33 episodes

TP Talks Podcast provides insightful and educational digital transformation content to inspire ideas and keep you updated on the latest CX and Business Services industry topics, solutions, and trends - featuring leading Industry thought leaders. Whether it's solutions like customer service, sales, digital automation, back-office, or delivery models like work-at-home, we have you covered!

TP Talks Podcast Teleperformance

    • Business

TP Talks Podcast provides insightful and educational digital transformation content to inspire ideas and keep you updated on the latest CX and Business Services industry topics, solutions, and trends - featuring leading Industry thought leaders. Whether it's solutions like customer service, sales, digital automation, back-office, or delivery models like work-at-home, we have you covered!

    Luxury CX – Why not serve like a luxury brand?

    Luxury CX – Why not serve like a luxury brand?

    Luxury CX is still in its infancy, simply because it’s exclusive. Employees working for luxury brands invest all their efforts in customer satisfaction. They are focused on positioning the product, building trust, and ensuring customers feel comfortable through the entire buyer journey. It’s a common belief that luxury brand customers are more demanding. In our times, all customers are astute and aware. There is a lot of information available at their fingertips, reviews, social media endorsements, and opinion videos. Perception is everything and brands need to raise their CX game to provide a seamless and comfortable experience.
    In this podcast, Abhinav and Heather share their Insights on luxury CX & buyer profiles today, best Practices on how brands can treat their customers like a luxury brands and build customer loyalty.
    Speakers:
    Abhinav Singh - Vice President, CX Strategist, Teleperformance
    Heather Romios - Vice President, Marketing, Teleperformance

    • 10 min
    How Seagate Technology Realigns Effective CX Strategies by Balancing High-Tech and Human Touch

    How Seagate Technology Realigns Effective CX Strategies by Balancing High-Tech and Human Touch

    In a recent McKinsey publication “The Future of CX”, they surveyed 260 CX leaders from US-based companies of all sizes and found only 13% of CX leaders were confident that their organization can take action on CX issues in near real-time. With the world slowly opening, the biggest question CX leaders have is how to effectively align their CX strategies with this evolving environment and how they can maximize efficiencies. Many customers are more likely than ever to need a customer care touchpoint. While the CX landscape has already shifted dramatically, many companies globally are re-strategizing their CX play, and some new strategies are here to stay. Customer experience leaders need to adjust the design and implementation of customer journeys.
    Join Allen Ng, Director of Customer Support with Seagate Technology, as he shares:
    Insights into a balanced global CX landscape Maximizing efficiencies in work at home deployments, channel and shoring strategies, and multilingual hubs Best Practices to balancing High-Tech with Human Touch Speakers:
    Allen NG -Director of Customer Support, Seagate Technology
    Tom Gebhart - Tom Gebhart, Senior Vice President, Teleperformance

    • 21 min
    Next Generation Performance Analytics

    Next Generation Performance Analytics

    The evolution of performance analytics will come with the transformation of artificial intelligence (AI), predictive and prescriptive analytics, and machine learning. In this podcast, Steve and Kurt will focus on next-generation performance analytics. They will help analyze the primary drivers of performance analytics, identify available technologies to help transform the analytics functions, and dive deeper into how you can transform with performance analytics and outcomes.
    Speakers:
    Steve Ruszczyk, Vice President and oversees Digital Transformation and Analytics operations at Teleperformance
    Kurt Leiblich, Senior Vice president with Teleperformance

    • 19 min
    Ensuring Sales program Success with the Right People, Talent and Processes

    Ensuring Sales program Success with the Right People, Talent and Processes

    In this podcast, Michael and Stephanie discuss best practices and insights on ensuring the success of sales programs. Owing to the nature of programs, sales programs, in general, have a shorter runway as compared to other types of programs. Timelines are extremely critical and the timeframes to launch are important factors to consider. It's important to understand historical trends, ramp to efficiency, the importance of interaction analytics, and other important indicators. You need to begin by setting parameters to measure success, build KPIs, setting up the right data parameters, and analyzing the right data, and reporting structures around it. Data is the most important step in ensuring success. Michael will also share examples on setting up for successful sales campaigns, and what not to do.
    Speakers:
    Michael Aronowitz
    Executive Vice President, Digital Sales and Strategy, Teleperformance
    Stephanie Millner
    Global Executive, Vice President CX Management Teleperformance

    • 18 min
    Progress is Opening the World of Travel

    Progress is Opening the World of Travel

    In this podcast, Rebecca Brown from Teleperformance and Craig Astridge with the International Air Transport Association (IATA) talk about insights and findings from IATA’s Economic Forecast and the challenges airlines are currently facing as the pandemic recedes.
    You will get insights on when air travel will resume back to pre-covid levels and what can be expected over the next few years as airlines navigate the challenges the industry is facing. Craig will share his best practices to overcome these challenges as passenger numbers begin to rise. Find out more as Craig answers these questions and more!
    Speakers:
    Craig Astridge - Director, Global Sales, Commercial Product & Services at IATA
    Rebecca Brown - Travel CX Leader, Teleperformance

    • 15 min
    Nailing the Experience: How to Transform Customer Experience to be More Efficient

    Nailing the Experience: How to Transform Customer Experience to be More Efficient

    Elsia Casale from Teleperformance and Janesh Patel with Wyndham Hotels and Resorts Group talk about the technological innovations born during the covid-19 pandemic and how it has changed not only the workforce capabilities but also how customers experience Wyndham Hotels.
    By developing and leveraging internal technological innovations, optimizations, and updates, Wyndham has evolved their information technology, employee agent and customer experiences, moved to a 100% cloud technology, and implemented a very intelligent version of AI to support the customer, hotel staff, and call center agent experience over the last two years.
    In this podcast learn about each of the implemented programs and associated successes that Wyndham has experienced from these technological leaps and bounds forward as Janesh describes each of the innovations, optimizations, and updates and how Wyndham has progressed through each step of the implementation process to be where they are today.
    Speakers:
    Janesh Patel - Group Vice President, Global Contact Center and Franchise System Support at Wyndham Hotels & Resorts Group
    Elsia Casale - Travel CX Leader with Teleperformance

    • 34 min