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Digitally Irresistible

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Digitally Irresistible

Bernie Borges, V.P. Global Content Marketing at iQor

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On the Digitally Irresistible podcast, we cover the optimization of digital technologies and irresistible people that influence both employee and customer experiences. We feature professionals who are passionate about delivering a great customer experience. Brought to you by iQor and hosted by Bernie Borges, Vice President of Global Content Marketing.
 
Welcome to Octopus. This series is an exploration of digital strategy, its place within the broader marketing ecosystem and the people who have made it their career. It is designed to help prospective digital strategists get started in the industry and chart a roadmap for their careers with insights and perspectives from those that have worked in this space and helped shape it.
 
This is a show for anyone who cares about using digital approaches in the public sector to deliver better outcomes. We explore stories from around the world, where public servants have been successful at driving change. We meet the people behind the stories, to hear their first-hand experiences and lessons learned. Throughout the series we discuss technology and trends, as well as the cultural aspects of making change happen.
 
The Breaking Digital Podcast is for business innovators looking to implement key digital strategies, digital leadership ideas, social selling & marketing initiatives for enterprise & entrepreneurs. The Breaking Digital Show is hosted by Doyle Buehler, where he interviews digital leaders and influencers from around the world, who are creating amazing results and impact with digital. The show is about giving you the necessary insights and ideas from some of the world's greatest strategists, di ...
 
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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) Improving patient outcomes 2) Reducing the cost of care 3) Enhancing the care experienc…
 
In this episode we speak with Professor Dame Angela McLean, the Chief Scientific Advisor for the UK’s Ministry of Defence. McLean shares her priorities in the role, from data curation for sharing to risk analysis, and lessons learned from responding to COVID-19. She discusses the importance of asking the right questions and integrating scientific e…
 
Charlene Li is renowned as a strategic thinker. She helps leaders and organizations thrive with disruption as an Author, Speaker, Advisor and Board Member. She has worked with dozens of companies such as IBM, Oracle, 3M, Adobe, Cisco, Dell, Intel, and Microsoft, just to name a few. She has authored six books, the most recent titled: The Disruption …
 
David Wasserman is a leader in Product Marketing and Sales Enablement at NICE, a global provider of next-gen digital customer experience technology enabling companies like iQor to maximize the operational efficiency of front-line employees who are responsible for customer interaction. In this episode, we discuss three reasons iQor selected NICE as …
 
April Segovia’s career journey at iQor is both impressive and inspiring. April joined iQor as an operations supervisor in 2016 with six years of experience in the BPO industry. Her career journey at iQor has been challenging, in a good way. The telco client she supported started with 15 call center agents. The campaign was so successful that her te…
 
This episode features Stephon Griffin, a certified trainer who has shown remarkable initiative and results in his four years at iQor. In his first role, Stephon proposed a solution that was approved and implemented under his leadership. It is still delivering phenomenal results. In this episode, we discuss what inspired him to propose this solution…
 
This episode features Andrew NcNeile, Chief Customer Officer, ThinScale Technology. Andrew is responsible for sales and marketing operations. His team focuses on helping BPOs deliver endpoint security to bring-your-own-device (BYOD) employees through Secure Remote Worker. Secure Remote Worker allows BPOs to improve security, manageability of IT, an…
 
On this episode, you'll meet Shep Hyken, a renowned customer service expert and author of eight books, as well as a Hall of Fame speaker. Shep’s latest book is titled I’ll Be Back – How to Get Customers to Come Back Again and Again and is the focus of this episode. Shep learned the importance of taking care of customers when he started his first bu…
 
This episode features Tone Holmen, General Manager, and Senior Vice President Operations of Retail & Residential Services. Tone has been with iQor for 21 years, starting as a contact center supervisor. Her career has advanced admirably, and today she oversees global operations for several lines of business, including Retail and Residential Service …
 
Dan Gingiss is an accomplished marketer. His career marketing experience includes roles at Discover Card, McDonald's, and Humana. The common thread among those experiences for Dan is learning that when an experience is remarkable, a customer tells others about the experience with enthusiasm, which is the holy grail of marketing. Dan’s book, The Exp…
 
