On this episode of TELUS International Studios, 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. This approach proved especially valuable over the last 18 months, when the company experienced explosive growth. You won't want to miss Mike's advice for other CX leads navigating busy periods, including how to use data to do better business,...

Joining us on the TELUS International Studios podcast is Ingrid Olson, director of customer experience at Melio. Ingrid offers a fresh perspective on the evolution of payment platforms and the technologies behind them, as well as the CX industry as a whole.

Joining us on the TELUS International Studios podcast is Aidan Connolly - CEO at Cainthus, and President of AgriTech Capital, and author of the strategic business planning book, ‘2-1-4-3, a Plan for Explosive Business Growth’. Aidan dives into his outlook on the future as a self proclaimed 'unusual leader.' In this episode, you'll hear Aidan's business plan of the future, his outlook on new technologies of the future, and the future of customer experience as he sees it.

On this episode of TELUS International Studios, we’re joined by Dan Pontefract, previous Chief Envisioner and Chief Learning Officer at TELUS. Dan launched the TELUS Transformation Office to improve workplace culture and the TELUS MBA program via University of Victoria. He speaks about the purpose of L+D, and how nurturing employees to further develop their skill sets can improve confidence, drive, fulfillment and overall company culture.

On this episode of TELUS International Studios, we're joined by Joe Gilgoff, VP of Customer Care at Daily Harvest. Since the company's start, Daily Harvest has been leading the way in centering conversations around easy, accessable, healthful foods - delivered right to your door. Part of the formula that aided in success at Daily Harvest, is the approach to customer care - where customer relationship building is key. Joe himself started his career on the customer care frontlines, and he now...

Damien Beresford, Chief Technology Officer at Nearform joins us on this episode of TELUS International Studios. Nearform has been in the spotlight over the last year for their COVID-19 contact tracing developments. Damien deep dives into the process of what it was like tackling the task of a lifetime - from the discovery phase, to working with government leaders, to ultimately designing user-friendly contact tracing services. 

On this episode of TELUS International Studios, we're joined by Brian Solis, Global Innovation Evangelist at Salesforce. Brian wears many other hats as a digital anthropologist, author, and keynote speaker, so there's no shortage of insights he has to share.  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 identifies this time as the "novel economy"...

On this episode of TELUS International Studios, we're joined by Richie Foley, SVP of Product and Design at LetsGetChecked. LetsGetChecked are a home diagnostics company providing groundbreaking healthcare accessibility by allowing customers to get medical testing of all types, right from the comfort of their own homes. Their services range from hormone testing, STD and wellness testing, as well as adapting to the pandemic to provide COVID testing. This episode deep dives into what the last...

Minnie Fong VP of New Markets, Business Operations and Strategy at Imperfect Foods joins us on this episode of TELUS International Studios. Imperfect Foods has exploded on the scene and now serves as a tentpole for companies with missions centered around sustainability and preventing food waste. 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. 

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.

On this episode of TELUS International Studios, we chat with Peter Ryan of Ryan Strategic Advisory. A former guest of the podcast way back in 2017, Peter offers a unique approach to which technology has remained on top, how the world of CX has shifted because of the COVID-19 pandemic, the use of analytics to understand your customer base, and how society's needs have changed since then.  You can find more from Peter on RyanAdvisory.com and LinkedIn.

Starting a new business or a side hustle can seem scary, but after years working for the biggest tech companies in the world, Mark Quinn took the plunge. Mark is currently the Head of Engineering Operations at Waymo, and has worked at a very high level for tech giants like Apple, Amazon and LinkedIn. But now, Mark is the Founder and CEO of Eyelinez, a new company looking to engage virtual meetings and conversations with a more meaningful connection. In this episode, Mark shares insights from...

Companies have had to digitize their business processes at rapid speed due to the COVID-19 pandemic. Twilio is one of the companies keeping very busy during this time by helping the rest of the world's companies adapt to the modern reality of having to do business. We've seen six years of digital transformation happen in under a year - skipping over bureaucracy and decision making that holds up modernization.  As many companies move from single channel to multichannel communication, they are...

During this extremely difficult year, we have had the privilege to talk to incredible people on TELUS International Studios who have made great strides, predictions, and even offered guidance to employees and business leaders to help make it through this period.  Happy new year from all of us at TELUS International! We look forward to having you join us in 2021 for more interviews with top companies and CX leaders. 

