TP Talks Podcast

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, 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

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