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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

35:36

Coding the future with Sinead Bovell

Questions for now - Compelling perspectives on... ·

2021/08/16

(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 consider, including how can we ensure marginalized groups are not left behind as technology advances and the need for computer literacy continues to rise

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28:46

The Home Depot on shaping CX with strong values

Questions for now - Compelling perspectives on... ·

2021/07/26

(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 strategy.This approach proved especially valuable over the last 18 months, when the company experienced explosive growth. You won't want to miss Mike's advice for other CX leads navigating busy periods,

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28:00

How Melio uses CX as a brand-defining moment

Questions for now - Compelling perspectives on... ·

2021/07/12

(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 industry as a whole.How can you use CX as a brand defining moment? How can CX teams prove value to their C-suite? What is the best way to handle periods of expansive growth? Ingrid shares her thoughts on these

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26:33

Is your business plan future-proof?

Questions for now - Compelling perspectives on... ·

2021/06/22

(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 his outlook on the future as a self proclaimed 'unusual leader.' In this episode, you'll hear Aidan's business plan of the future, his outlook on new technologies of the future, and the future of customer

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43:27

Employers as educators

Questions for now - Compelling perspectives on... ·

2021/05/22

(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 this episode of TELUS International Studios, we’re joined by Dan Pontefract, previous Chief Envisioner and Chief Learning Officer at TELUS. Dan launched the

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32:22

How Daily Harvest delivers premium CX at scale

Questions for now - Compelling perspectives on... ·

2021/05/17

(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we’re joined by Joe Gilgoff, VP of Customer Care at Daily Harvest.Since the company’s start, Daily Harvest has been leading the way in centering conversations around easy, accessible, healthful foods - delivered right to your door. Part of the formula that aided in success at Daily Harvest, is the approach to customer care - where customer relationship building is key.Joe himself started his career

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30:34

Brian Solis on the novel economy and Gen-N

Questions for now - Compelling perspectives on... ·

2021/04/16

(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, we’re joined by Brian Solis, global innovation evangelist at Salesforce. Brian wears many other hats as a digital anthropologist, author, and keynote speaker, so there’s no shortage of insights he has to share.From how the pandemic has changed our relationship with technology, accelerated fear and anxiety, to the stress this time has had on the economy and what it all means for your company, Brian

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26:02

Annette Franz on tackling CX pain points

Questions for now - Compelling perspectives on... ·

2021/03/05

(Previously recorded as TELUS International Studios) Annette Franz, founder and CEO of CX Journey, joins us on this episode of TELUS International Studios. Annette has been accelerating the industry for 20 years, analyzing companies and helping them strategically nail CX. In the interview, she also warns companies of the consequences of when CX falls to the wayside.Visit our website to learn more about TELUS International.

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28:30

Twilio on digital transformation and software developers

Questions for now - Compelling perspectives on... ·

2021/01/14

Companies have had to digitize their business processes at rapid speed due to the COVID-19 pandemic. Twilio is one of the companies keeping very busy during this time by helping the rest of the world's companies adapt to the modern reality of having to do business. We've seen six years of digital transformation happen in under a year - skipping over bureaucracy and decision making that holds up modernization.As many companies move from single channel to multichannel communication, they are using

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40:53

How Patagonia's employee engagement leads to great CX

Questions for now - Compelling perspectives on... ·

2020/09/24

(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 of a change is something that Patagonia has taken very seriously since day one. By encouraging team members to take part in climate action protests, and

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33:07

How Shopify adapted to demand during the pandemic

Questions for now - Compelling perspectives on... ·

2020/08/13

(Previously recorded as TELUS International Studios) Recent months have been a make or break time for companies all over the world. As everyday life for so many changed seemingly overnight, companies were forced to adapt. For many shops with only brick-and-mortar locations, this looked like an acceleration of the store’s online presence in order to stay up and meet demands.Enter: Shopify, an ecommerce platform that allows companies to do business online. Operations at Shopify have sky-rocketed in

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27:50

What CX means to venture capitalists

Questions for now - Compelling perspectives on... ·

2020/07/10

As entrepreneurslook for funding for their next big idea, they might want to take a closer look at their CX strategy. Andrew Steele from venture capital firm Activant Capital joins this episode of TELUS International Studios to discuss exactly how VCs look at how companies approach their customer experience model. This comes at evengreater importance today, as companies all over the world were recently forced to adapt when lockdown restrictions hit, and investors and customers alike were able to see

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37:39

The voice activated CX platform simplifying the smart...

