OneTAKE with Ian Barkin

 “[The outsourcing] industry has been so resilient through everything and continues to just create opportunity and connection and value.” Debi Hamill, CEO of IAOP Welcome to OneTAKE Live! In this episode, host Ian Barkin speaks with Debi Hamill, CEO of IAOP, about the history and evolution of outsourcing and how IAOP has created four Centers of Excellence (CoEs) that are focused on digital technologies, the future of work, collaborative supplier governance, and impact sourcing — all of which are actively defining the industry’s future. Once referred to as the “strategic use of outside resources,” the outsourcing industry — and outsourcing as a profession — has come a long way. In a rapidly evolving business climate, successful outsourcing is a team effort powered by the ongoing collaboration of customers, providers, and advisors. But as much as outsourcing has changed, the industry’s impact has only continued to grow, whether through digital technologies or efforts like impact sourcing, now sometimes referred to as socially responsible outsourcing. Each of IAOP’s CoEs are critically important to outsourcing, though from Debi’s perspective, collaboration is the driving force. When IAOP met to define their approach to their collaborative supplier governance CoE, Debi says, “They decided, let’s start with where we all can agree. It’s collaboration, between these partners, whether it’s the buyer and the provider partnering, or providers partnering to support the buyer in a multivendor environment. So let’s start there, because nothing can be more important than that.” A trailblazer for the outsourcing industry, Debi and her team at IAOP work together to ensure that outsourcing professionals have the resources they need to create meaningful partnerships and achieve impactful business results. Join us and discover how the future of outsourcing is being driven by collaboration, what outsourcing may look like post-pandemic, and how IAOP is creating a framework for professionals to follow on OneTAKE Live!   Episode Resources   IAOP.org Jobs.SYKES.com   

 “Most of my career I’ve spent in the media and entertainment industry or technology. I think what’s so interesting about media and entertainment is how it has infiltrated other sectors as well. … It’s the primary way that we communicate today.”  – Kathy-Anne McManus, Chief Customer Experience Officer & Strategic Vice President at Avid   Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Kathy-Anne McManus, chief customer experience officer and strategic vice president at Avid, to discuss the brave new world of digital customer experience (CX), what it takes to innovate process and strategy alongside technology, and the cultural shifts that will need to happen to get there. Don’t miss it!   True companywide digital transformation requires much more than just upgrading front-end technology or adopting flashy new digital tools, it’s a whole-company realignment — a cultural shift — that starts from the top down. To succeed, enterprises will need to begin not only reconsidering organizational strategy in the context of digital capability, but also how the experiences of customers will transform along the way.   “Our digital transformation journey — there’s not a single piece of our business or a single employee that will not be impacted in a positive way — it touches everyone in the company,” Kathy-Anne explains. “It’s continuing to innovate, but we have to have a user experience strategy. And it’s wise now to get the customer voice, not just through support and, ‘oh I’ve got a problem and I need it fixed.’ We want the voice in every step of that journey … that’s actually quite a cultural shift, right? Because now, you’re thinking about everything that you do — the impact to the customer. … The innovation in that user experience is now equally as important in the company (as the technology), and that’s what we’re working on.”   A multimedia expert, Kathy-Anne previously worked as a leader for major corporations like Adobe and Ericsson before bringing her extensive talents to Avid. As a leader, she has remained continually committed to promoting, growing, and expanding digital capability in the CX space.     Join us and learn more about what it takes to transform both employee and customer experiences through technology on this episode of OneTAKE Live!  Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Avid (Twitter)     

