30:59
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 that 9 out of 10 customers consider an immediate response from custome…
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How can brands deliver experiences that create loyal customer advocates? (feat. Jay Baer, Brittany Hodak and Rajiv Dhand)
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43:04
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43:04
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 forms of advertising. Despite the evidence that word of mouth, facilitated…
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What is the Frank And Oak secret for adapting to changing customer preferences?
21:19
21:19
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21:19
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 used data and insights from customers to change course over the followi…
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What trends are shaping customer experiences in 2024?
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27:51
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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 opportunities in leveraging customer data, the impact of AI on customer int…
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How can employee-facing technology improve your customer experience?
24:32
24:32
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24:32
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 effectively and efficiently — in turn, increasing employee engagement and custom…
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Has the time come to prioritize voice-first experiences?
31:14
31:14
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31:14
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 interactions, increased efficiency and improved accessibility. With recent…
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Are these digital CX resolutions on your list for 2024?
20:49
20:49
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20:49
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 customer preferences, algospeak and more. Join us as we recap some of the a…
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What do people get wrong about automation?
26:10
26:10
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26:10
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 expensive? Is automation only for the biggest companies? Along the way, we wea…
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How can start-ups achieve the same world-class customer experience as a Fortune 500 company?
26:44
26:44
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26:44
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 seamless, simple and positive. Join us as we discuss how the most success…
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How can brands rethink data security to maintain customer trust?
31:16
31:16
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31:16
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 the University of Georgia and Steve Jablonski, vice president of infor…
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How can brands leverage innovation to recruit top-tier talent?
25:38
25:38
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25:38
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 themselves as employers of choice. On this episode, we discuss talent r…
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How do customer expectations change in difficult economic climates?
21:07
21:07
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21:07
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 president of customer experience innovation at TELUS International. Rising…
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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 president and managing director of AI Data Solutions at TELUS Internatio…
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A trailer for now: Questions for now - Compelling perspectives on digital CX
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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 beloved brands and influential institutions, Questions for now is packed f…
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Matt Dixon on overcoming customer indecision
25:08
25:08
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25:08
(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 co…
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Seth Earley on setting the groundwork for AI implementation
33:38
33:38
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(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 findabili…
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(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 Luka…
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How a modern fintech is transforming traditional banking
20:45
20:45
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20:45
(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 ori…
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Spotify and the future of intelligent automation
35:05
35:05
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35:05
(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…
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How to engage a remote workforce with technology
35:40
35:40
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35:40
(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. …
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(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 Dil…
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(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 c…
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(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 th…
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How Patagonia's employee engagement leads to great CX
40:53
40:53
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40:53
(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 o…
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