RO-AR.com Summaries

Podcast : CX Passport Search for original: Link Key Take Aways Customer experience (CX) should be a means to solve real customer problems, not an end in itself, especially in complex organisations. CX is often hampered by over-reliance on frameworks, awards, and industry buzzwords, which can detract from delivering tangible value. In the Nordic context, success in digital transformation hinges on humility and understanding the inherent trade-offs faced by leadership. Customer-centric practitioners must balance outside-in thinking with an appreciation of… Read more

Podcast : Punk CX podcast Search for original: Link Key Take Aways Despite high adoption, there remains a significant disconnect between brands’ perceived understanding of customers and actual customer experience, especially in personalisation efforts. AI-driven personalisation is delivering tangible revenue outcomes, with over half of brands globally using AI to tailor customer experiences. Trust in brands is gradually improving but remains fragile, with only 15% of consumers fully trusting brands with their data. Customers increasingly demand control over their data,… Read more

Podcast : Punk CS Podcast Search for original: Link Key Take Aways Customer experience remains an ongoing challenge, with many issues persisting unchanged for decades despite technological advances. AI’s potential is often overpromised; successful use hinges on enhancing the human, personalised, and intuitive aspects of customer interactions. Metrics such as call deflection or containment should be reconsidered; they are meaningful only when aligned with overall customer satisfaction and business outcomes. Systemic, incremental improvements, rather than large-scale deployments, tend to generate… Read more

Podcast : Next in Queue Search for original: Link Key Takeaways Contact centres are evolving from cost centres into strategic hubs underpinning customer insights and organisational growth. Measurement of success in AI-enabled contact centres remains nascent; organisations struggle to define meaningful metrics beyond traditional KPIs. The real value of AI lies in enhancing personalised customer interactions by matching the right interaction to the customer’s immediate need rather than broad demographics. Cashing in on AI’s potential involves reinvesting efficiency gains into… Read more

Podcast : The CX files Search for original: Link Key Take Aways Entrepreneurial journeys in the BPO and CX industry often start unexpectedly, driven by necessity rather than strategic planning. The Dominican Republic is emerging as a prominent BPO hub, leveraging its multilingual talent pool inclusive of Spanish, French, and Haitian Creole speakers. The industry is shifting from large-scale, transactional operations to boutique, specialised services, especially in the context of AI and technological advancements. Small-cap BPOs can be highly competitive,… Read more

Podcast : Market Pulse Pros and Pioneers Search for original: Link Key Take Aways Building business relies on trust-based relationships rather than transactional methods. Effective networking is rooted in genuinely adding value to others, not just self-promotion. Clarity on your target audience and messaging significantly enhances referral success. Repeated storytelling and sharing different facets of your expertise improve recall and influence. Imposter syndrome is common but manageable by recognising the value of your experiences and connections. The most successful networkers… Read more