ROAR Members

Access the full podcast series here Key Takeaways Unify CX, previously known as Glowtouch, is transitioning to a technology-led approach to customer experience, focusing on integrating AI into its service offerings. The company is actively reshaping its business model to ensure that technology becomes a significant differentiator rather than just an enabler. The CEO, Vidya Ravichandran, emphasized the importance of ongoing investment in technology to remain relevant in the rapidly changing BPO landscape. Unify CX has been expanding its capabilities… Read more

Access the full podcast series here Key Takeaways Holly Chuck utilizes her blog to communicate her experiences as a blind individual, fostering community and providing insights into sight loss. The use of everyday scenarios, such as public transportation and mobile phone use, makes the discussion of sight loss relatable and educational. There is an important distinction between the medical model and the social model of disability, with the latter focusing on societal barriers rather than individual limitations. The spectrum of… Read more

Access the full podcast series here Key Takeaways Customer success requires a deep understanding of business objectives and aligning impact strategies with those goals. A common language across departments (marketing, sales, engineering, etc.) fosters collaboration and enhances customer experience. The integration of generative AI into customer success strategies is essential for democratizing data access and improving decision-making. Continuous evolution and adaptation of customer journeys are critical in a rapidly changing economic landscape. Employing expert knowledge, both from internal resources and… Read more

Access the full podcast series here Key Takeaways Understanding the evolution of the credit lifecycle is crucial for improving customer experience and cash flow management. The transition from manual data management to electronic systems has transformed operational efficiency in credit management. Modern technology allows the use of scorecards and algorithms to streamline credit application processes and risk assessment. A customer-centric approach is essential in credit management, promoting transparency and responsiveness in interactions. Training and continuous development of staff capabilities are… Read more

Access the full podcast series here Key Takeaways Maturation of the Market: The chat bot and web messaging market is entering a phase of maturity, offering advanced customer engagement strategies post-pandemic. Increased Focus on Automation: The economic climate encourages brands to explore automation as a means to optimize resources, particularly for high-frequency, low-complexity tasks. AI Adoption Surge: Organizations are increasingly focusing on AI application across all business functions, not just customer engagement, often spearheaded by an internal AI Task Force.… Read more

Access the full podcast series here Key Takeaways Cybersecurity as Warfare: The landscape of cybersecurity has evolved, emerging as a new frontier of warfare with increasing threats from organized cybercriminal groups and state-sponsored actors. Human Nature's Impact: Many companies do not address cybersecurity until they experience a breach, which can critically endanger their operations, especially for small to medium-sized enterprises. Importance of Prevention: Robust cybersecurity measures, including regular assessments and proactive training, can significantly reduce the likelihood of a breach.… Read more