TP Talks Podcast: Recent Episodes
Teleperformance
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!
The customer acquisition and sales landscape has evolved faster than ever before, and we are in a different selling market than we were in 2021 or 2022.
“ How can we do more with less and stay relevant” is becoming a hot topic for organizations of all sizes. With innovative approaches to this changing sales landscape, and groundbreaking evolution in AI and automation, there are reasons for optimism. By focusing on targeted, intelligent, and revenue-focused strategies, we can make the most of our resources and drive real results.
To show you how, Lewis Taylor, Vice President of CX Services with CISCO shares:
- Insights on building a clearer understanding of your ideal customer profile and their buying journey
- How to leverage AI & technology that enables you to do more with less
- Best Practices to ensure your customer support teams are revenue generators
Speakers:
Lewis Taylor, Vice President of CX Services with CISCO
Michael Aronowitz, EVP of Digital Sales & Strategy with Teleperformance
Few conversations about the future of the contact center downplay economic wariness – and few sectors have more cause for concern than collections.
Combining insolvencies with a rapidly increasing cost of living, potential job losses, rising interest rates, and consumer over-commitments, financially stretched households are forced to turn to credit even more. Further, without the injection of liquidity, company balance sheets burdened by existing growing debt, face an enduring risk of insolvencies and defaults. How will a potential economic downturn increase the risk of delinquency? How will it impact brands’ ability to properly resource their contact centers, and then empower those teams to collect from worried customers?
In this podcast, Craig Paterson, SVP Specialty Operations with GM Financial and Brian Cantor, Managing Director with IQPC’s Customer Management Practice division separate fact from fiction when it comes to risk levels and answer pressing questions on the future of collections in 2023, how to use technology and AI to not only survive but thrive. They will share their:
- Assessment on the present risk of payment delinquencies and what we can expect going into 2023
- Success stories and steps brands should be taking right now to maximize results and customer satisfaction
- Best practices on combining data, technology, and strategy to build the most proactive, customer-centric, and effective collections initiative, one that will excel no matter how the economic landscape evolves
- Insights on the rise of Machine Learning, Automation and AI, the demand for empathetic engagement, and the need to rethink employee experiences
Speakers:
Craig Paterson, SVP of Specialty Operations with GM Financial
Brian Cantor, Managing Director with IQPC’s Customer Management Practice division
Roni Teson, VP and Collections Expert with Teleperformance
In this podcast, we dive deeper into the qualities and skills required to be an effective sales leader. We will share plenty of do’s and don’ts along with several best practices to create a long-lasting impression on your customers.
Speakers:
Jacci Grilllo-Noto - Director of Sales Northeast with Kelley Blue Book and Cox Automotive
Kevin Brody - CEO at Landfill Data
Helen Rankin - Chief Brand Officer at Swagup
Michael Aronowitz - EVP, Digital Sales and Strategy at Teleperformance
As the technology in the healthcare space is constantly evolving, we talk about our Top 5 Predictions in the Healthcare Industry in 2023 with Pranam Ben, Founder & CEO at The Garage and Himadri Sarkar, EVP and Global Head of Consulting at Teleperformance. Pranam and Himadri discuss the growing emergence of remote care with telehealth visits and virtual hospitals, how to drive engagement in care coordination and patient engagement, revenue leakage and topline management in risk and performance management, personalized healthcare and why it's needed, and the addition of retail healthcare as part of the continuum.
Speakers:
Pranam Ben – Founder and CEO at The Garage
Himadri Sarkar - EVP and Global Head of Consulting at Teleperformance
Marriott’s success comes from its first core value: Putting People First. As the world’s largest hospitality company, Marriott’s transformation journey is centered around its people. Customers now increasingly expect the contact center to handle complex interactions with an aura of empathy, critical thinking, and personalization. Over the years, Marriott has invested in transformation and a robust service delivery model to empower their employees to handle these emotional connections seamlessly.
As contact centers today struggle to recruit, retain, and engage their employees, Marriott’s strong people-first culture has ensured success even in the most challenging times. From wage rate increases to focusing on employee welfare programs and career growth, to re-skilling and providing flexible work environments, Marriott has successfully closed talent gaps and attracted the right talent to wow their customers. These efforts have led to Marriott winning the coveted Global Traveler’s “Best Frequent-Stay Customer Service Award” for two consecutive years..
