In this episode of Get Out of Wrap, host Martin Teasdale speaks with Phil Jude, Senior Director at Alvaria, about how outbound has transformed into proactive customer contact — and why it’s becoming central to customer experience strategy.
Phil shares his journey from outbound agent to senior leadership, reflecting on the lessons learned along the way. Together, we explore:
The evolution of outbound into proactive engagement.
Using data and AI to deliver outreach that prevents problems before they happen.
Why compliance and regulation are essential foundations.
How proactive contact drives loyalty, retention, and revenue.
The future of partnerships and best-of-breed technology in the contact centre industry.
Whether you’re a CX leader, contact centre manager, or simply curious about how proactive outreach can reshape customer experience, this conversation will give you fresh insights.
👉 Listen now and discover why proactive customer contact is the secret to future-proofing CX.
Thanks to my partners Alvaria for supporting the podcast.
