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Steering Through the Customer Experience Universe: Strategic Insights with CGS President Cathrine Jooste
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Embark on a transformative exploration of the customer experience cosmos with the formidable Cathrine Jooste, President of Global Business Processing Outsourcing at CGS.
From the rich tapestry of her personal evolution, leaving behind the consulting battlefield to command the global contact centre fleet, Cathrine divulges the intimate camaraderie and family-like atmosphere she's embraced within CGS's ranks.
This episode is a treasure trove of insights, where we dissect the shifting tectonic plates of economic challenges, regulatory frameworks, and business model metamorphoses that are reshaping the way companies approach customer care, weaving in the profound implications of generative AI and the unyielding necessity for ironclad security measures to safeguard our future.
As we navigate the multifaceted realm of customer service, we touch upon the emotional resonance of cybersecurity and its paramount importance in our digital age. The conversation then sails through the complexities of delivering omnichannel support, bridging the gap between automated efficiency and the irreplaceable human touch across a kaleidoscope of languages and cultures.
The journey doesn't end there – we peer into the crystal ball to forecast the contact centre industry's trajectory, spotlighting post-pandemic workspace evolution, corporate crusades for sustainability, and the anticipated wave of generative AI's influence.
Cathrine's voice also carries the torch of empowerment, offering a beacon of guidance for those carving out their careers in this ever-changing sector, with an emphasis on the power of self-belief, a message that resonates with a special poignancy for women in executive leadership.
Join us for an episode brimming with wisdom and strategic insights that are sure to enlighten and inspire.
Chapters
1. Steering Through the Customer Experience Universe: Strategic Insights with CGS President Cathrine Jooste (00:00:00)
2. Challenges and Innovations in CX (00:00:33)
3. Workforce and Customer Service Best Practices (00:10:47)
4. Future Trends in Contact Center Industry (00:18:52)
53 episodes
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