Join Shannon Patterson, Senior Vice President with Marriott International, as she shares:
- Insights on Marriott’s award-winning customer engagement service delivery models
- Success stories, wins and outcomes from Marriott’s people-first culture on Marriott’s contact centers
- Best Practices on what it takes to overcome labor issues and attract and retain talent today
Speakers:
Shannon Patterson, Senior Vice President with Marriott International
Rebecca Brown, Executive Vice President, Teleperformance
Live selling and video-based content are becoming a key part of many industries. The retail industry was in the midst of transformation well before the pandemic. Customers were already craving more engaging online shopping experiences—and the pandemic only accelerated this, with an astonishing 75% of U.S. consumers trying new shopping methods in response to economic pressure, store closings, and changing priorities during the pandemic (according to McKinsey). In response to these shifting consumer preferences, live selling has emerged as a way for retailers to engage buyers in a safe, digital format that retains the human element of in-person shopping.
In recent years, analytics have evolved and become the backbone of sales programs. It’s vital to use the best tools to obtain accurate data and thus, generate ample revenue. In addition, sales data help you identify hindrances that diminish your sales rate so you can find a solution as soon as possible. In this podcast, Michael Aronowitz and Sid Mukherjee focus on how we utilize data and analytics to increase conversion rates, the role of AI in the sales domain and what we can expect in 2023.
Speakers:
Sid Mukherjee - Chief Digital Officer with Teleperformance
Michael Aronowitz - Sales CX leader with Teleperformance
Live selling and video-based content are becoming a key part of many industries. The retail industry was in the midst of transformation well before the pandemic. Customers were already craving more engaging online shopping experiences—and the pandemic only accelerated this, with an astonishing 75% of U.S. consumers trying new shopping methods in response to economic pressure, store closings, and changing priorities during the pandemic (according to McKinsey). In response to these shifting consumer preferences, live selling has emerged as a way for retailers to engage buyers in a safe, digital format that retains the human element of in-person shopping.
In recent years, analytics have evolved and become the backbone of sales programs. It’s vital to use the best tools to obtain accurate data and thus, generate ample revenue. In addition, sales data help you identify hindrances that diminish your sales rate so you can find a solution as soon as possible. In this podcast, Michael Aronowitz and Sid Mukherjee focus on how we utilize data and analytics to increase conversion rates, the role of AI in the sales domain and what we can expect in 2023.
Speakers:
Sid Mukherjee - Chief Digital Officer with Teleperformance
Michael Aronowitz - Sales CX leader with Teleperformance
While the Healthcare landscape has already shifted dramatically, healthcare providers have had to rapidly adapt to the fast-evolving needs of patients. Whilst the nature of healthcare delivery has transformed drastically in the last six months, the end goal for providers remains – to provide the best patient experience. To support the end-to-end patient journey, and engage with them at every touchpoint, healthcare providers are increasingly implementing a digital front-door strategy. In a metaphorical sense, the digital front door represents how healthcare organizations engage with patients from the offset – assessing needs, and advising on treatment and care.
In this podcast, Paddy Padmanabhan, CEO with Damo Consulting will share:
- Actionable insights on the future of Healthcare in the new normal
- The growing role of digital health and digital transformation in Healthcare
- Best Practices on developing a robust technology strategy, picking the right technology partners and implementing enterprise digital roadmaps successfully.
Speakers -
Paddy Padmanabhan, CEO with Damo Consulting
Jason Lockbaum - Executive Vice President, Teleperformance
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
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
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
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
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
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 atWyndham Hotels & Resorts Group
Elsia Casale - Travel CX Leader with Teleperformance
Cindy Novotny is a leader in the hospitality and travel industry. Working in the luxury hotel space with travel advisors, private aviation, restaurant groups, and global entertainment theme parks, she has helped thousands of executives improve their sales, service, and leadership skills.
It is imperative that the travel and hospitality sectors prepare for the eventual travel surge to come as a result of pent-up demand. Join Cindy Novotny as she shares her insights and best practices on preparing for the travel surge, helping your employees stay relevant and focused on the guests, and overcoming the impact of “The Great Resignation”.
During the pandemic, Cindy traveled throughout the USA to Mexico, Saudi Arabia, Dubai, Italy, Switzerland, and many other great destinations delivering a realistic but inspirational message. Travel is her life, and it is exciting to have her join us to discuss trends, customer service, and leadership challenges that will set us up for future success.
