Shows
CustomerlandHow TP USA is Transforming Customer Experience with AIThe relationship between artificial intelligence and human emotional intelligence isn't just fascinating - it's reshaping how global enterprises deliver customer experiences. In this revealing conversation with TP USA CEO Mike Lytle, we explore how the world's largest customer experience provider is thriving in the age of AI by finding the perfect balance between technological advancement and human connection.Mike shares TP USA's remarkable evolution from traditional call center origins to a diversified business where specialized services like trust and safety, health advocacy, and visa processing now represent half of their operations. With nearly 500,000 employees serving clients across 170...2025-07-0939 min
CustomerlandThe Guts of Great Customer ExperiencesWhat happens when the shiny exterior of customer experience meets the messy reality of operational execution? In this eye-opening conversation, we speak with FD Giambattista, a veteran CX operations expert who has spent 25 years implementing customer service solutions for major corporations.FD takes us behind the curtain to reveal what actually makes customer experience workâor fail. While technology providers focus on capabilities and features, FD deals with the operational realities: systems held together with "bailing wire and duct tape," agents navigating through 14 different applications to handle a single interaction, and the delicate balance between cost, quality, an...2025-05-1235 min
CustomerlandRedefining Loyalty Programs Through Purpose and SustainabilityCan the evolving expectations of Gen Z redefine the way brands approach consumer loyalty and sustainability? This week, we're joined by Regan Plekenpol, co-founder of Rediem, who shares her pioneering journey from sustainable policy work to revolutionizing loyalty programs. You'll discover how Rediem's unique approach is turning traditional loyalty on its head by integrating value-driven incentives that resonate with the eco-conscious demands of today's consumers. As Regan explains, the intersection of ethical practices and consumer expectations is shaping a new era of brand-consumer relationships.With Rediem's innovative concept of "purpose gating," brands are encouraged to align their...2025-01-2232 min