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CX, AI, and Outsourcing

John Walter

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All CX professionals work towards the common goal of delivering excellent and affordable customer experience. This podcast furthers that goal by exploring the ideas, technology, and economics that are shaping the customer support industry.
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This is the Proximity Outsourcing knowledge suite. This podcast is designed to help fast growth online business owners in understanding how we work, the best practices in outsourcing, contexts about the Filipino work culture, and we'll also share the recent wins of our clients so that you, too, can use these learnings to grow your business. At Proximity Outsourcing, we believe in outsourcing for growth, not just tasks. Join us as we talk about what we love most about the work we do. For more ...
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Rosie Shilo, owner of the Virtually Yours network, explores various aspects of business outsourcing from a Virtual Assistant and a Client perspective. Interviews with clients and VAs and exploring various questions around Outsourcing for business growth help you to make smarter decisions around building your team.
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Accelerance presents The Software Outsourcing show. Join your host Bobby Dewrell and a variety of guests. In each episode, we’ll address common challenges faced by companies who work with nearshore or offshore software development teams. Discover the keys to successful outsourcing with lessons learned from software outsourcing experts.
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Smarter Software Outsourcing is your gateway to the inner workings of a software development outsourcing firm. Frederic Joye, an entrepreneur with several successful businesses under his belt, including #1 software development team augmentation firm in the Philippines - Arcanys - created this show with one goal in mind: to offer business owners and CTOs a window to the software development outsourcing world, so they can better approach today’s complex business issues, know the industry best ...
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AusPhil Outsourcing

AusPhil Outsourcing

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AusPhil Outsourcing was formed due to the increasing demand in offshore outsourcing solutions for Australian Businesses. We are 100% Australian owned and operated, so your campaign will always be managed and trained by Australians, we have experience in many different industries and we can offer many different solutions, from inbound customer service to telemarketing and back office solutions. We have been established for over 5 years and currently we employ over 100 Filipinos in our call ce ...
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Discover how GoTeam's outsourcing solutions can help your business scale to new heights. Our experienced team handles essential tasks, allowing you to focus on your core competencies. Say goodbye to overwhelm and hello to growth with GoTeam's tailored outsourcing services. Join us on our podcast and learn how outsourcing can optimize your operations and drive your business success. Contact us today to learn more.
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The Chronicles of Outsourcing - Accounting, Taxation & Payroll by Initor Global UK is focused on case studies of Accounting firms' challenges and solutions. Initor Global UK Services was established in 2006 with the vision of being a platinum global Accounting company. We have a comprehensive range of “Support Accountants” services and Remote Staffing Solution Services which are utilized by reputed EA Firms, ACCA Firms, FCCA Firms and Bookkeeping Firms.
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Outsourcing and Offshoring Philippines

Outsourcing and Offshoring Philippines

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Offshoring and Outsourcing Philippines is produced by Vertical Internet Media Limited to provide insights and information about BPO industry in the Philippines as it may apply to customers in Australia, New Zealand, US, UK, Canada, and in fact, anywhere in the world. The podcast is produced as entertainment and should not be relied on for any business decision making without the listener independently ascertaining the situation and facts for themselves. The opinions expressed on this podcast ...
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Employing an outside company to handle all payroll-related duties is known as outsourcing payroll services in a business. The main reasons for using payroll management services are to cut costs and free up time when handling payroll-related financial operations. Employing a third party to handle payroll operations frees up a company from having to recruit and educate a sizable in-house payroll team, buy suitable payroll software, and keep up with complicated tax regulations. All business typ ...
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Payroll Outsourcing