Speakers
Cindy Novotny - Managing Partner of Master Connection Associates
Rebecca Brown – Executive Vice President, Travel at Teleperformance
In this edition of our Sales focused podcast series, Michael and Stephanie are going to focus on the operational success of sales programs. From identifying objectives/profiles, finding the right location, collaborating with the right partner, to hiring the right people, they will dive deeper into know-how and share insights on launching successful sales programs in 2022, ensuring sales program success in the ever-changing wave of working from home environment, best practices to recruitment, and finding the right talent. Speakers:
Michael Aronowitz
Executive Vice President, Digital Sales and Strategy, Teleperformance
Stephanie Millner
Global Executive, Vice President CX Management Teleperformance
Emerging payments and digital assets are generating significant market interest and already disrupting traditional financial services. firms in the enterprise space are beginning to leverage technologies developed and tested in the crypto market through blockchain technology in their payments and settlement, record keeping, securitization, and trading platforms. With increased adoption and mainstreaming of digital assets, multiple commercial opportunities and first-mover advantages are springing up as well as for the financial services industry and those native to crypto. However, the evolving ecosystem is raising new risks unique to the crypto market, such as compliance constraints and private key management. Hence, the resulting emergence of new operators offering services that allow both institutional and private players to access and operate as part of the crypto ecosystem, and use their funds or hold their digital assets safely. In this podcast, we will dive deeper into understanding emerging payments, the role of crypto assets, their adoption, and how they will impact the existing payment infrastructure.
Speakers:
Mamta Rodrigues - Vice President, President for Financial Services, Teleperformance
Patrick Guckes, Executive Vice President, Financial Services with Teleperformance
In this podcast, Mary McCarthy with Microsoft and Athina Karahogiti will reflect on their career journeys, successes, and life lessons. We will celebrate the achievements of these successful female executives. We hope you will be inspired by hearing their advice on subjects such as:
- Mary’s Journey
- Current team Coaching level improvement above 90%
- 5 – G methodology (Mary’s innovation) & Recipe for success
- 6 conditions of High-Performance team coaching Coaching technique from a psychological perspective
- Self-coaching
Speakers:
Mary McCarthy – Readiness People & Culture Lead, Modern Life, Gaming & Customer Service with Microsoft
Athina Karahogiti– Executive Vice President, Teleperformance
In this TP Talks podcast, we talk about all things CX in the New Economy! Most new economy products and services have a larger part of the Customer Journey happening online. In effect, delivering great CX is much harder for new economy firms. From creating awareness about the product or service to building trust in its fulfillment, to gaining commitment from the customer for purchase, and finally building advocacy or word of mouth promotion, the journey is complex and interesting! Abhinav Singh, Vice President and CX strategist, and Heather Romios, Vice President of Marketing with Teleperformance will share insights, best practices, and real-world success stories on designing CX solutions for brands and helping them generate more revenue at a lower cost to serve. Speakers:
Abhinav Singh - Vice President, CX Strategist, Teleperformance
Heather Romios - Vice President, Marketing, Teleperformance
The pandemic has super-charged the customer’s digital mindset and fueled the expectation for multiple channels and tools to help them make a purchase decision today. As a result, companies have had to evolve their own systems and processes to build engagement and meet their buyer at a place and time of their choosing. In this edition of our Digital Sales-focused podcast series, Michael Aronowitz and Stephanie Millner will explore learnings from 2021. What took them by surprise, for example, labor shortage, wage rates going up, retaining talent, and more. They will also discuss what worked and what did not. For example, many companies should have focused their efforts on implementing digital tools and technology to cross-sell and upsell better. This would have enabled them to lower their cost per call, drive additional revenues and create higher lifetime value. They will also discuss what to expect in 2022 and how you should prepare for it. Speakers:
Michael Aronowitz - Executive Vice President, Digital Sales, and Strategy, Teleperformance
Stephanie Millner - Global Executive, Vice President CX Management Teleperformance
The US market is facing its most severe labor shortage in decades. Contact centers are struggling to recruit, retain, and engage their employees. At the same time, customers now increasingly expect the contact center to handle complex interactions with an aura of empathy, critical thinking, and personalization. When customers encounter contact centers that meet these criteria, they are 95% more likely to support the brand.
How can companies close the talent gap in this challenging environment? How can they not only attract the right talent, but also provide them with the tools and know-how to wow customers?
