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Jul 18, 2018

The Director of Contact Center for Global Services for Johnson & Johnson Katerina Vranovska joins us from Shared Services Eastern Europe in Budapest where she shares that her function was once internally facing and now she services external clients. Based in Prague, the organization is in the process of building...


Jul 11, 2018

Turk Telecom’s Ahmed Gul joins us and shares his experience with the 200 year old company. Ahmed and the team are trying to expand into other markets. To do so, they’re developing products and services that they’re using at first- internally. Initial returns show 40% savings. That’s Visual IVR- the team also...


Jul 4, 2018

From RBS, Nick Muir joins us and shares that it’s not the data that matters, it’s how you use it. He notes that the organization must find customer data wherever it is in the enterprise as there’s no point in having the data if you can’t use it to understand and interact with your customers better. He notes that...


Jun 27, 2018

Lufthansa Director of Customer Services Product Development Martin Sassenfeld join us and shares that "There was a big battle between sales and service and who can do the first-use cases, IT, business, etc.” He continues that customer service won the internal battle. 
"We won the chance to build our first-use case...


Jun 20, 2018

The CEO of HomeServe Membership, Greg Reed joins us and shares that the key to his business is an engaged staff. He’s happy to hear when his organization goes above and beyond and does "a little more than they’re supposed to do.” Greg explains that such behavior showcases that the employee cares about the customer...