Digitally Irresistible

Data-Driven Current and Future State Assessments Optimize Customer Care Programs   This week's guest is Bhawna Singh, director of Internal Solutioning at iQor. Bhawna is an expert at studying structured and unstructured data to understand what it means in relation to particular problems that need solving. Through business intelligence reporting and applied CX analytics , her work informs better an...

Keeping the Loyalty Loop Conversation Going Builds Relationships and Deepens Customer Loyalty   This week's guest is internationally acclaimed keynote speaker and bestselling author Andrew Davis. Andrew uses his captivating storytelling skills and marketing expertise to inspire and advise business leaders. Before building and selling a successful digital marketing agency, he was a television produ...

Inviting and Answering Complaints Strengthens the Customer Experience and Improves Satisfaction     This week's guest is renowned business strategist Jay Baer. A seventh-generation entrepreneur, he has founded five multi-million-dollar companies and is the New York Times bestselling author of six books on customer experience and digital marketing. He has advised more than 700 companies and has bee...

The Convergence of Effective Brand Storytelling and Positive Customer Experiences   This week's guest is Miri Rodriguez, senior storyteller – Future of Work at Microsoft and author of the bestselling book Brand Storytelling – Put Customers at the Heart of Your Brand Story. Miri travels the globe sharing insights on the power of brand storytelling. In this episode, Miri discusses the correlation be...

iQor Qares Charitable Giving Nonprofit Supports Employees and Communities in Times of Need   This week's guest is Caity Morder, human resources generalist at iQor. Her career journey in human resources led her to iQor where she has been a key player in the iQor Qares 501(c)(3) nonprofit charitable organization designed to help iQor employees in times of special need. Serving as a resource to so ma...

The Appeal of South Africa in the Customer Experience   This week's guest is Ron Dull, f ounder 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 more than two decades of experience in CX with brands, business process outsourci...

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 customers to glean business intelligence and learn the motivations behind their purch...

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 developed a unique training program to understand the customers' needs on a personal le...

Providing Customer Experience Solutions Tailored to Business Needs   This week's guest is Kristen Kuyatt, Ph. D., v ice 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 BPO industry and a doctorate in global leadership with an emphasis on emotional...

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 his 19-year career at iQor, Jim's leadership style has been built on two key pillars o...

Relationship Building Boosts Employee Retention     This week's guest is Christian Smalls, iQor operations manager in Charleston, South Carolina. Christian oversees a team of about 100 full-time employees. Her management approach is driven by relationship building on all fronts. In this episode, we explore how she has learned the value of relationship building throughout her career journey in the...

Mentoring and Hard Work Brings Career Growth for a Project Manager in HR This week's guest is Zion Joy Suvillaga, iQor project manager in human resources in Talisay City, Philippines. Since joining iQor without dedicated experience in human resources, Zion has grown her expertise and has been promoted several times. Today, her work as a project manager positively impacts more than 30,000 employees...

Coaching and Analytics Improve the Customer Experience   This week's guest is Adaeze Nwamah, iQor operations manager in Richardson, Texas. Her team of about 60 employees began a client program with a customer service focus . With the team's tremendous success creating meaningful experiences throughout the customer journey, the parameters of the client program changed. Adaeze and her team embraced...

Exceeding Client Expectations Can Fuel Career Growth   This week's guest is Kevin Anthony Paredes, iQor director of operations for a telecommunications customer service account in Dasmarinas, Philippines. His time at iQor has been replete with admirable success for the client he supports as well asfor his own career journey. Kevin started in the  business process outsourcing (BPO) industry 12 year...

This week's guest is Cristy Gavino, iQor director of operations in SM City Clark, Philippines. With an extensive background in the business process outsourcing (BPO) industry, Cristy has inspired impressive  growth for the customer service program  she oversees while simultaneously producing amazing customer outcomes and meaningful employee experiences. Under her leadership and commitment to custo...

This week's guest is George Kushner, founder and CEO of  H2cryptO . With more than 28 years of experience in financial services and traditional finance, he is on a quest to use his expertise to expand access to cryptocurrency investing and  trading . After extensive research it became abundantly clear to him that tokenization is the future of investing, but a glaring gap in the market is hindering...

This week's guest is Max Armbruster. Max is an expert in talent acquisition in high volumes . He is the founder and CEO of Talkpush , a leading conversational CRM for recruitment that utilizes automation to help businesses focus on finding the right talent. When utilizing modern recruitment strategies for recruiting in high volumes, it's best to treat candidates like consumers--monitoring their ch...

This week's guest is Ingrid Ceballos. Ingrid has an impressive 16-year career journey at iQor, personifying employee loyalty and the coaching culture that makes iQor a leading employer in the BPO industry . She began her career with iQor as a call center agent and progressed through different roles as a direct benefit from the coaching she received and accepted throughout her tenure. Today she run...

This week's guest is Maribel De Leon, Sr. Director Customer Integration Team. Maribel has an extensive background in the BPO industry, most notably in project management, which is the heartbeat of a BPO business. She has been a project manager (PM) and now as the Sr. Director of the Customer Integration Team, she leads the team of PMs. In this episode, we discuss what new customer implementations...

This week's guest is Howard Tiersky, a Wall Street Journal best-selling author, founder, and CEO of  FROM The Digital Transformation Agency . His latest book is  Winning Digital Customers – The Antidote to Irrelevance.    IDG says that Howard is "One of The Top 10 Digital Transformation Influencers to Follow Today." The Digitally Irresistible podcast is focused on the integration of digital techno...

Today's featured guest is Tarn Shant, Senior Vice President, Transformation and Governance at iQor. Tarn leads a team of digital customer experience experts, engineers, and security analysts focused on building out the technology infrastructure by which iQor delivers outsourced customer services for our clients. Tarn has been in the BPO industry for more than twenty years. He began his career as a...

William Huggins, DBA, is Vice President Operations and Country Lead at iQor Trinidad. In this episode, we discuss his purpose-driven approach to leading the iQor team in Trinidad. William recently completed his Doctorate in Business Administration (DBA) with a concentration in customer experience. He explains how he is applying his previous work experience, his education and his purpose-driven app...

Loren Dennis is Senior Vice President of Operations at iQor in charge of special projects. One of Loren's favorite projects he has spearheaded is iQor Qares. In this episode, he explains what it is and why iQor has invested significant resources into it.   One of iQor's core values is "always giving back." In the past, when iQor employees – aka iQorians – ran into emergencies, the company organize...

Chris West is the Founding Partner of Verbal Identity , a leading strategy agency specializing in the power of language. His firm has guided global and national brands, relaunches, and startups from B2B and B2C to tech and luxury and everything in between. Chris is a multi-award-winning copywriter and the author of the highly acclaimed book:  Strong Language: The Fastest, Smartest, Cheapest Market...

Rohan Kulkarni is the healthcare practice lead at HFS Research . HFS Research is recognized as second to Gartner in healthcare influence among decision-makers.     In this episode, we discuss the "triple aim" model, which addresses the three pillars in healthcare:     1)     I mproving patient outcomes 2)     Reducing the cost of care 3)     Enhancing the care experience through engagement   In ou...