The global pandemic forced many companies all over the world to accelerate their digital transformation. On this episode of TELUS International Studios, we're joined by Jim Radzicki, the Chief Technology Officer of TELUS International, who shares the many pieces of the digital transformation puzzle during these unprecedented times.  Adapting to a work from home model takes more than just sending employees home. From maintaining corporate culture and employee engagement, to enforcing the...

It makes good business sense: happy employees lead to happy customers. On this episode of TELUS International Studios, Evelyn Doyle, HR Director EMEA at Patagonia talks to us about how empowering employees to be a part of something bigger is the secret that's stitched into Patagonia's fabric. Culture, purpose, and being part of a change is something that Patagonia has taken very seriously since day one. By encouraging team members to take part in climate action protests, and supporting them...

Recent months have been a make-or-break time for companies all over the world. As everyday life for so many changed seemingly overnight, companies were forced to adapt. For many shops with only brick-and-mortar locations, this looked like an acceleration of the store's online presence in order to stay up and meet demands. Enter: Shopify, an ecommerce platform that allows companies to do business online. Operations at Shopify have sky-rocketed in the last few months, even landing on FT's list...

As entrepreneurs look for funding for their next big idea, they might want to take a closer look at their CX strategy. Andrew Steele from Activant Capital joins this episode of TELUS International Studios to discuss exactly how VCs look at how companies approach their CX model. This is even more important today as companies globally were recently forced to adapt when lockdown restrictions hit, and investors and customers alike were able to see which companies were caught without a solid CX...

What might the world might look like as COVID-19 lockdown restrictions lift all over the world? Dr. Pete Lunn is a behavioral economist and head of the the Behavioral Research unit of the ESRI. Dr. Ryan Hamilton is a Professor of Marketing at Emory University and co-host of the Intuitive Customer CX podcast. They unpack how consumer buying habits might change, how everyday social interactions will be impacted, and how brands might be able to better tailor their business approaches to these...

What separates the world's most successful companies from all the rest? World-class customer experience. On TELUS International Studios, we meet with some of the top companies and leaders in customer experience, to deep dive into what CX means to them. Follow this space to hear more on topics like Trust & Safety, the use of AI and chatbots, data science in CX, Healthtech and beyond. You won't want to miss what's next. 

On this episode of Voxpro Studios, we speak to Alan Coleman, Founder of Sweepr - the voice activated customer service platform looking to help streamline CX for the smart home industry. With the connected home becoming more complex and layered with multiple devices, fixing a simple technical problem might seem like a huge undertaking. Sweepr is providing the solution to assist customers with different levels of technological competency through their voice activated platform.

Jon Stross, cofounder at Greenhouse, shares how companies can continue to prioritise employees remotely. Everything from recruiting, interviewing, onboarding, and maintaining company culture in a new remote-working world has changed for companies everywhere. But as more companies adjust to the current circumstances, will there be a permanent shift to distributed hiring and remote working models in the future? eBook: https://www.greenhouse.io/guidance/distributed-hiring-and-remote-working

On the third episode in the Work From Home Series, Kieran McCorry, National Technology Officer - Microsoft Ireland shares his insights, experiences, and predictions on how our current working situation will change the world of work forever. With a surge of employees using Microsoft Teams to ease their remote working routines, Kieran speaks to the importance of preserving the user experience of Teams, and how IT professionals around the world are stepping up to ensure colleagues stay connected.

This is an exceptionally challenging and confusing time for employees and employers all over the world. The current global situation has accelerated digital transformation for many companies previously only flirting with digital capabilities as a 'nice-to-have' option. In this episode, Peter Cosgrove, Future of Work Expert, breaks down what this all means for companies moving forward, and how to ease the transition for managers learning to manage teams remotely for the first time.

At this unprecedented time of uncertainty, many of us are now working from home as a long term solution for the very first time. It's tempting to wake up in the morning and check your emails from the comfort of your bed, but it might not be the best way to optimise your own WFH potential. On this episode of Voxpro Studios, CNBC thought leader, VP of Innovation at Massive Alliance, and 10-year WFH veteran Tom Popomaronis shares 6 tips for employees newly adjusting to working from home.