14 episodes

Welcome to the CX Pod Europe from TTEC – your customer experience podcast providing thought leadership and executive insight on customer issues.

The CX POD - Europe The CX POD - Europe

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Welcome to the CX Pod Europe from TTEC – your customer experience podcast providing thought leadership and executive insight on customer issues.

    Episode #14 "The Next Normal - Part 1: Building Back Better Customer Relationships"

    Episode #14 "The Next Normal - Part 1: Building Back Better Customer Relationships"

    TTEC has arranged two forthcoming in-person events in partnership with our friends at Intelligent Sourcing magazine, with this latest podcast providing a sneak preview of what to expect in part 1. Our host Mark Hillary interviews one of the speakers for the events, Jo Causon, CEO of the Institute of Customer Service. Jo looks at understanding customer behaviours, attitudes and emotions, how the CX landscape has changed and much more – check it out!

    Host: Mark Hillary – CX Analyst & Author.
    Invitees: Jo Causon, CEO of the Institute of Customer Service.
    Production/ Sound Engineer: Alex Diaz - th3cult.co.uk
    Cover picture: Austin Distel, Unsplash.

    Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod.

    • 12 min
    Episode #13 "Auto Brands Need to Educate potential EV Customers and Future-proof their CX"

    Episode #13 "Auto Brands Need to Educate potential EV Customers and Future-proof their CX"

    The automotive sector is undergoing change at a pace that is faster than the industry has ever seen. The UK government has announced that the sector must go fully electric from 2030. This means that there is a very strong focus on 100% electric vehicles – EV’s. Join our guest Tanya Sinclair, Policy Director UK & Ireland at ChargePoint on this month’s podcast and discover her views, plus how an education process needs to take place!

    Host: Mark Hillary – CX Analyst & Author.
    Invitees: Tanya Sinclair, Policy Director UK & Ireland at ChargePoint.
    Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

    Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod.

    • 20 min
    Episode #12 "Open Banking – The Need for Financial Service platforms via Banking as a Service"

    Episode #12 "Open Banking – The Need for Financial Service platforms via Banking as a Service"

    Episode 12 focuses on the Banking & Financial Services sector with an insight into Open Banking. With shifts in attitudes towards the issue of data ownership illustrated by regulations such as GDPR and concepts such as the open data movement, our guest Huw Davies, Co-founder & Chief Commercial Officer at Ozone API provides his views of financial service platforms implemented through a Banking as a Service-concept.

    Host: Mark Hillary – CX Analyst & Author.
    Invitees: Huw Davies, Co-founder and Chief Commercial Officer at Ozone API.
    Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

    Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod.

    • 25 min
    Episode #11 "How to Navigate the Complexity of Digital Transformation"

    Episode #11 "How to Navigate the Complexity of Digital Transformation"

    Episode 11 of the CX Pod Europe sees host Mark Hillary interview Iain Banks, EMEA Group Vice-President at TTEC and Bas Diepen, VP Alliance & Channels at Genesys as they discuss their newly formed partnership in EMEA, provide a preview to their forthcoming webinar ‘How to Navigate the Complexity of Digital Transformation’, as well as give their views on the CX industry and current market trends.


    Host: Mark Hillary – CX Analyst & Author.
    Invitees: Iain Banks, EMEA Group Vice-President at TTEC,
    Bas Diepen, VP Alliance & Channels at Genesys.
    Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

    Join TTEC & Genesys for an exclusive webinar on How to Navigate the Complexity of Digital Transformation, taking place on Tuesday 6th July at 11am BST (UK), featuring guest speaker Gilles Talbot, Strategic Business Consulting Director at Genesys.

    BOOK YOUR PLACE:
    https://www.ttec.com/emea/resources/webinars/how-to-navigate-complexity-digital-transformation

    • 18 min
    Episode #10 "The Need to Influence and Attract today’s ‘always-on’ Shoppers"

    Episode #10 "The Need to Influence and Attract today’s ‘always-on’ Shoppers"

    Mark Hillary again deputises for TTEC conducting an interview with Miya Knights, Global Content Strategist at Poq, Retail Technology Magazine Publisher, Author and Consultant. Mark and Miya discuss the move to self-service and low-touch environments for Retailers due to the global pandemic, including behavioural shifts and trends such as an increased focus on mobile and apps.

    Host: Mark Hillary – CX Analyst & Author.
    Invitee: Miya Knights, Global Content Strategist at Poq, Retail Technology.
    Magazine Publisher, Author and Consultant.
    Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

    • 24 min
    Episode #9 "Redefining the Customer Journey with CX as a Service (CXaaS)"

    Episode #9 "Redefining the Customer Journey with CX as a Service (CXaaS)"

    In the episode TTEC welcome guest host Mark Hillary, CX Analyst & Author to interview newly appointed Alistair Niederer, Head of EMEA at TTEC. Mark talks to Alistair about redefining the customer journey and how the COVID pandemic is accelerating digital transformation across the CX industry.

    Host: Mark Hillary – CX Analyst & Author.
    Invitee: Alistair Niederer - Head of EMEA at TTEC.
    Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

    • 12 min

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