reetikapaysquare

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The year was 2016 when India saw its first transaction through a QR code. Additionally, the recent innovations are the blockchain and NFT. Transaction technology has visibly changed over the years leading to new IT job roles in BFSI industries. Banking HRs are rolling up their sleeves to recruit and train this new wave of Fintech talent. The next mission is to cut costs, boost efficiency, and provide challenging roles to the workforce. HRs are focussing on these core activities while delegat ...
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In this episode, host John Walter talks with Braden Ream, the co-founder and CEO of Voiceflow. They delve into the evolution of conversation design with the advent of large language models. Braden shares insights into the shift from traditional methods to AI-driven approaches and discusses how Voiceflow is pioneering in this space. The discussion a…
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In this episode of the CX, AI, and Outsourcing podcast, host John Walter talks with Amitayu Basu, co-founder and CEO of NUMR. The discussion delves into measuring customer loyalty in the era of big data and AI. Amitayu shares insights on customer emotions' impact on loyalty, the significance of the Net Promoter System, and NUMR's role in advancing …
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In this episode of the CX, AI, and Outsourcing Podcast, host John Walter welcomes Chris Crosby for his second appearance on the show. Chris shares his extensive experience and observations on the rapid evolution of AI technologies like ChatGPT, highlighting their transformative impact on customer support. He offers valuable insights from OpenAI's D…
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In this episode of the CX AI and Outsourcing Podcast, host John Walter engages with Juanita Coley, a renowned figure in workforce management. Juanita, known for her deep understanding of employee experience, shares her journey from a call center agent to a consultant at Solid Rock Consulting. The discussion delves into the intricacies of employee e…
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In this episode we delve into the world of conversational AI with Nikola Merckseck, co-founder and CEO of PolyAI. With a rich background in machine learning and natural language processing, including a stint at Apple, Nikola brings unique insights into the evolving landscape of customer support technology. Listen as we explore the challenges, innov…
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Join us for this episode of CX, AI, and Outsourcing, where we sit down with Chris Hand, CTO of Mark II Ventures, to evaluate the seismic shifts in AI following OpenAI's Dev Day keynote. We discuss AI's burgeoning role in SaaS and customer support, the evolution of software development, and strategic business insights for budding entrepreneurs. To l…
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In this episode, a dear friend and colleague, Dean Denny, gave me the chance to share the origin story of Arcanys, how my own experiences played a role in shaping our culture, particularly our holistic wellness initiatives, and how it ultimately led to the addition of the Arcanys CrossFit Gym. This episode was first published on the Open Source Gro…
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Dive into the innovative world of gig CX with Nate Nammour from ShyftOff in this episode of the CX AI and Outsourcing podcast. Host John Walter explores the approach of ShyftOff uses for customer support, distinguishing it from traditional BPO services. Uncover how their unique model leverages a remote workforce, the utilization of AI for recruitin…
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BIPA is the currently the most important topic in customer support. It's a pitfall for all companies that are running customer voices through AI systems. In short, this legislation imposes a penalty every time a person's voiceprint is captured without written consent. The penalty is $1,000 for every negligent violation, and $5,000 for every reckles…
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This episode is a conversation with Rob Dwyer. He’s the vice president of customer engagement at Happitu. And host of the Next in Queue podcast. Happitu is a speech analytics and scripting platform. It analyzes 100% of your interactions and highlights what your customers experience. To connect with the guest, Rob, here's his LinkedIn page: https://…
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This episode is a conversation with Bradley Metrock. Bradley is a General Partner at Project Voice Capital Partners, a venture capital firm focused on the conversational AI industry. He also leads the annual Project Voice Conference and hosts the podcast This Week in Voice. Bradley's LinkedIn Profile: https://www.linkedin.com/in/bradleymetrock/ Pro…
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This episode is a conversation with Clinton Cohen, CEO of iContact, a BPO in South Africa. We talk about South Africa as announcers destination. And we also share our thoughts on the state of AI in the outsource industry. To learn more about iContact, here's a link to their website: https://www.icontactbpo.com/ To learn more about Clinton Cohen, he…
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Infinitus systems is one of the most important companies to watch in the conversational AI (CAI) space. They're creatively using CAI to efficiently transfer data through our healthcare system. It's particularly interesting how Infinitus has a long-term goal of standardizing the transmission of healthcare data. And how they are using CAI as a steppi…
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This episode is a conversation with the workforce management consultant, Irina Mateeva, regarding average handle time (AHT). We talk about the circumstances when applying AHT as a KPI for agent performance can lead to inferior customer experience. Of course, we also discuss the role of AI in the contact center. Irina regularly provides insightful c…
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Today's guest is Chafik Abdellaoui, the Workforce Planning Lead at Autodesk. We have a conversation on the use of AI by customer support teams that are primarily engaged in sales. To learn more about Chafik, his LinkedIn profile is here: https://www.linkedin.com/in/chafikabdellaoui/ To learn more about John, his LinkedIn profile is here: https://ww…
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In this episode, John Walter has a conversation with Simon Kriss about the impact AI is having on the customer support labor force. They also discuss what they view as the most important topics at the intersection of AI and customer support today. This largely focuses on data privacy in the voice support context and the use of chatbots in digital s…
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Marbue Brown has experience leading CX teams at Chase, Microsoft, and Amazon. He is also the author of the book "Blueprint for Customer Obsession" and produces insightful content about the use of AI in customer experience. In this episode, we have a conversation about using AI to provide customers with a personalized experience. Marbue also talks a…
