Questions for now - Compelling perspectives on digital CX

On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy.Founded in 2012 as an online-only menswear retailer, Frank And Oak used data and insights from customers to change course over the following decade, reinventing itself as

On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024.Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are lo

On this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience.Tools like agent-assist bots and internal collaboration platforms can enable team members to work effectively and efficiently — in turn, increasing employee engagement and customer satisfaction.  &nb

On this episode, we explore whether voice-first experiences will be as ubiquitous as the internet and smartphones — and how brands can prepare for a voice-first future.Voice technology offers distinct advantages over other forms of inputs, allowing for lower effort customer interactions, increased efficiency and improved accessibility.With recent advancements in generative AI, vo

On this episode, we look back at our first season of Questions for now — and highlight six customer experience (CX) resolutions to consider as your brand rings in the new year. We’ve asked a number of big questions this past season, covering topics like automation, changing customer preferences, algospeak and more. Join us as we recap some of the actionable insights shared by C

On this episode, we ask big questions to debunk prominent myths and misconceptions surrounding automation in customer experience (CX). Listen for the compelling insights of Nigel Devaraj, senior product manager, hyper automation at TELUS International, and Chandrakant Binwani, former director, intelligent automation solutions at Automation Anywhere.

On this episode, we discuss how start-ups can deliver exceptional customer experience (CX) with limited resources — and how businesses of all sizes can use these tactics to thrive in a competitive environment. Listen for the actionable insights of Alroy Almeida, director of deep tech at Velocity, one of Canada's leading start-up incubators, and Brian Hannon, global head of custom

On this episode, we discuss the connection between cybersecurity and digital customer experience — and how rethinking data security can help maintain customer trust. Listen for the compelling insights of Dr. Dave Chatterjee, associate professor, management information systems at the University of Georgia and Steve Jablonski, vice president of information security at TELUS Interna

On this episode, we discuss talent recruitment in a competitive job market — and the ways brands can innovate to stand out. Listen for the compelling perspectives of Tricia Williams, director, research, evaluation and knowledge mobilization at Future Skills Centre, and Pamela Rodas, senior director, global talent acquisition at TELUS International.

On this episode, we discuss how customer expectations change in difficult economic climates — and the ways brands can adapt. Listen for insights from Charles Lindsey, associate professor of marketing at University at Buffalo School of Management, and Pete Tapley, former vice president of customer experience innovation at TELUS International.