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Scaling & GrowthMatt Dixon on overcoming customer indecision
Customer experience analyst and best-selling author, Matt Dixon, sits down with TELUS International Studios to share insights from his new book, The JOLT Effect: How High Performers Overcome Customer Indecision. Listen for his latest findings.
CX TrendsProfessor Ryan Hamilton on COVID-19 consumer decision-making (two years later)
On this episode, we’re joined by a returning guest: Professor Ryan Hamilton of Emory University and the co-author and co-host of The Intuitive Customer, a book and podcast series by the same name. Tune in to hear us break down his most recent research on the science of decision-making, how cognitive exhaustion has impacted our everyday lives and how the customer journey will be influenced by COVID-19 for years to come.
CX Best PracticesFirst time listening? Start here
TELUS International Studios invites industry thought leaders and decision makers from the world’s most disruptive brands for in-depth conversations on the latest in digital customer experience and technology. First time listening? Welcome! Here’s where to start.
CX Best PracticesThe Home Depot on shaping CX with strong values
On this episode, Mike Jones, senior director of customer care at The Home Depot, explains how an inverted pyramid management style, along with a set of timeless core values, are fundamental to The Home Depot’s CX strategy.
CX Best PracticesHow Melio uses CX as a brand-defining moment
In this episode, you’ll hear Ingrid Olson, director of customer experience at Melio, share a fresh perspective on CX during periods of expansive growth.
Scaling & GrowthIs your business plan future-proof?
In this episode, you’ll hear Cainthus CEO Aidan Connolly’s outlook on new technologies and the future of customer experience.
CX Best PracticesHow Daily Harvest delivers premium CX at scale
On this episode of TELUS International Studios, we’re joined by Joe Gilgoff, VP of Customer Care at Daily Harvest, who started his career on the customer care frontlines. Joe emphasises the message that you do not have to sacrifice quality in scaling an operation.
Generational SupportBrian Solis on the Novel Economy and Gen N
From how the pandemic has changed our relationship with technology, accelerated fear and anxiety, to the stress this time has had on the economy, and what it all means for your company. Brian Solis identifies this time as the “novel economy” and he introduces a new cross-generational demographic, called Generation N.
CX TrendsHealthcareThe Impact of At-Home COVID Testing with LetsGetChecked
This episode deep dives into what the last year has been like for LetsGetChecked - from providing COVID testing, to working alongside various airlines to launch a transatlantic Coronavirus testing trial to demonstrate how testing can re-open travel routes and minimize the need for quarantine periods.
Scaling & GrowthPreventing Food Waste at Scale
Minnie Fong VP of New Markets, Business Operations and Strategy at Imperfect Foods joins us on this episode of TELUS International Studios. Minnie has been with the company from the start, so she shares what the explosion of success and growing pains have been like with the company.
CX Best PracticesAnnette Franz on tackling CX pain points
Annette Franz, Founder and CEO of CX Journey joins us on this episode of TELUS International Studios. Annette has been accelerating the industry for 20 years, analyzing companies and helping them strategically nail CX. In the interview, she also warns companies of the consequences of when CX falls to the wayside.
CX Best PracticesHow Eyelinez can help virtual engagement
In this episode, Mark Quinn shares insights from his incredible career so far, starting with his experience in the U.S. Airforce up until today - and how he continues to use these insights in his own business model at Eyelinez.
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