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Immediate reduces agent turnover by allowing employees to access their earned wages. This logical solution provides a financial cushion for employees that would otherwise need to rely on predatory lenders, such as credit cards or payday loans. The reduced financial stress among employees leads to increased productivity and is proven to reduce attri…
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This episode is an interview with data privacy lawyer, Benjamin Perry from the international law firm Ogletree Deakins. We have a general discussion about biometric data privacy risk, with particular focus on the Illinois Biometric Data Privacy Act (BIPA). To learn more about or connect with the guest Ben Perry, here is a link to his LinkedIn profi…
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This episode proposes best practices for CX leaders navigating the issue of large language model (LLM) hallucination. It was inspired by (1) conversations with several customer support and AI leaders, and (2) research on the recent failure by the chatbot used by the National Eating Disorders Association (NEDA). To briefly summarize, CX leaders shou…
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Jeremy Hyde is the Director Of Customer Service at Sun Country Airlines. In this episode we talk about providing customer support in the airline industry. We also discuss how to identify the best agents to promote. Finally we discuss how to protect agent well-being when customers are verbally abusive. To follow Jeremy on LinkedIn, here is a link to…
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The tendency of LLMs (like ChatGPT) to confidently state false information is among the greatest obstacles to using generative AI in customer support. Therefore, the path to delivering high-quality customer support at low cost requires overcoming LLM hallucination. The panelists are: Liz Tsai - MIT Graduate, HiOperator CEO and Founder, created HiQ:…
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The net promoter system (NPS) has been an important method of measuring customer loyalty for the past two decades. But it was developed before the widespread use of big data and artificial intelligence. In this conversation with Jonathan Hawkins, CEO of Anthrolytics, we discuss how they use AI to predict both customer and call center agent behavior…
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In this episode of the Smarter Outsourcing Podcast, Fred welcomes Jon Darbyshire, a visionary leader and serial entrepreneur who's made a great impact in the world of business process management. Jon talks about SmartSuite's unconventional software outsourcing journey by cultivating remote-first collaboration across 6 distributed teams. 00:00 Intro…
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Never underestimate the power of a handwritten note. While people are bombarded with emails, LinkedIn messages, text messages, and push notifications every day, the average person only receives a few handwritten notes every year. But it's challenging to handwrite notes at scale due to the time it takes to write each one. That's where the robots com…
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The transition to work from home was sudden and abrupt in 2020. More than three years into the WFH era, it is clear that work from home is here to stay, especially in the contact center industry. Sameer Maini is the CEO of Collaboration Room, which provides technology that allows contact center teams to more effectively collaborate in a work from h…
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Cory Pinegar purchased Reach In 2016, at the age of 22. Reach is a BPO that specializes in serving dental practices. It has been named one of the fastest-growing companies by Inc. 500 and has been recognized repeatedly by the Salt Lake Tribune as one of the Best Places to Work. In 2021, Cory founded the remote staffing company Teem, which helps sim…
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This episode is a conversation with Mark Slatin. He's the founder of EmpoweredCX, and the host of the Delighted Customer Podcast. We talk about the net promoter score, change management, and artificial intelligence in the customer support industry. To learn more about Mark Slatin, here is a link to his LinkedIn profile: https://www.linkedin.com/in/…
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Luminai has built technology that automates mundane tasks performed by agents. What is most amazing about their technology is that the machine learns to do tasks simply through observing them being performed. This significantly reduces average handle time and allows agents to focus on communicating with customers. Additionally, Luminai's founder is…
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Join host John Walter for an insightful conversation with Swapnil Jain, CEO of Observe.AI. They dive deep into how artificial intelligence is revolutionizing customer support industry through data-rich insights and predictions. Key takeaways from this episode: Understanding how Observe.AI leverages AI to derive actionable insights from call center …
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This episode is a conversation with Sanjay Pai from Gnani. We talk about Gnani's technology for voice authentication, conversational AI, agent assist and how ChatGPT has influenced their business model. We also discuss their approach to collaborating with BPOs. To learn more about Gnani, here is a link to their website: https://www.gnani.ai/ To lea…
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We have come up with our new 𝐄𝐩𝐢𝐬𝐨𝐝𝐞 𝐧𝐨. 13 of the Initor global UK podcast series '𝐂𝐇𝐑𝐎𝐍𝐈𝐂𝐋𝐄𝐒 𝐎𝐅 𝐎𝐔𝐓𝐒𝐎𝐔𝐑𝐂𝐈𝐍𝐆' after the completion of other well-informed episodes. In this episode of Chronicles of Outsourcing, Our host Krishna Singh speaks with Parth Prajapati – AVP - Customer Experience at Initor Global UK - Concerning on Challenges faced by UK A…
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SKUx enables companies to immediately send funds to customers in a manner that is immediate, secure, and controlled. Once the customer’s identify is verified, the customer receives a digital card, which can be saved in Apple Wallet or Google Wallet. This is a helpful tool companies can use to make things right with a customer when things go wrong. …
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This episode is a conversation with Tim Hellman and Josh Viel from RDI, an impressive outsource provider with a long history. We talk about the use of data analytics in their operations. We also explore the current role of conversational AI in customer support and how it is complementary to outsourcing. To learn more about RDI, here is a link to it…
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The year was 2016 when India saw its first transaction through a QR code. Additionally, the recent innovations are the blockchain and NFT. Transaction technology has visibly changed over the years leading to new IT job roles in BFSI industries. Banking HRs are rolling up their sleeves to recruit and train this new wave of Fintech talent. The next m…
  continue reading
 