 “There’s a lot of data-rich, insight-poor environments that exist in the world. And part of our job at Kinsa, and part of the job of our public health colleagues, is to make the data accessible. It’s not data for data’s sake. It’s insight.”  – Inder Singh, Founder & Chief Executive Officer of Kinsa  Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Inder Singh, founder and CEO of Kinsa, to discuss the entrepreneurial journey of Kinsa from idea to product, why it’s important to democratize information and insights, the value data holds for the future of healthcare, and much more.     Did you know you can help save the world just by taking your temperature?     With Kinsa’s revolutionary smart thermometers, every time a user checks their temperature, that data is tracked and added to real-time viral heat maps that enable customers to track and avoid areas where illnesses are spreading. And through careful scientific analysis and data forecasting, that information isn’t just being used to track epidemics, pandemics, and spreadable disease — it’ll eventually help to prevent the spread of illness entirely. That’s the power of data at work, but more than that, it’s the power of collaboration, as Inder explains:    “You want to solve any problem in the world? Any big hairy problem in the world? Whether it’s climate change, or whether it’s getting ahead of outbreaks? You need a coalition: a network of people who are cooperating and collaborating — and that’s the core of what we’re creating … that’s why giving insights back to individual households is so important.”     Prior to founding Kinsa in 2012, Inder served as an executive vice president of Access Programs and Market Dynamics for the Clinton Health Access Initiative, Inc. (an initiative of the Clinton Foundation). A data science and healthcare expert, he continues to further his goal of contributing to better public health through the innovative products and services Kinsa creates.     Join us and discover how technology and data science are creating a better future for healthcare on this episode of OneTAKE Live!   Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Inder Singh (Wikipedia)  Inder Singh (Twitter) 

“[Millennials] have had a chance to take on leadership opportunities at a very young age in this community because the folks that have been in this community a long time want to mentor and nurture the next generation.”  -Aakash Patel, Founder and President of Elevate, Inc.   Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Aakash Patel, the founder and president of Elevate, Inc., to discuss what it takes to build a strong enterprise community, the value of entrepreneurial thinking in business, the keys to developing opportunities for mentorship, and much more!     Mentorship and community are vital when it comes to running a successful company — after all, it takes a village. But when it comes time to start finding mentees as a leader, or begin breaking the ice in your local business community, it can often be very difficult to know where to start.     Thankfully, we have Aakash to show us the way. He’s an expert at building the business bridges that enterprises need to thrive in vibrant, diverse communities. And from his incredible work in Tampa — and all over the world —  he’s learned that many of the opportunities to grow your brand and mentor others as a business leader exist in your own backyard:    “That’s my way of telling each and every one of you who are watching today,” Aakash explains. “In your community, if you’re volunteering — that’s networking and that’s building a brand, and that’s building a reputation to help make your community better.”     A true visionary for the Tampa Bay area, Aakash provides essential guidance to local business owners and actively serves on local advisory boards, where he works to make a difference through making impactful connections. Aakash has been recognized as a rising entrepreneur, and was recently published in the Tampa Bay Times, where he shared his thoughts on the public perception of millennials.     Join us and discover how community involvement and mentorship have the power to foster meaningful growth for aspiring (and established) entrepreneurs on OneTAKE Live!    Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Elevate Facebook  Elevate Twitter  Elevate Instagram   Aakash Patel Twitter   Tampa Has Swagger Twitter  Aakash Patel’s Column in the Tampa Bay Times   

“With the pace of change — I think, without argument — being faster than it’s ever been, and the pace of innovation being the same, it requires that we build organizations that can seize opportunity as it presents itself and stave off issues as they present themselves; because each of those will be appearing more rapidly today than in the past.”  – Peter High, President of Metis Strategy  Welcome to OneTAKE Live! In this episode, host Ian Barkin welcomes back Peter High, president of Metis Strategy and host of the Technovation podcast. This time around, they’ll be discussing Peter’s new book, the state of digital transformation today, and why organizational nimbleness will be a crucial variable for survival ahead.    In today’s business environment, it’s important to be nimble — but that doesn’t just mean being fast. Organizational nimbleness means constantly being prepared to pivot, never settling for business as usual, and adopting a mindset that sees change as an opportunity to build something better. True nimbleness as a company can be difficult to achieve, but your ability to manage change quickly and efficiently is directly connected to the survival of your business, as Peter explains:     “This is not a natural state of being — this is not a comfortable way of managing, necessarily — but boy, it sure is necessary. When you compare 1955, when the average company in the S&P 500 remained there for 61 years, to today, when the average tenure is closer to 15 — wow, you really need to make sure that you are the one that is doing the reinvention and that you’re the one that’s pushing your company to compete with itself.”      In addition to Peter’s work with Metis Strategy and his podcast, he’s also a regular columnist for Forbes. His third and latest book, Getting to Nimble: How to Transform Your Company Into a Digital Leader, is now available on Amazon.   Join us as we learn more about the value of organizational nimbleness in the future of work on OneTAKE Live!  Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Getting to Nimble: How to Transform Your Company Into a Digital Leader

