In this engaging podcast episode, we dive into the dynamic world of customer experience (CX) outsourcing with Martin Roe, the CEO of CCI Global.

With three decades of experience, Martin shares his perspectives on why Africa stands out as a premier destination for CX services, highlighting the vital role of emotional intelligence and cultural nuances in customer interactions. As traditional models of outsourcing evolve, Africa's unique attributes - particularly its pool of emotionally intelligent, educated professionals - position it as a strong competitor in the global market.

We explore the significance of impact sourcing and its positive implications for communities across the continent. Martin discusses Careerbox, an initiative aimed at training and empowering underprivileged individuals, leading to high-performance outcomes that benefit both employees and the companies that employ them. He also predicts the rise of East Africa as an emerging hub for outsourcing, pointing to the wealth of talent and resilience in countries like Kenya.

As we navigate through industry trends, we highlight how businesses are increasingly turning to Africa for outsourcing needs that require complex emotional engagement, especially as automation takes over simple transactional roles. This shift reflects a growing commitment among brands to foster genuine customer relationships, making this episode a must-listen for anyone interested in the future of customer experience offshore.

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24

In this episode of CX Diaries, I connect with industry expert Dave Vernon, who shares his extensive experience in contact centre planning and management.

As workforce efficiency remains a key concern for businesses, understanding how to optimise workforce planning becomes essential for achieving both customer satisfaction and employee engagement. Dave delves into the intricacies of balancing customer needs with colleague well-being and corporate objectives, illustrating that effective planning plays a crucial role in managing these dynamics.

With the growing trend towards hybrid working models, Dave highlights the challenges and opportunities that arise, emphasising how agility in planning can significantly impact operational success. He draws on his experiences, offering practical advice for contact centre's of all sizes and helping leaders understand the implications of their planning decisions. Additionally, the importance of continuous learning and peer collaboration in the field is accentuated, showcasing the relevance of community networks in professional development.

Listeners can expect to gain valuable insights from Dave's journey, his advocacy for the planning profession, and actionable tips to foster a culture of transparency and understanding within their teams.

Join us for an enlightening conversation that not only addresses the complexities of workforce planning but also inspires a new generation of professionals to excel in the industry.

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24

Join me for an engaging conversation with Chandni Bhatt, a seasoned expert in customer experience, as we explore the transformative landscape of subscription services. Chandni shares her experiences at Beauty Pie, a pioneering beauty subscription brand, highlighting how innovative strategies can significantly enhance customer engagement while balancing the demands of automation and personalisation.

We dive into the importance of building a strong community around a brand, where passionate customers not only feel connected but also advocate for their favourite products and services. Chandni discusses the rich stories and loyalty fostered within their customer base, illustrating how active community management can contribute to significant business growth.

As the subscription model reshapes the way brands interact with consumers, Chandni reveals the challenges that come with this evolution, such as navigating the impact of economic changes and maintaining customer satisfaction. We also discuss the pivotal role of technology in streamlining operations and improving service delivery without losing the essential human touch that customers expect.

Packed with insights about Chandni's personal journey in the CX field, this episode is perfect for those looking to understand the core of customer service today. From operational strategies to effective leadership styles, you'll find actionable tips and thought-provoking discussions that could help elevate your own customer experience practices. Don’t miss this opportunity to learn from one of the industry's leading voices!

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24