Join Brian Cantor, Principal Analyst & CCW Digital Director for IQPC's Customer Management Practice, as he shares:
- Best Practices and what it takes to attract and retain talent today
- Insights from research and real-life case studies about how the role of the agent is changing
- Tips on how companies can prepare their agents to meet a higher standard for service and organizational impact
Billions of consumers use asynchronous messaging with friends daily. Consumers today, have shifted the expectations of engagement and have allowed brands to communicate with them at a place and time of their choosing. Digitally savvy customers are preferring chat and messaging as their preferred channel of interaction. To summarize, Asynchronous service options meet customers “where they live”! In this podcast, the focus will be on the rise of Asynchronous messaging, usage of messaging as a channel of interaction, benefits, the role of automation driven technology within messaging, recommendations, and best practices to implementing asynchronous messaging as a channel to connect with customers.
Speakers:
Amit Luthra, SVP Operations, Teleperformance
Rajan Ghosh, Customer Experience Strategist, Teleperformance
Women continue to face challenges in the corporate environment but we have come a long way. We can energize one another as we share our stories along with the challenges we have overcome. In this podcast, Maureen Fahey – Senior Vice President, US Bank - will reflect on her life lessons, her journey from beginning as a teacher to Risk Management, Compliance, Governance, and more with US Bank. We will celebrate the achievement of these successful female executives, their career journey, and life stories. Rupa Ramamurthy – Executive Vice President, Teleperformance - moderates and shares some of her own!
We hope you will be inspired by hearing their advice on subjects such as:
- Balancing professional and personal life
- Finding your voice and passion
- Transforming in the face of adversity
- Leading and thriving in innovative and disruptive environments
Speakers:
Maureen Fahey - Senior Vice President, US Bank
Rupa Ramamurthy – Executive Vice President, Teleperformance
With changes in our work environment and with more people working from home, much of today's conversation is focused on what automation can potentially do to strengthen customer engagement, improve processes and augment contact center performance. But what does this actually mean for our agents? While it’s important to note that automation should augment, not replace, human work, It’s time the conversation focused on the human equation in the automated world, focusing on how employee roles will change, and understanding what the human-automation relationship truly entails.
In this podcast, Brian Cantor, Principal Analyst & CCW Digital Director for IQPC's Customer Management Practice, shares interesting trends and statistics and answers pressing questions:
- How do we zero-in on the tasks weighing down our agents, which are thereby causing productivity and satisfaction challenges?
- Once we start to automate these tasks, what does it mean for staffing and workflow?
- What does the human-AI relationship entail and how do we track its impact?
- How will the rise of automation impact long-term personnel needs and opportunities?
Teleperformance will provide some best practices and insights.
When it comes to real-time interactions, customers want experiences that are as similar to IRL (in real life) as possible. Online engagement with live video can better educate online visitors about your products; which can shorten the buying cycle.
In this session, we will talk about the ins and out of using online engagement with live video. You will learn:
- Benefits of using video to increase sales
- Tips and best practices for providing online engagement with live video
- Insights on implementing this with the right lines of business
- Increasing online conversion and reducing the abandonment rate
- Achieving higher ROI by selling more units
Having a coach to guide you through your career journey enables the development of strategies to navigate tough times and achieve business goals. Since everyone doesn’t have a coach, TP Talks Podcast is bringing you one! We are delighted to host renowned author Dr. Lois Frankel to share valuable lessons learned, insights and practical advice.
Dr. Frankel is a pioneer in the field of business coaching and combines her experience in human resources at a Fortune 10 oil company with a PhD in Psychology from the University of Southern California. She literally wrote the book on helping executives to succeed in businesses globally, and her international bestsellers such as Nice Girls Don't Get the Corner Office and Stop Sabotaging Your Career have been translated into 25+ languages.
In this podcast, we aim to inspire and promote positive changes by addressing subjects such as:
- Getting over self-doubt and getting in touch with the voice inside you
- Knowing the rules of the game, identify boundaries and playing fields
- As a leader, learn how you can change the game
- Empowering executives through education and self-awareness
Speakers:
Dr. Lois Frankel- Keynote, Motivational and Inspirational Speaker
Marina Netto Campos- Global Head, Teleperformance Customer Experience (CX) Lab, Teleperformance
In this edition of our Sales podcast, Michael and Stephanie share their insights on leveraging data and analytics to facilitate effective sales strategies. Michael will share his insights and best practices on analyzing the data, automating reports, understanding buying and non-buying signs, using the data to influence buys or solve problems. Michael also shares examples of how customer service and sales should go hand in glove to drive revenue and opportunities to cross-sell and upsell.
