ROAR Members

Access the full podcast series here Key Takeaways Emerging Global Movements: The podcast discusses a fictional scenario set in 2050, where a global movement emerges under totalitarian governance, focused on minimising climate footprints. AI-Driven Governance: It introduces a governance model led by artificial intelligence, which starts in a small town in Africa and expands globally. Leapfrogging Technology: The discussion emphasises how developing regions, particularly Africa, can leapfrog traditional infrastructures through innovative technologies. Intelligence Hierarchies: Javier presents a concept of intelligence… Read more

Access the full podcast series here Key Takeaways The recent budget announced by Chancellor Rachel Reeves has raised significant concerns within the Customer Experience Management (CXM) sector, particularly regarding its impact on operational costs. The increase in the National Living Wage and National Insurance contributions places a double burden on contact centres, potentially leading to reduced hiring or increased outsourcing. Companies may shift towards outsourcing as a strategy to mitigate rising domestic labour costs while attempting to maintain service quality.… Read more

Access the full podcast series here Key Takeaways Executive Support: Successful customer experience (CX) programs require executive or C-level support to avoid becoming siloed initiatives. KPI Focus: Solely concentrating on CX key performance indicators (KPIs), such as Net Promoter Score (NPS), can result in tampering and misrepresentation of customer satisfaction. Understanding Behaviour: Long-term success in CX occurs when organisations prioritise understanding customer behaviour over merely tracking metrics. Observational Insights: Insights derived from observational data can be more revealing than survey… Read more

Access the full podcast series here Key Takeaways The credit and collections industry is witnessing a rise in debt and bankruptcy, necessitating proactive strategies from companies. Offering diverse credit terms and flexible payment solutions is essential to mitigate risks and encourage timely payments. Personal relationships and human interaction remain crucial, even in an increasingly automated environment. The evolution of technology in collections is fostering more data-driven and personalised strategies for managing accounts. Compliance with regulatory standards is paramount as the… Read more

Access the full podcast series here Key Takeaways Developing a professional online profile is crucial for B2B sales success. The landscape of B2B sales has significantly changed post-COVID, emphasising online engagement over in-person interactions. A strong online presence can directly influence buying decisions, as 82% of B2B buyers are affected by the salesperson's online profile. Two-thirds of B2B buying decisions are made before an RFP is issued, highlighting the importance of pre-engagement strategies. Thought leadership is essential for differentiating oneself… Read more

Access the full podcast series here Key Takeaways Voice Channel Dominance: The voice channel remains dominant in customer interactions, accounting for 64% of all interactions. Customer Frustration: Increased speed-to-answer times are driving customer frustration, rising from 16 seconds in 2004 to 116 seconds by the end of 2023. Issue Complexity: The complexity of customer issues has increased, leading to an average call duration that has grown by three additional minutes over the past 20 years. Declining Satisfaction: Despite advancements in… Read more