Think CX by Webhelp: Recent Episodes
Webhelp
The Think CX Podcast by Webhelp takes an in-depth look at the evolving customer experience (CX) landscape and discusses the challenges and opportunities that senior CX leaders need to be aware of. We chat with our clients, our people and industry experts, looking at how the BPO sector is combining the emotion of the human world with the technological advances of the automated world, covering topics such as best shoring, customer journeys, digital adoption, organisational design, people engagement, use of data insight and analytics, user experience and much more. We look forward to welcoming you to Think CX.
Josie Clapham, Director of Santander UK’s Financial Support Centre of Excellence, joins Dafydd Hobbs, Client Partner, Financial Services at Gobeyond Partners, and others to discuss how financial services organisations can enhance the customer experience of those with money worries.
In this episode, Josie describes how Santander have transformed their financial support proposition to provide financial care to those in need, including developing their channel strategy, bringing empathy into their communications and investing in the development of colleagues to equip them to support their customers.
Miriam Elliott, Webhelp’s Director of Operational Excellence, chats with Rebecca Brown, founder of Think Wow, and Ami Verma, head of UK Customer Success at Intuit, on what award-winning customer experience journeys look like.
Bloom & Wild CEO, Aron Gelbard, and Webhelp UK’s Chief Client Officer, Helen Murray, discuss how retailers can make their offerings stand out to shoppers in a crowded market.
Aron shares Bloom & Wild’s customer-centric strategy for consistent growth, the changing DTC market, and what to expect in the future as well as key learnings retailers can take from their journey.
Meanwhile, Helen explores how partnerships can support brands to deliver brilliant customer experiences, exceptional brand advocacy and loyalty, all at scale.
Enjoyed this episode? Check out our recent white paper - Beyond Brand, NPS and CSAT – in which we explore how Voice of the Customer feedback can be harnessed by retailers and deployed to drive improvements to both customer experience and, more broadly, to the perception of retailers, their brands and their products.
In our latest episode, Martin Hill-Wilson of Brainfood Consulting and Webhelp’s MD of Customer Solutions, Andrew Hall, cover a lot of ground, from the growing importance of real-time data and how using this intelligently can have a profound effect on the customer experience, to the concept of ‘one office’ and how the contact centre has a key role in breaking down those traditional silos across operations, marketing, sales and service.
Webhelp's Andrew Hall and Dave Pattman of Gobeyond Partners, part of the Webhelp Group, discuss the impact of COVID-19 on the customer management industry in our new podcast.
Click here to download the whitepaper.
South Africa and India sit at the core of the Webhelp BPO offshore model, with the countries named as number one and two global BPO destinations in a recent survey.
In this podcast, Webhelp's CCO for South Africa and India, Brandon Aitken, is joined by ex-South African cricketer and CapeBPO Ambassador JP Duminy to discuss how both countries can build on this success and ensure they continue to create exceptional customer experiences for brands across the globe.
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