Speakers:
Michael Aronowitz - Executive Vice President, Digital Sales and Strategy, Teleperformance
Stephanie Millner - Global Executive, Vice President CX Management Teleperformance
In this edition of our Sales focused podcast, Michael and Stephanie share their insights on combining tools, technology, and data to facilitate effective sales strategies. Successful organizations marry the data and analytics with available tools and technology to make them smarter, better, faster and safer. Every call with a customer is unique. Michael will share his insights and best practices on using the data and leveraging different sales playbooks for a variety of calls to increase sales conversions. Michael and Stephanie will also share the best way to analyze the data and the resulting conversations to have with agents to empower them and ensure they are successful.
Speakers:
Michael Aronowitz - Executive Vice President, Digital Sales and Strategy, Teleperformance
Stephanie Millner - Global Executive, Vice President CX Management Teleperformance
We are in hard times! Even though we are on the road to this new normal, we see companies struggling to keep their head above the water. According to Steven van Belleghem, "March 2020 was the biggest digital transformation course the world has ever seen", and we're living a completely different life, where business and consumers are still adjusting their approach. Many companies saw opportunities to transform the way they ran their business and stood out. In this podcast, Steven highlighted the top-three elements companies need to establish to give their customers an offer they can refuse neither today nor post-pandemic. He also shared highlights on business evolution in the past months and the best adoption performed by companies across the globe.
Speakers:
Steven van Belleghem, Best Selling Author, Keynote Speaker and Global Thought Leader on the Future of customer Relationships
Danny Kuivenhoven, Digital Transformation Director at Teleperformance
Microsoft and Teleperformance have established a broader, more shared partnership with aligned cultural values and goals. Both brands have embraced the concept of driving mutual business outcomes by collaborating and amplifying each company’s initiatives. Extending to corporate social responsibility, for the greater good of the communities they serve, activities include environmental initiatives, skills-based training, and impact sourcing, among others. Daniel will share his insights, best practices, and will share success stories. Learn how to apply this approach to achieve shared-value outcomes within your own partnerships.
Michael Aronowitz, Executive Vice President, Digital Sales, and Solutions, and Stephanie Millner, Vice President, and customer experience strategist with Teleperformance share plenty of insights and best practices to rock your sales programs in 2021. They will discuss what 2020 taught us, people have altered the way they shop and what that means for sales in this new normal, new sales channels that are proving to be effective and measuring customer effort and the impact on the customer journey to a result the next sale.
Today’s markets are in the midst of disruption. As the world continues to adapt to this new normal, Chat as a channel continues to be a preferred medium of interaction. With most people in quarantine or working from home, the amount of time spent online has increased significantly. Customers are increasingly willing to communicate with support agents in the same way they do with friends and family.
In this podcast, Amit Luthra, SVP Operations with Teleperformance, and Rajan Ghosh, Customer Experience Strategist with Teleperformance will share insights on;
- The role of Chat in the future and its role within the larger support strategy
- Challenges companies face in the new normal and how Chat as a channel can help them achieve their goals
- The impact of Transformation and how bots can help bridge the gap, connecting customers with businesses
COVID-19 has caused massive disruption to businesses worldwide and the Insurance industry is no exception. Liberty Mutual Insurance has played a critical role in ensuring business continuity, providing seamless customer service and fair claims resolution throughout the pandemic. In this podcast, Paul and Cesar share Impacts, lessons learned, and strategies deployed during the COVID-19 pandemic. Paul also shares his Insights on the buyer journey, customer centricity at Liberty Mutual Insurance in the new normal, and managing the Liberty Mutual culture and customer-facing agents in the new normal.
Speakers:
Paul Richartz - AVP, Claims Service Centre, Liberty Mutual Insurance
Cesar Soliman - VP, Banking, Financial Services, and Insurance, Teleperformance
Mamta Rodrigues - Division President, Banking, Financial Services, and Insurance, Teleperformance
“The outcome of the customer journey and their experience starts and ends with us,” says Lewis Taylor, Global Head of Support with Dropbox. The company has improved its customer effort score significantly by enabling a customer experience that centers on agents who are happier feel more vested, are empowered, better understand customer’ requirements, and continually share feedback. Lewis strongly believes that this, along with creating an enterprise-wide (including partners) initiative, ensures that their frontline is set up for success and the customer remains at the center of everything they do. In this Podcast, Lewis shares insights on extending customer-centricity thinking across the Dropbox organization, building relationships within the organization and with partners, and decreasing customer effort.