 “You’re only going to maintain a subscription if you keep that customer satisfied throughout the lifecycle. No longer do we have the convenience of selling software upfront and then walking away and letting a partner implement it. Now, we’re on the hook for customer satisfaction as much as our partners — or anyone else is.”   – Martin Mrugal, Chief Customer Innovation Officer at Citrix    Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Martin Mrugal, chief customer innovation officer at Citrix, about what it means to deliver a truly seamless experience, how technology is enabling collaboration in the future of work, and much more!    Teamwork makes the dream work, but with many of us still working remotely — in some cases hundreds of miles from each other — collaboration can get complicated. That’s why the tools we use to communicate and work together are so important. And as the nature of work continues to change, the tools we use now won’t just change the way we work together, but also the way we work going forward.    “I think we’re just scratching the surface on the future of work. I really do. I think the pandemic kind of forced everyone to think about work, and how we work,” Martin explains. “Thinking about the collaboration tools and capabilities, how do we make that design-thinking session much more intuitive and easy going forward as we’re driving innovation for the company? And how do we accelerate digital transformation not just across the workplace, but really, across the enterprise?”    An expert with more than 30 years of experience transforming and aligning entire enterprises, Martin has most recently brought his collaborative talents to Citrix as their chief customer innovation officer. Now that Citrix has acquired Wrike, Martin leads the go-to-market strategy and integration efforts between the two merging companies and works to bring about a more team-oriented future of work through technology.     Join us as we learn more about the future of collaboration at work on OneTAKE Live!  Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Martin Mrugal (Twitter)     

“If a pandemic is not waking you up from your catatonic coma of how awful, perhaps, your leadership has been … you really have to ask yourself, ‘Why are you a leader?’ I fundamentally believe that the reflection that we’ve had over the past year … it’s a chance for us to do good in that redefinition.”  – Dan Pontefract, Founder & CEO of the Pontefract Group    Welcome to OneTAKE Live! In this episode, host Ian Barkin speaks with Dan Pontefract, the founder and CEO of The Pontefract Group, to discuss the role of caring in leadership, what it means to have true empathy, and the value of putting people first.    True empathy as a leader means putting yourself out there, embracing change, remaining curious, and always being a champion for the people who share your mission. It’s tough — but worth it. And when it comes to your bottom-line, caring isn’t just a nice-to-have.    “You have a fiduciary responsibility as a leader to check in on the soul, the psyche, the wellness, of your team members.” Dan says. “I do care, I do want to care, I should care, because if I see when you’re debilitated, or if there’s a mental health or wellness issue, then I know that typical performance is going to lag and sag, so maybe I do have a responsibility here to be a human being in that relationship.”    Dan has built an illustrious career and media empire communicating the value of empathy and humanity in leadership through his many best-selling books, TED talks, and keynote speaking engagements. His latest book, Lead. Care. Win. How to Become a Leader Who Matters is now available on Amazon.    Join us and find out how the simple act of caring can mean all the difference on OneTAKE Live!   Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    LeadCareWin.com (mentioned)  Dan Pontefract (Twitter)  Dan Pontefract (Instagram)  Dan Pontefract (Facebook)  Find Dan on Clubhouse by searching @danpontefract. 

“What we’re doing is not ‘academic’ … this is giving them an opportunity to go out and get a job. This is where these mentorships get much bigger than just ‘educating students’; this is a real opportunity to make a huge impact.”  – Jon Browning, CEO of Global Mentorship Initiative    Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Jon Browning, CEO of Global Mentorship Initiative (GMI), to discuss the incredible rise of impact sourcing, how one-on-one mentorship can change lives globally, socially responsible outsourcing, and much more!    You don’t have to own a foundation or run a charity to make a difference. Mentorship, impact sourcing, and socially responsible hiring practices are just a few of the incredible ways that companies and individuals alike can work to help make the world a better place. And even though you’re giving back, really, everyone wins:    “There’s such an opportunity for the BPO industry to make a difference when it comes to things like impact sourcing,” Jon says, referring to the work that he has already done with companies like SYKES. “The reason we ask people to look closely at impact sourcing is because not only is it good for the workers, it’s good for their communities. It provides job opportunities — good job opportunities — but it’s actually good for business too … so, it’s the best of both worlds.”    Following an impressive 24-year career with Microsoft, Jon founded the Global Impact Sourcing Coalition in 2015. Today, as the CEO of GMI, Jon works to connect underprivileged students with mentorship opportunities around the world.     Join us and learn more about the power of mentorship, impact sourcing, and all the ways that businesses can help contribute to a more sustainable world on this episode of OneTAKE Live!     Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    The Global Mentorship Initiative (website)  The Rockefeller Foundation (website)  Kakuma Refugee Camp (mentioned by Jon, information from the UN Refugee Agency)  IAOP Impact Sourcing Awards (mentioned by Jon)  Become a Mentor (GMI)   

