TP Talks Podcast

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

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 at Wyndham 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