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PODCAST

Questions for now - Compelling perspectives on digital CX

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.

technology management

All Episodes

43:04

How can brands deliver experiences that create loyal...

Questions for now - Compelling perspectives on... ·

2024/05/30

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 through exceptional customer experiences, remains a pivotal factor in shaping business outcomes, many businesses do not have a defined word of mouth

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21:19

What is the Frank And Oak secret for adapting to...

Questions for now - Compelling perspectives on... ·

2024/04/29

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 following decade, reinventing itself as a sustainable lifestyle brand with both an online and brick and mortar presence.Listen for the informative insights of

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27:51

What trends are shaping customer experiences in 2024?

Questions for now - Compelling perspectives on... ·

2024/03/27

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 interactions, what brands are looking for from outsourcing partners and much more.Listen for the compelling insights of Annette Franz, founder and CEO of CX

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24:32

How can employee-facing technology improve your...

Questions for now - Compelling perspectives on... ·

2024/02/27

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 customer satisfaction.Our expert guests share how — and why — technology centered around formulas like the service-profit chain, and TELUS International’s

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31:14

Has the time come to prioritize voice-first experiences?

Questions for now - Compelling perspectives on... ·

2024/01/11

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 advancements in generative AI, voice-first experiences – the combined process of voice recognition and natural language processing – have the potential to

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20:49

Are these digital CX resolutions on your list for 2024?

Questions for now - Compelling perspectives on... ·

2023/12/09

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 actionable insights shared by CX thought leaders.Visit our website to learn more about TELUS International.

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26:10

What do people get wrong about automation?

Questions for now - Compelling perspectives on... ·

2023/11/14

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 weave in recent data, experiences and thoughts from two expert guests, showing why organizations are increasingly turning to automation to deliver a more

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26:44

How can start-ups achieve the same world-class...

Questions for now - Compelling perspectives on... ·

2023/10/13

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 successful businesses leverage technology to prioritize empathy and humanity in interactions, all while gaining a deeper understanding of their customers.Listen

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31:16

How can brands rethink data security to maintain...

Questions for now - Compelling perspectives on... ·

2023/09/07

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 information security at TELUS International.The threat landscape is changing and brands can’t treat security as an afterthought. Cybersecurity experts are

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25:38

How can brands leverage innovation to recruit...

Questions for now - Compelling perspectives on... ·

2023/07/31

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 recruitment in a competitive job market — and the ways brands can innovate to stand out. Listen for the compelling perspectives of Tricia Williams,

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21:07

How do customer expectations change in difficult...

Questions for now - Compelling perspectives on... ·

2023/06/29

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 inflation is making consumers think twice, and think differently, about their purchases. Likewise, many brands are working with tighter budgets, and

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21:11

How can brands keep up with algospeak?

Questions for now - Compelling perspectives on... ·

2023/05/25

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 International.A combination of 'algorithm' and 'speak,' algospeak is the collection of codewords, slang, deliberate typos, emojis and the use of different words

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00:59

A trailer for now: Questions for now - Compelling...

Questions for now - Compelling perspectives on... ·

2023/05/18

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 full of actionable insights that listeners can apply in their organizations today.Subscribe and listen to Questions for now on your podcast player of

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25:08

Matt Dixon on overcoming customer indecision

Questions for now - Compelling perspectives on... ·

2022/08/17

(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 through

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33:38

Seth Earley on setting the groundwork for AI...

Questions for now - Compelling perspectives on... ·

2022/02/18

(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 to hear

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25:38

Bitpanda on the future of investing

Questions for now - Compelling perspectives on... ·

2021/12/07

(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 the future

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20:45

How a modern fintech is transforming traditional banking

Questions for now - Compelling perspectives on... ·

2021/11/23

(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 fintech is

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35:05

Spotify and the future of intelligent automation

Questions for now - Compelling perspectives on... ·

2021/10/25

(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 with

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35:40

How to engage a remote workforce with technology

Questions for now - Compelling perspectives on... ·

2021/10/12

(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 has used

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28:42

Tackling modern governance with Diligent

Questions for now - Compelling perspectives on... ·

2021/09/27

(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

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