 “The three big bits in our mind that you’ve got to get right are: the market, the team, and then the economics of the thing — does it all stack up? If you don’t have one of those, then you probably don’t have an investable proposition.”  – Henry Alty, Investment Director, Gresham Ventures    Welcome to OneTAKE Live! In this episode, join host Ian Barkin as he sits down with Henry Alty, investment director at Gresham Ventures, to talk about the rapidly accelerated marketplace of today, the role of automation in the future of work, and what it truly means to make a smart investment in an organization.     It can be hard to predict the future of work — but that doesn’t mean it’s impossible. Investment firms and venture capitalists make their living on their uncanny ability to see the future, and sometimes their predictions can be incredibly accurate even after a chaotic year like 2020. So, what do these modern-day fortune-tellers think is coming next now that everything has changed so dramatically?     “Everything’s kind of been dragged forward by two years, three years, five years in the course of 12 to 18 months,” Henry says, referencing the large-scale digital acceleration efforts that many companies have embarked on since the onset of COVID-19. “I think, in a way, it’s just pulled everything forward. It’s accelerated everything. And if you think about the kind of areas that we were already looking at — which is process automation, intelligent automation, workflow management — all of that stuff is so much more important now than it’s ever been.”    An expert at investment and strategy, Henry possesses a unique understanding of what it takes to survive in the hyper-competitive marketplace of today. Now the investment director at Gresham House Ventures, he manages a £10 million investment portfolio, funding businesses focused on tech and financial services sectors in the U.K.    Join us and find out what’s likely coming next in the future of work and how you can best position your organization to be prepared on OneTAKE Live!     Episode Resources SYKES   Jobs.SYKES.com   SYKES Quarterly   Henry Alty’s LinkedIn  Gresham House Ventures Website   

“I’m so excited about this role because I love the mission of CloudFactory. … We have thousands and thousands of these workers that do things like data annotation and data processing for CloudFactory’s clients, and the kind of transformation that CloudFactory has brought to these folks’ lives was so inspiring.”   – Keith McCormick, Chief Data Science Advisor at CloudFactory    Welcome to OneTAKE Live! In this episode, host Ian Barkin speaks with Keith McCormick, the chief data science advisor at CloudFactory, about the complex world of big data, the value of democratizing analysis in an organization, how best to utilize analytics as a predictive tool, and much more!     There’s more data online than ever before — and when you apply just the right predictive model, sometimes it’s possible for organizations to effectively predict the future itself.     But you don’t start with a model; you start with raw, unstructured data. And selecting what variables you consider is where it gets complicated, according to Keith.    “There are still things that humans do so much faster and so much more effectively than the machines, and you’re selling the model short if you don’t widen the data set with those additional sources of information,” Keith explains, referencing an exercise he uses to teach data set modeling where students are asked to design a system to predict lost baggage at airports. “You could look at things like, ‘When did I check in?’ ‘When was the time of the flight?’ ‘Was there a connection?’ You can build a model just based on that structured data, but if you want a really good model, somewhere in there, there was a customer service interaction the day before the flight — you know, something like, ‘Am I allowed to bring this with me?’ or whatever. And if you bring that data in, then you’re going to do better.”     Join us and learn more about how big data and complex analytics are changing how we predict what’s coming next in the future of work on OneTAKE Live!    Episode Resources SYKES   Jobs.SYKES.com   SYKES Quarterly   IADSS  CloudFactory  Keith McCormick LinkedIn Course (Mentioned)  Mark Sears OneTAKE (Mentioned)  Ian Barkin LinkedIn Learning: Introducing Robotic Process Automation (Mentioned)   