Dive into the digital huddle with Douglas Kramon, the mastermind behind ESPN's Customer Care and Fan Support initiatives. In this riveting conversation, we're pulling back the curtain on the cutting-edge technology and innovative strategies ESPN uses to tackle customer support on a global scale. Kramon, who's at the helm of ESPN and ESPN+ customer …
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We have come up with our new podcast with Parth Prajapati - AVP of Customer Experience at Initor Global UK. Here in the conversation with host Krishna Singh, Parth talks about building strong client relationships, ways to maintain strong client relationships & factors that damage relationships with clients. Tune into this informative podcast now! A…
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Payroll management has come a long way from manually calculating salaries and keeping records to an automated process that is streamlined, efficient and accurate. As technology continues to evolve, the future of payroll outsourcing looks promising with new trends emerging to enhance the process further. In 2023, we can expect to see more businesses…
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The best customer support interaction is the one that never happens. That is because it is always best for customers to be able to easily and quickly solve problems on their own without ever having to reach out to customer service. That's why I am excited about the work being done at Acrolinx to enable large companies to safely leverage large langu…
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Employing an outside company to handle all payroll-related duties is known as outsourcing payroll services in a business. The main reasons for using payroll management services are to cut costs and free up time when handling payroll-related financial operations. Employing a third party to handle payroll operations frees up a company from having to …
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Stanley Black & and Decker received the highest score for customer satisfaction in the Wall Street Journal’s latest Management Top 250 ranking. This episode is about how that was achieved. It's a conversation with the company's Global Vice President of Customer Experience Transformation, Orlando Gadea. We talk about: How to view customer support fr…
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Join host John Walter as he dives deep into the groundbreaking development of GPT-4 passing the entire bar exam. Discover how this revolutionary technology is set to impact both the legal and customer support industries, and what this could mean for our future. Will it lead to radical transformations and winners and losers? Listen in to find out wh…
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A few months ago, Daniel invited me to talk about how culture, although not quite measurable, plays a significant role in the success and failure of a business. It was great being on the other side of the podcast fence, if you will. I loved having Daniel rack my brain a little bit about what culture means for Arcanys, and how it has evolved now tha…
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Greg Reffner is the founder of Abstrakt. Their technology provides real time coaching for call-center agents. The short term importance of this technology is that it significantly improves agent performance. It has shown to decrease agent ramp time by up to 63% and increase CSAT scores by up to 27%. In the long term, I see this technology as being …
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Liz Tsai is pioneering a new approach to customer support. Instead of providing a basic chatbot, or basic human agent outsourcing, she is blending the two together with her company HiOperator. Imagine an outsource contact center that provides full conversational AI and human agent support, and does so on a cost per resolution model. That is exactly…
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