In conversation with… Subramanya C

We’re back in India once more, this time visiting Bangalore where we catch up with Subramanya C, better known as Subbu, the Global Chief Technology Officer at Hinduja Global Solutions (HGS). With many of their clients coming from the healthcare sector, it was interesting to hear Subbu talk about the measures HGS have put in place to support these customers during the Covid19 crisis – and the impact this situation has had on him personally.… Read More

In conversation with… Audrey William

Over the past dozen or so episodes of the Verint podcast, we had some great chats and insightful conversations with senior executives responsible for delivering customer service right across the APAC region. For this edition, we’re taking a slightly different approach and talking to an analyst to get their perspective on what is happening with the industry right now.

Audrey William, from the research organisation Ecosystm, has been studying and researching the customer engagement market … Read More

In conversation with . . . Ratan Kesh

For the first time in the series, we visit India and chat with Ratan Kesh, Head of Retail Operations and Service at Axis Bank, one of the country’s largest financial institutions. Ratan explains what the Covd19 situation as meant for his team and the delivery of services – and also what the lockdown has meant for him and his family, including his admiration for the extraordinary talents of his wife.

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In Conversation with . . . Kailash Ramalingam

We stay in Singapore for Episode 9 of the Verint podcast and this time chat with Kailash Ramalingam, Managing Director, Contact Centre and Servicing Platforms at DBS Bank. We find out how the bank had prepared for the impact of Covid19 even before the devastating extent of its spread had become apparent – and Martyn gets indoctrinated to the wonderful world of 1980s Tamil music.

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In conversation with . . . Stuart Beaumont

Continuing the tour around the Asia Pacific region, for Episode 8 we head up to Singapore for a chat with Stuart Beaumont, Managing Director & Global Head, Voice & Virtual, Retail Banking at Standard Chartered Bank. Responsible for a contact centre network spanning over 30 countries and serving more than 10 million clients, Stuart explains how the Covid19 crisis has impacted the delivery of services.

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In conversation with . . . Raymond Law

For episode 7 we head up to Hong Kong and chat with Raymond Law, Customer Care Management Director at AXA. Raymond shines a light on what the Covid19 situation has meant for him and his organisation and how they were able to quickly transition to a Work from Home environment in the early stages of the outbreak.

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In conversation with . . . Duncan Graham

In episode 6, Martyn Riddle chats with the 2019 winner of the prestigious Auscontact Customer Contact Manager of the Year award, Duncan Graham from Allianz Australia. During the revealing conversation, Duncan talks about how he and his team handled the obstacles thrown up by the Covid19 crisis – and introduces Martyn to the crazy world of TikTok.

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In conversation with . . . Auscontact

In this latest episode, Martyn Riddle is joined by Fiona and Jessica Keough from Auscontact, the national user body for the Australian contact centre industry. During the conversation, Fiona and Jessica share how the organisation has been working to support their members during the Covid19 crisis and unveil their plans for future now that restrictions in Australia are being eased.

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In conversation with . . . Chris Greenough

In episode 4, we head out of Australia for the first time and up to Malaysia to chat with Chris Greenough, the Chief Marketing Officer at the next-generation BPO organisation Everise. Chris shares his thoughts on how the Covid19 situation has impacted the marketing profession and what that might mean for consumers. His music choice, and reason for selection, also takes us in to a new genre.

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In conversation with . . . Steve Lewis

In episode 3 of the series, we chat with Stephen Lewis, Chief Digital Officer at the next-generation BPO organisation Probe.

Steve gives his thoughts on how the Covid19 situation has accelerated the digital transformation plans of many customer service organisations and explores how the expectations of consumers have changed during the lockdowns. As an added bonus, his lockdown music selection should put a smile on your face.

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