“We represent physicians in all practice settings in all specialties all across the country, but when you really think about consumer brands and understanding experiences, it’s really about people’s beliefs and attitudes — and so you really have to start there.” – Todd Unger, Chief Experience Officer & SVP of Marketing & Member Experience, the American Medical Association  Welcome to OneTAKE Live! In this episode, Ian Barkin sits down with Todd Unger, chief experience officer and senior vice president of Marketing & Member Experience at the American Medical Association (AMA), to talk about digital experiences in the medical field, the innovative ways tech and big data are making a splash in healthcare and telemedicine, and much more. Come listen, STAT!  Even in medicine, the experience you provide matters. Though we might use different words in different industries when we’re looking for help, like “customer” or “patient,” at the end of the day, we’re all people — human beings in need. And that’s why healthcare workers are so important. When we’re hurt, suffering, sick, or just not feeling our best, we’re lucky to have healthcare workers and their supporting staff always at the ready to assist.   Similarly, when healthcare workers, and especially doctors, need help, the AMA provides a comparable service — ensuring that the brave individuals who save lives daily always have access to the help and assistance they need. And how do they do that? The same way doctors care for their patients: by getting to know them.   “I think that’s the most important part of when you talk about experience. People tend to always skip right to the product — like, ‘let’s talk about the experience.’ Listen, let’s start with our audience, and really understanding them.” Todd says. “It goes back to my days at Procter & Gamble and Leo Burnett — using audience segmentation to really understand who it is that you’re talking to, and of course, experience grows out of that.”  Having formerly worked with big names like A+E’s Lifetime network, AOL, and Time Inc., Todd brings an impressive understanding of consumer experiences into the medical world. By applying his many skills acquired from a successful career in private industry, Todd is at the forefront of the next generation of digitally focused changemakers ushering in the next phase for healthcare, provider, and patient experiences.   Join us and learn more about how leveraging data and working to understand the people you serve can make all the difference in their experience on OneTAKE Live!  

“What orchestration means is creating that structure — and that governance — to get the best version of getting the right resource, and the right work, in the right place and in the right time.”  – Kit Cox, Founder & CEO of Enate    Welcome to OneTAKE Live! In this episode, join host Ian Barkin in a discussion with Kit Cox, the founder and CEO of Enate, about what it means to truly orchestrate the implementation of automation and artificial intelligence (AI) in an organization, and why it’s important to continually look for ways to innovate digitally.    Plenty of companies want the fast, efficient boost that automation and AI are capable of imparting in business, but few organizations possess the follow-through to ever fully realize their digital transformation dreams. To truly capture the power of AI and automation, it’s going to take careful orchestration and hard work. So, where should businesses start?    Beginning the process is easy, as Kit explains: “Basically what we mean by orchestration is taking ownership of (how) whatever resource — whether it’s a person, or a digital worker — does what work, and when. Simple as that.”     But as easy as it may seem to get started, there’s going to be a lot of trial and error ahead. AI and automation don’t get implemented overnight, or sometimes even on your first try. “That’s how innovation happens; innovation is just structured failure. That’s all it is. If you’re not failing, you’re not innovating, you’re just doing stuff that everybody already knows about,” Kit says.     Kit is the founder and CEO of Enate Limited, which manages digitally augmented workforces while offering a fully realized digital service orchestration platform to help improve both processes and service delivery models for clients. By tailoring advanced AI and automated solutions to meet individual business needs, Enate works to enable fast and effective digital transformation for a plethora of clients in diverse industries.     Join as we learn more about what it takes to orchestrate true digital transformation on OneTAKE Live!    Episode Resources SYKES  Jobs.SYKES.com  SYKES Quarterly  Kit Cox (LinkedIn)  Kit Cox/Enate Twitter  Enate  Enate (YouTube)   

