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Digitally Irresistible

Mar 31, 2022

The Appeal of South Africa in the Customer Experience 

This week’s guest is Ron Dull, founder and managing director of Lookout Advisors, a customer experience (CX) consulting practice that specializes in CX transformation and contact center optimization as well as strategic services for CX solution providers. With...

Mar 24, 2022

How AI Provides Insight Into Customer Motivations at Scale 

This week’s guest is Mary Drumond, chief marketing officer at Worthix, a leader in voice-of-the-customer technology solutions. Over the course of her career, she has developed a deep understanding of the challenges that brands face when surveying their...

Mar 17, 2022

Designing Employee Training Programs to Build Human Connections in Customer Service 

This week’s guest is Sonia Rosario, director of operations at iQor in Bethlehem, Pennsylvania. Sonia oversees client programs in the insurance vertical. Known for delivering an amazing customer experience, Sonia and her team...

Mar 10, 2022

Providing Customer Experience Solutions Tailored to Business Needs 

This week’s guest is Kristen Kuyatt, Ph.D., vice president of business development at iQor. Kristen represents iQor in the western United States, specifically in the Silicon Valley area of California. She has more than 15 years of experience in the...

Mar 3, 2022

The Two Essential Components of Great Customer Service 

This week’s guest is Jim Down, senior director of operations at iQor. Jim runs two contact center sites in the Philippines and oversees four client programs. He is responsible for the well-being of hundreds of full-time employees (FTEs). Over the course of...