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As a CX Consultancy, Integrator and Operational expert, how do you build the right technology partnerships and alliances to make sure that you really can deliver the best possible outcomes for your clients and the best possible experience for their customers? Building great CX today needs the orchestration of many skills, services, and tools into a complete solution. In this podcast Wayne Kay lets us into his world of creating a partner strategy from scratch and defining an ecosystem that is appropriate and necessary to support the many different brands and their CX challenges. Host: Mark Hillary – CX Analyst & Author. Invitee: Wayne Kay - Vice President, Partners & Strategic Alliances, EMEA Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

CXasS as a marriage of Talent, Transformation, and Technology. The brand needs great talent to be talking to their customers, the entire process almost certainly needs transformation and improvement, and technology is required to deliver the working platform. In any modern solution there will be multiple technologies, but in general any modern CXaaS solution will focus on those three areas. Locations and cost effective multi-lingual options from providers are also key for brands and this is something that CXaaS needs to optimize its impact. In this podcast Simon Dillsworth SVP Sales & Marketing discusses CXaaS, locations and optimizing the mix. Host: Mark Hillary – CX Analyst & Author. Invitee: Simon Dillsworth SVP Sales & Marketing. Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Digital transformation, automation, and self-service using smart speakers and search engines are all changing the customer journey and the role of agents working in customer service. A customer will often search their phone for help before ever calling a customer care number. How do brands manage this more sophisticated customer journey? Ivan Kotzev is a research analyst at Nelson Hall, based in London. He's been analyzing many of these issues for years, and I caught up with Ivan to hear some of his ideas on transformation and the digital CX journey. Host: Mark Hillary – CX Analyst & Author. Invitee:Ivan Kotzev, Research Analyst, Nelson Hall. 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.

In our first episode of 2022, host Mark Hillary is joined on the podcast by Stephen Loynd, Founder & Principal Analyst at TrendzOwl as they discuss ‘The Great Resignation’ – an economic trend in which employees voluntarily resign from their jobs en masse that began in early 2021, primarily in the United States when the American government refused to provide necessary worker protections in response to the COVID-19 pandemic. Listen in to this month’s episode as Mark and Stephen explore how real is this effect and how it might impact the CX market place. Host: Mark Hillary – CX Analyst & Author. Invitee: Stephen Loynd, Founder & Principal Analyst, TrendzOwl. 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.

The final CX Pod Europe podcast for 2021 focuses on the highlights within the CX industry over the past 12 months, with special guest Peter Ryan, Principal Analyst at Ryan Strategic Advisory adding his insights and views on some of the key developments. Joined by Alistair Niederer, Head of EMEA at TTEC, the two discuss topics with host Mark Hillary such as pro-active CX investments, work at home, hybrid operating models, technology adoption, plus what to look out for in 2022. Host: Mark Hillary – CX Analyst & Author. Invitees: Peter Ryan, Principal Analyst, Ryan Strategic Advisory. Alistair Niederer, Head of EMEA, TTEC. 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

This month’s CX podcast features TTEC EMEA’s flagship UK client Volkswagen Group UK, and focuses on their journey to launch a major new contact centre during a pandemic. You’ll hear about the new state of the art Leeds contact centre, its launch and having to quickly shift to work-from-home (WFH) while managing a transition from the previous supplier, as well as many other challenging experiences during a very unusual time for the industry. Host: Mark Hillary – CX Analyst & Author. Invitees: Tom Johnson, Operations Director, TTEC. Amanda Krebs, Customer Service Centre Development Manager, Volkswagen Group UK. 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

TTEC’s newest episode of the CX Pod Europe puts one of our industry partners, The Global Sourcing Association (GSA), under the spotlight as they celebrate their 35th anniversary. Formerly the National Outsourcing Association (NOA), they rebranded in 2016 and continue to be an industry association and professional body for strategic sourcing. Kerry touches on the imminent anniversary and the impact COVID has had on the CX and sourcing industry! Host: Mark Hillary – CX Analyst & Author. Invitees: Kerry Hallard, CEO at The Global Sourcing Association (GSA). 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

Part 2 of our preview to our events in October and November in partnership with Intelligent Sourcing magazine, sees TTEC welcome Professor Moira Clark, Director of The Henley Centre for Customer Management to chat with our host Mark Hillary. As a preview to the dinner events, Moira outlined some of the ideas she has been researching around building back better for ‘The Next Normal’ as the pandemic begins to ease. Host: Mark Hillary – CX Analyst & Author. Invitees: Moira Clark, Director of The Henley Centre for Customer Management. 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. Interested in registering for one of our exclusive dinner events on 14th Oct or 25th Nov? RSVP to Jon Yarlett, Jon@purplecowmedia.net at Intelligent Sourcing Magazine.

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.

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.

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.

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

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

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

The second episode of the Talking Sourcing podcast from Intelligent Sourcing welcomes back our sponsor TTEC, here represented by Alistair Niederer and supported by Melissa O'Brien of HFS Research. In it we discuss how outsourcing is changing from a simple, transactional thing into something a lot more sophisticated - something more like orchestration. Host: Guy Clapperton. Invitees: Alistair Niederer - Head of EMEA at TTEC. Melissa O’Brien - HFS Research.

Intelligent Sourcing's Talking Sourcing podcast makes its debut sponsored by TTEC. Iain Banks, Group Vice President for EMEA at TTEC, and independent advisor Peter Ryan (Ryan Advisory) examine the impact of chatbots on the contact centre industry and where the next few years will take us. Host: Guy Clapperton. Invitees: Iain Banks - Group Vice President for EMEA at TTEC. Peter Ryan - Ryan Advisory.

In today's climate, companies have a unique opportunity to utilize digital channels to enhance customer conversations and deepen customer relationships. We recently sat down with Sam Rosendorf, senior manager of global enterprise solutions at LivePerson, to learn how organizations can use digital-first technologies like AI and messaging to better serve their customers. No more forcing consumers to wait on hold or navigate complex websites to get answers to questions or to buy products and services. Instead, consumers can get their inquiries resolved using natural language, on the same messaging apps they use to talk to friends and friends and family. Host: Elizabeth Glagowski - Editor of the Customer Strategist Journal. Invitee: Sam Rosendorff - Senior Manager of global enterprise solutions at LivePerson.

Hear from Nick Viles, Digital Strategist at TTEC as he discusses B2B Sales Transformation and how today’s organisations can achieve growth and enhance customer experience. Nick also provides insight into some change management strategies that help improve sales performance. Host: Neil Russell-Smith - Head of Marketing EMEA. Invitee: Nick Viles - Partner at TTEC Digital Consulting. Production/ Sound Engineer: Alex Diaz - th3cult.co.uk.

Episode four features a conversation with Peter Dorrington, Director of Customer Insights as he explores what the ‘Contact Centre of the Future’ will look like. Host: Neil Russell-Smith - Head of Marketing EMEA. Invitee: Peter Dorrington - Director, Customer Insights, TTEC. Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Join Steve Ellis, Vice President for TTEC Learning & Performance as he explores the topic of Employee Engagement. What is it? What should leaders be engaging their employees in? And does culture matter for improving employee engagement? Steve also touches on the importance of empowering employees to ensure positive customer experiences. Host: Neil Russell-Smith - Head of Marketing EMEA. Invitee: Steve Ellis, Vice President, TTEC Learning & Performance. Production/ Sound Engineer: Alex Diaz - th3cult.co.uk