 “Customers are like, ‘yeah, you had better make it easy, and if it’s not easy, there’s other people that make it easier, so I’m out,’ even if your product is great — it’s the battle of experiences.”  – Tracy Robertson, Global Vice President of Customer Experience & Marketing at Kimberly-Clark Professional    Welcome to OneTAKE Live! In this episode, all about both digital transformation and exceeding customer expectations, join host Ian Barkin as he sits down with Tracy Robertson, the global VP of Customer Experience (CX) & Marketing at Kimberly-Clark Professional!     While hard work can often be rewarding, having to work hard during an experience with a brand can be a real pain for customers. They expect things to be easy — and won’t hesitate to jump ship if you can’t match the speed, efficiency, or outstanding experience that digitally driven legacy brand can offer. To keep up, it’s going to be vital for brands to work toward a fundamental, core-level digital transformation with a focus on convenience, agility, and outstanding CX.    “We all today want what I call, a ‘brainless transaction.’ If we have to think, or it requires more than one click, I’m done. I’m not doing that. I’m going to go for the easiest thing possible; life is too hard.” Tracy states, putting herself in the shoes of the average consumer. “That’s the standard that’s being set for us. Like, good enough and great? That’s not even the standard anymore — it’s exceptional and easy.”     Prior to being named the global vice president of CX and Marketing at Kimberly-Clark Professional, Tracy spent nearly a decade as the VP of Global Digital Transformation at GE, where she closely managed digital transformation efforts for GE business units around the globe. An expert at managing and influencing positive change within organizations, she currently works to help bring the voices of customers to the forefront of CX strategy at Kimberly-Clark Professional.     Join us as we learn how digital transformation can help make your experiences easier (and your customers happier) on OneTAKE Live!   Episode Resources SYKES  Jobs.SYKES.com  SYKES Quarterly  Tracy Robertson (LinkedIn)  Customer Experience — It’s Not a Diet, It’s a Lifestyle (Article by Tracy Robertson mentioned in the episode)  The First 90 Days: Getting Your Customer Experience Transformation Right From the Start (Article by Tracy Robertson mentioned in the episode)   

“I’ve always had a passion for customers, and a reoccurring theme in my career is: If you put the customer at the forefront of your strategy, your strategy will be a winning one.” – Alice Sesay Pope     In this episode of OneTAKE Live, join host Ian Barkin as he speaks with Alice Sesay Pope, the senior vice president and global head of contact centers for Visa, about the transformative power of keeping people first.    We all strive for excellence in what we do, but what does “excellence” really look like now that the working world is rapidly digitizing? Plenty of companies are focused on their customer satisfaction (CSAT), Net Promoter Scores (NPS), and even customer effort scores (CES), but with all the digital change happening everywhere you look, what’s the most valuable metric for companies looking to thrive in the new digital marketplace?     According to Alice, it’s less about the numbers and much more about putting people at the forefront of everything you do: “Even though ‘passion for excellence, service from the heart’ was something that was developed years ago, as I look back on this year, and all the challenges that the people around the world have faced … Wow.” Alice continues, “Those interactions that truly demonstrated that people care — that’s a human element. To me, those are the best, and that’s what really distinguishes organizations that deliver a great experience.”    Prior to her incredible work promoting human-centric transformation at Visa, Alice worked with several other major companies, like USAA, Capital One, and Microsoft. Her book, Transformation From the Inside Out, utilizes Six Sigma principles to provide leaders with the tools they need to begin effectively and efficiently transforming toward award-winning customer experiences (CX).    Join us as we rediscover the human element and its impact on CX in the digital age on OneTAKE Live!   Episode Resources  SYKES  Jobs.SYKES.com  SYKES Quarterly  Alice Sesay Pope’s Website  Transformation From the Inside Out (Amazon)   

 “Be scrappy. Just try something — see if it works. If you can try two things at the same time so you can compare, that’s even better.” – Gabriele “G” Masili     In this digitally focused episode of OneTAKE Live, host Ian Barkin discusses artificial intelligence (AI), augmented customer experiences (CX), and the complex world of digital transformation with Gabriele “G” Masili, vice president and chief technology officer (CTO) of the Customer Experience and Success organization at Microsoft.    Starting down the path toward true digital transformation can be daunting. There’s a lot you have to consider when you bring CX to the digital realm. Should you start with an app? Focus on self-service options? Or should you begin the process of implementing chatbots or support options enhanced by AI?    Ultimately, it doesn’t matter where you begin, according to G, so long as you get started: “Start small — don’t wait. Don’t try to figure everything out; don’t try and boil the ocean. Just identify one or two small opportunities that can be attacked in an agile manner, then, go after them.” G elaborates, noting the power of experimentation in the process of crafting next-level CX: “Throw away the things that are not working and double down on the things that are indeed working.”     Formerly having worked with big names like GE and Amazon, G has plenty of experience strategically augmenting enterprise-level CX digitally. Now the VP and CTO of Microsoft’s Customer Experience and Success organization, G leads both the digital and data teams in their efforts to create and enable intelligent CX solutions companywide.    Join us to find out how you can begin charting a path toward real, impactful digital CX on OneTAKE Live!   Episode Resources SYKES  Jobs.SYKES.com  SYKES Quarterly  OneTAKE Live Past Episodes (Mentioned at the open of the show)  Microsoft LinkedIn 