Speakers:
Lewis Taylor - VP, Head of Global CX, Dropbox
Athina Karahogiti - EVP, Strategic Account Management, Teleperformance
When COVID-19 hit banking and financial services institutions, they faced many challenges, for example, infrastructure to send the employees home immediately, remaining compliant, companies were concerned and in many cases unwilling to share PII data with service representatives. As a result, institutions and their partners were able to innovate, come up with various solutions collaboratively via gamification, digital adoption, automation, and leveraging other channels to overcome these challenges. This ensured an effective and secured business continuity plan and ensured the customer data was protected. In this podcast, Mamta and Cesar will provide plenty of insights on how COVID-19 has impacted the Banking and Financial Services industry, lessons learned, solutions to overcome challenges, how companies adapted and managed during this crisis, and what companies can do to mitigate these risks in the near and long term.
Speakers:
Mamta Rodrigues - Division President, Banking, Financial Services, and Insurance, Teleperformance
Cesar Soliman - VP, Banking, Financial Services, and Insurance, Teleperformance
Omnichannel digital strategies and experiences have revolutionized how Healthcare companies are managing Telehealth. Healthcare companies and service providers have been able to design and leverage innovative tools and solutions, and as a result, have ensured Healthcare has become more accessible and cost-effective in the post COVID world. In this Podcast, Linda and Monica will provide insights on designing and providing solutions critical to the patient journey, and help you identify innovative tools and solutions that could support virtual Healthcare.
Speakers:
Linda Comp-Noto - Division President, Healthcare Practice, Teleperformance
Monica Spigner - EVP, Business Transformation, Teleperformance
Contact tracing today is key to slowing the spread of COVID-19 within our community. The goal is to find everyone who has come in contact with an infected person, isolate or quarantine them, and as a result, prevent them from infecting others. Contact Tracers are highly trained to balance a person’s rights with the safety of the public community. They use special skills to investigate as well as support the emotional and basic needs of someone who has the illness or may have been exposed to the virus. In this podcast, we will discuss the importance of a high-tech, high-touch approach to contact tracing.
Speakers:
Linda Comp-Noto - Division President, Healthcare Practice, Teleperformance
Trace Anderman - EVP, Healthcare and Customer Experience Strategist, Teleperformance
Puneet Goyal - VP, Healthcare Solutions, Teleperformance
With businesses re-opening, we have seen a surge in positive COVID-19 cases. This could mean only one thing, delays and change of plans. As we approach the fourth quarter, the most important quarter for most businesses, this surge in cases could have a big impact. In this episode, Michael will provide his vision on what companies should be doing to ensure their sales programs remain effective and efficient, maintaining the positive mindset amongst work at home sales agents. Michael will also share insights on how companies should begin prioritizing and planning for Q4, 2020.
Speakers:
Michael Aronowitz - EVP, Digital Sales and Strategy, Teleperformance
Stephanie Millner - VP, Customer Experience Strategist, Teleperformance
Tele-Medicine is certainly the buzzword in Healthcare today. Having said that, it is far from being a new approach to patient care. Despite the availability of telemedicine, only a fraction of providers were utilizing it prior to the COVID 19 outbreak. However, In the new normal, the demand for services is rapidly rising, and on some accounts, volumes have spiked as much as 50%. Today, the WHO is recommending the use of Tele-Medicine for the screening of suspected COVID-19 cases to prevent possible transmission. In this podcast, JoAnne and Linda will focus on triage and scheduling. They will dive deeper to provide insights on how COVID-19 has impacted Healthcare plans and providers and share opportunities that have risen in the new normal.
Speakers:
Linda Comp-Noto - Division President, Healthcare Practice, Teleperformance
JoAnne Anderson - Healthcare Strategic Partner Executive, Teleperformance
US savings is the highest it’s been in almost 39 years and spending is falling faster than ever before. As markets emerge from lockdowns, one thing is certain: companies need to drive sales – and now! In order to make this efficient and effective, you are going to need great salespersons, better data and analytics, and find that competitive advantage to become better, faster, smarter than your competitors. The race to increase revenue post-COVID-19 is on! In this episode, Michael will provide his vision on how you can kickstart your sales engine and will share plenty of insights and best practices on how you can meet your goals.
Speakers:
Michael Aronowitz - EVP, Digital Sales and Strategy, Teleperformance
Stephanie Millner - VP, Customer Experience Strategist, Teleperformance
Everyone is scrambling to figure out the impact of COVID-19 on the economy and how to deal with it, one thing is certain: companies need to drive sales. Michael Aronowitz will provide his insights on how COVID-19 has impacted sales programs and what companies can do to mitigate these risks in the near and long term.
Speakers:
Michael Aronowitz - EVP, Digital Sales and Strategy, Teleperformance
Stephanie Millner - VP, Customer Experience Strategist, Teleperformance