Questions for now - Compelling perspectives on... ·

2020/05/01

(Previously recorded as Voxpro - powered by TELUS International) On this episode, we speak to Alan Coleman, Founder of Sweepr – the voice-activated customer service platform looking to help streamline CX for the smart home industry.With the connected home becoming more complex and layered with multiple devices, fixing a simple technical problem might seem like a huge undertaking. Sweepr is providing the solution to assist customers with different levels of technological competency through their

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21:06

How Indeed.com views and masters client success

Questions for now - Compelling perspectives on... ·

2019/10/16

(Previously recorded as Voxpro - powered by TELUS International) The best customer experience is as much about success as support – helping customers to find success by enabling them to get the most out of what they have purchased, rather than just helping them fix it when it breaks. ‘Successful’ customers stay longer, spend more, and refer your brand widely. In this episode, Deserie Dulaney, VP of Client Success at Indeed.com, joins us to talk about:The evolution from customer support to customer

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25:31

Shifting customer engagement from transactional to human

Questions for now - Compelling perspectives on... ·

2019/10/04

(Previously recorded as Voxpro - powered by TELUS International) In a hyper-connected world, how can the valuable human connection be maintained between brands and customers? &Open is a ‘customer happiness platform’ that helps brands like Airbnb, WeWork and Turo stay connected to users through personalized gifting. In this episode, we are joined by &Open’s co-founder and CEO Jonathan Legge to discuss how his startup is helping major companies win their customer’s hearts through the age-old

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30:19

Using data to understand customers from Wix.com

Questions for now - Compelling perspectives on... ·

2019/06/21

(Previously recorded as Voxpro - powered by TELUS International) How can a company successfully support 150 million customers worldwide? That’s what Alon Mor, Head of Global Customer Solutions at Wix.com, reveals in this episode. One of the world’s leading web development platforms, Wix looks for data in places that many other companies do not in order to enhance the overall customer experience and grow its user base.In this podcast we talk about this, plus:The arduous journey to providing 24/7

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31:38

How Dropbox converts freemium users into premium payers

Questions for now - Compelling perspectives on... ·

2019/06/07

(Previously recorded as Voxpro - powered by TELUS International) The freemium model is a particularly interesting one, as it requires a very specialized form of customer and user experience in order to turn users of the free version of your product into paying customers with lifetime value.Dropbox has mastered this model and managed to turn it in to a powerful SaaS growth tactic – the company has also managed to thrive in a market that has become fiercely competitive over the last number of years,

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30:38

The CX guru showing great companies how to be amazing

Questions for now - Compelling perspectives on... ·

2019/05/31

(Previously recorded as Voxpro - powered by TELUS International) Shep Hyken is one of the world’s leading customer experience influencers. As owner and ‘Chief Amazement Officer’ of Shepard Presentations, he has built an audience of hundreds of thousands who follow him for his opinions and predictions on the CX industry.Shep joined us to talk about:The origins of his title Chief Amazement OfficerWhat makes great companies 'amazing'The use of human-inspired machine intelligence in CXExcelling at

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26:21

Meet the CX leader who learned her trade in the trenches

Questions for now - Compelling perspectives on... ·

2019/04/24

(Previously recorded as Voxpro - powered by TELUS International) Jeanne Bliss is one of the world’s leading customer experience visionaries. Having been Chief Customer Officer for companies including Microsoft, Mazda and Land’s End, Jeanne went on to become an architect of the customer experience movement, an author, a keynote speaker, and host of The Chief Customer Officer Human Duct Tape show. Her client list includes names like Zappos, Citrix, Symantec, Adobe, and Yahoo. In this episode, Jeanne

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31:41

How Headspace converts new users into customers for life

Questions for now - Compelling perspectives on... ·

2019/03/15

(Previously recorded as Voxpro - powered by TELUS International) Headspace is one of the world’s highest-grossing health and fitness app. Having capitalized on a rapidly growing interest in meditation and mindfulness, the company now has tens of millions of users worldwide. Lupe Gonzalez is VP of Customer Experience for Headspace, responsible for attracting new users in, giving them an experience that delights, and turning them into lifetime customers.In this episode, Lupe discusses:Being part of

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