“That’s probably the most important thing — understanding (customer) personas is where you need to start. It’s not a one-size-fits-all.” – Bernard Slowey    In this episode of OneTAKE Live, host Ian Barkin sits down with Bernard Slowey, the senior director of global support — digital transformation at GitHub, to talk about the future of self-service and customer experiences, and what it really means to meet the needs of a diverse customer base.    Don’t hide your humans! While plenty of people like self-service, helpful user guides, or chatbots, others still want the personal touch of a human agent when they seek out customer service. Is your company making it easy for your customers to find the type of support they’re looking for?    According to Bernard Slowey, very few customer support plans today are taking the time to consider the value of giving customers what they actually want: “If you start off thinking about, ‘How are we going to deflect customers,’ you’re going to do the wrong things.” Slowey adds,  “I’m the type of person that will do anything I can to self-serve, but if I need the human being — if I want to talk to an agent — don’t make it hard for me.”     Now the senior director of global support with a focus on digital transformation at GitHub, Bernard previously spent almost 15 years at Microsoft designing digital customer support experiences and studying all the unique ways customers interact with brands. In his current role, he drives digital transformation to augment support experiences and create meaningful relationships with customers.    Join us and find out more about the future of digital customer experiences on OneTAKE Live!    Episode Resources SYKES  Jobs.SYKES.com  Bernard Slowey’s LinkedIn 

  “At the end of the day, be nice. Customers start with a problem. They want to be happy when it’s all over with. Anything in the middle — that can change all it wants to change.” – Shep Hyken    In this episode of OneTAKE Live, host Ian Barkin discusses customer service, customer experiences, and all the innovative new ways companies can start prioritizing convenience with Shep Hyken, chief amazement officer at Shepard Presentations, LLC.     These days, it’s not good enough to just meet the needs of your customers and call it a day — you have to truly amaze them if you want to see repeat business. Is your CX charting a path toward better? Or business as usual? Where should companies even begin?    To find out, we asked Shep Hyken. He’s a longtime expert who has dedicated most of his life to studying and creating outstanding CX, starting his first business as a magician at age 12. Since then, he’s spoken all over the world, written several insightful books, and authored countless impactful articles teaching business leaders and companies the transformative power of CX.     “People say, ‘Where do I start?’ And I say, “Why don’t you look at the journey that your customers take with you?’” Hyken says, emphasizing the importance of viewing customer service holistically. “What happens when they have a problem? What’s that journey look like? What does the repeat customer journey look like? So there’s multiple journeys, but when you start to look at that, you can say, ‘Okay. This is the way we’ve been doing it — is there a better way?’ Now we’re designing a better process.”    Join us to learn how reimagining your CX can help build long-term customers on OneTAKE Live!      Episode Resources SYKES  Jobs.SYKES.com   Shep Hyken’s Website  Shep.tv (YouTube)  BeAmazing.tv  Shep Hyken’s Books   Amazing Business Radio (Shep Hyken’s Podcast)  Shep Hyken’s Instagram  Shep Hyken’s Recent Interviews  Shep Hyken’s LinkedIn 