In this episode, we feature Sekou Alleyne, President of InvesTT in Trinidad. InvesTT is a government-run investment promotion agency. iQor has worked with this agency for six years to help set up our nearshore expansion with a sizable workforce in Trinidad, currently numbering more than 1000 people. In this episode, Sekou shares highlights about th…
 
In this episode, you'll meet Andrew Reilly, a data scientist at iQor. He explains the Net Happiness Score's method and technology, which we covered in episode 13 with William Adams. Andrew's data science career at iQor has evolved across several functions. It's currently focused on finding solutions to operational challenges, emphasizing attrition …
 
William Adams started at iQor nine years ago. He is Vice President of Operations, managing a team of employees in the Philippines that support two telecom clients. The client programs he oversees manage the entire life cycle of the customer journey, including customer care, collections, chat, and retention. Another client program that William leads…
 
David Rickard serves as Vice President at Everest Group. He's based in the UK and manages the customer experience management practice and sourcing and vendor management on a global scale. Before Everest, David spent a couple of years consulting and was at Microsoft for 18 years overseeing their contact center outsourcing business. Despite the pande…
 
In this episode we talk with Joseph Courtesis, former Inspector of the New York City Police Department (NYPD), who retired in 2020 after 27 years of service. Courtesis discusses his experience leading the NYPD’s Real Time Crime Center, what it is, and how it has supported communities in New York. He shares his lessons for other public sector organi…
 
Our featured guest on this episode is Flo Navarro, Senior Vice President of Human Resources at iQor Philippines and Head of Global Recruiting. Flo has a huge responsibility. In addition to overseeing all traditional HR functions for roughly 27,000 iQorians in the Philippines, she also oversees global talent recruiting. As a BPO with a presence in n…
 
Gary Praznik has worked at iQor for more than twenty-one years. He is currently President and CEO of the 35,000-employee company where he has held roles in operations and sales. In this episode, Gary shares how he learned the power of listening early in his youth and how listening has helped him in all relationships, including in his career. Career…
 
Troy Sanders has been very successful in his sales career at iQor. Troy's career includes an extensive background in professional services, marketing, sales, and operations. He credits trust building as the biggest factor to his success in sales in the BPO industry. In this episode, we examine Troy's strategy that has fueled his success. Troy began…
 
Welcome to another episode of the Digitally Irresistible podcast. Today’s guest is Gladys Rodinas, Supervisor Operations in Talisay, Philippines. Gladys has had an inspiring journey in her iQor career in just a few short years starting as a call center agent. Whether you watch the video or listen to the podcast, you’ll discover that her story inclu…
 
In this episode we speak with André Correr, Institutional Relations and Project Manager at Best.Projects, Microsoft’s Government Partner of the Year. Best.Projects was recognized for their innovative work over the past year to deliver food to vulnerable communities in São Paulo, Brazil during the global pandemic. Click here for transcript of this e…
 
Our featured guest on this episode is Gail McLaughlin Toti. Gail has a unique vision with her customer relationships based on her tenure in the BPO industry. She can see her client's needs in the short term and the long term. Gail has been with iQor for 11 years as Vice President of Business Development and has been in the contact center industry f…
 
Chris Holt started working at iQor when he was in high school on the 6 pm shift. Twenty years later, Chris’ leadership development path has resulted in him being a Director of Operations in Charlotte, NC, managing a team of customer experience professionals on a client portfolio in Warranties and Utilities. Chris’ impressive career journey at iQor …
 
Our featured guest on this episode is Maria Cristina Castro, also known as Strawberry Castro. We began our conversation with the back story on her nickname, Strawberry. We learned that her given name is widespread in the Philippines, and when her sister gave her the nickname Strawberry in their childhood, it stuck. Strawberry has a remarkable caree…
 
Welcome to another episode of Digitally Irresistible. Today’s guest is Ada Smith, Director of Analytics. Ada works with very cool technology known as RPA, which stands for robotic process automation. In this episode, Ada explains what RPA is, some use-cases for it, and provides two real-world examples of how iQor is deploying intelligent automation…
 