“What I do is, I try and make Ian be the best that he can be — and in doing that, we’ve worked with a really great team.” – Shay Washington    Welcome our special 50th episode of OneTAKE Live! In this celebratory show-about-our-show, host Ian Barkin thinks back on the first 50 episodes with the help of two of the incredibly talented SYKES employees that help bring the show to life: Shay Washington, the podcast producer, and Jim Ramer, the senior manager of creative solutions!     Making an episode of OneTAKE Live is no easy feat. There are guests to schedule, plenty of research to prepare, and a myriad of technical marvels necessary just to get the show on the air — and it’s all done live! So, to help us all at home learn a little more about all the work that goes into each episode of OneTAKE live, and to discuss memorable moments from the last 50 episodes, we’ve invited two of our show’s producers to give us an inside look. According to Shay and Jim, there was certainly a learning curve, but also plenty of great things on the horizon.     “I definitely learn a lot with all the different formats and platforms, and we’re definitely way further than we were — and we know much more.” Shay explains, taking a moment to consider all of the amazing guests and improvements that OneTAKE has experienced since its inception. “I’m excited to see where we will continue to go.”     “Now, we’re very happy with the platform we’re on right now and they’re constantly making upgrades — so far, it’s been pretty smooth.” Jim adds, recounting many of the technical upgrades that the show has received since the premiere of OneTAKE nearly a year ago.    In addition to speaking with Jim and Shay, we’ll also be naming our first ever OneTAKE Live “superfan” — a fan we’ve identified who’s been watching, enjoying, and supporting the show since episode one.     Join us and learn more about all the work and creative efforts it’s taken to get to our 50th show on this special episode of OneTAKE Live!    Episode Resources SYKES  Jobs.SYKES.com  SYKES Quarterly  OneTAKE Live Past Episodes  OnBrand Apple Podcasts (Mentioned)  OnBrand Podbean (Mentioned)  OnBrand Spotify (Mentioned)  ChillinInTheShade.com (Shay’s Website)   

“The reality is, you’re in the last 1/10 of a mile in the marathon — and that’s where all the money is made.” – Luke Williams    Welcome to OneTAKE Live! In this episode, host Ian Barkin speaks with Luke Williams, the senior vice president and distinguished principal of the XM Institute at Qualtrics, about what it takes to deliver experiences that rise above the fold and keep customers coming back.    Have you ever stopped to wonder what makes your customers loyal to your brand over your competitors’? Is it your product? The price? Or is it something else entirely?    According to Luke Williams, it’s a little bit of all of the above — but you should never underestimate the power of intentionally considering customer experience (CX) as a crucial part of the product suite or services you offer. While good service might not have a price tag or visibly add to your bottom line, it is how your company builds long-term loyalty. “When the product is highly fungible, the service becomes the differentiation,” Luke explains, highlighting how even the small differences between brands can mean a leg up over the competition. “The person picking up the phone is the product — they’re the problem solver.”    In addition to Luke’s work creating next-level experiences with Qualtrics, he is also a New York Times and USA Today bestselling author for his book The Wallet Allocation Rule, and a BookScan bestseller for his co-authored book Why Loyalty Matters. Beyond his successful books, Luke also writes periodically for several academic and trade publications, including the Harvard Business Review.      Join us as we find out what it takes to create helpful, memorable experiences for customers that can set your company apart on OneTAKE Live!  Episode Resources SYKES  Jobs.SYKES.com  SYKES Quarterly  Qualtrics  The Wallet Allocation Rule: Winning the Battle for Share (Amazon)  Why Loyalty Matters 

 “If I had a hundred dollars to spend on my business, I would put $90 of it into making things easy — making sure things work.” – Michelle Buretta    In this episode of OneTAKE Live, join host Ian Barkin as he chats with Michelle Buretta, senior manager of CX analytics and customer improvements at Lenovo, about carefully studying consumer interactions to vastly improve customer experience (CX) outcomes.     Great customer experiences can appear effortless, but the process of improving and refining your CX strategy can be a complex task with many variables to consider. You have to figure out how to best price your product or service, how to support customers beyond the point of sale, and how to plan for the problems consumers aren’t even facing yet. If you can’t find a balance, it can all fall apart.     But many companies are overthinking it, according to Michelle. To her, it’s less about creating something complex, or priced effectively for the marketplace, and more about creating an experience for customers that is simple, effective, and most important — easy.     “Ease of use is, to me, the most important thing,” Michelle explains, contrasting fast, simple, or easy experiences against the concept of “wowing” or “delighting” your customers with flashy gimmicks or door-buster sales. “Price matters, but if you’re clicking and clacking and having to reset your password a bunch of times, or you can’t get a hold of someone, at the end of the day, I think people by and large would pay a little bit more just to know that they’re going to get their things by Christmas, or that if there’s an issue, someone is going to help them.”     Currently the senior manager of CX Analytics and Customer Improvement with Lenovo, Michelle got her start in the world of academia — and now applies many of the principles she’s learned in her study of sociology and educational theory to radically improve the way brands interact with customers.     Join us as we find out how creating ease for customers can revolutionize customer relationships on OneTAKE Live!    Episode Resources SYKES  Jobs.SYKES.com  SYKES Quarterly  Michelle’s LinkedIn  Lenovo