In this episode we speak with Mike Schrock, Vice President of Global Alliances at Thales, Microsoft’s Defense & Intelligence Partner of the Year. Thales was recognized for their work developing cloud-based capabilities for defense organizations, allowing increased agility and interoperability, and bringing the ability to analyze data for decision m…
 
Annette Timmins has been in the Business Process Outsourcing industry, referred to commonly as BPO, for more than twenty-five years. She recently joined iQor as Vice President, Business Development. In this episode, I spoke with Annette about the changes she’s seen in the BPO industry and why she joined iQor. Annette addressed my question about why…
 
On episode one of the Digitally Irresistible podcast, we discussed the role of digital technology in delivering a personalized omnichannel customer experience that end users demand. On episode two, we focus on the irresistible part of the equation because in order to deliver a great customer experience using digital channels, it's imperative to hav…
 
On episode 1 of the Digitally Irresistible podcast, our featured guest is PJ Singh, Chief Digital Officer at iQor. We discuss with PJ the role of digital technology in the modern customer experience. PJ reveals the importance of meeting the customer where they are in their journey to deliver answers and solutions. Consumers want answers to question…
 
In this episode we speak with Mohammad Almadani, CEO & Co-Founder of Classera, Microsoft’s Education Partner of the Year. Classera was recognized for their work empowering schools through the pandemic. Almadani was driven to develop smart learning solutions focusing on AI, gamification, and social learning. We discuss the growth of remote learning,…
 
I want to invite you to subscribe to the Digitally Irresistible podcast brought to you by iQor. I’m your host Bernie Borges. On each episode, we cover the optimization of digital technologies and irresistible people that influence both employee and customer experiences. We feature professionals both inside iQor and outside the company who are passi…
 
In this episode we discuss Jacky Wright’s experience as the Chief Digital and Information Officer of Her Majesty’s Revenue and Customs (HMRC), the UK’s tax and customs department. She shares how to build a digital organization at scale and how to create an inclusive culture to deliver the best outcomes. Wright has held leadership roles in both the …
 
In this episode, we talk with Maria Hald, who spent 20 years in the Danish public sector, about one of her roles as Deputy Director General in the Ministry of Finance. Hald was responsible for running a shared service center for HR for central government agencies in Denmark. She led transformation of this from a traditional way of operating to a cl…
 
In this episode we are joined by Luis Felipe Monteiro, the Secretary of Digital Government in Brazil. He oversees digital transformation of the federal government and is dedicated to implementing innovation actions in the public sector focusing on the needs of the citizens. We discuss how to scale digital transformation in a very large country, how…
 
In this episode, we speak to Yazmine Laroche, Deputy Minister for Public Service Accessibility in the Government of Canada. We discuss her ambition to make the Canadian public service the most accessible in the world. We explore the steps she’s taking to make it happen, how technology can play a crucial role, effects of the pandemic, and where to g…
 
In this episode we are joined by Siim Sikkut, the Chief Information Officer of the Government of Estonia. Sikkut shares what it’s like to be the CIO of one of the world’s leading digital governments, his focus on user centricity, and how digital approaches can build trust between people and their governments. He gives advice for public servants and…
 
In this episode, we explore a challenge-based approach to public sector innovation. We speak with Jeremy Goldberg about one of the projects he was responsible for in the New York City Mayor’s Office of the Chief Technology Officer. Goldberg designed and implemented a new approach to bringing bold ideas and breakthroughs into the public realm to ben…
 
In this episode we speak with Yolanda Martínez about one of the key challenges of successful digital transformation, the ability to work across boundaries and barriers to share and use data, and to better deliver services to people who really need them. We discuss how she worked across federal and regional boundaries while leading the National Digi…
 
In this episode we explore the technology and cultural changes that have been put in place by Western Australia’s Police Force. Join us as we sit down with Western Australia’s Assistant Divisional Officer, Darren Henstock, to discuss the journey to implement body worn cameras, GPS tracking of Officers, and the management of COVID-19 through a digit…
 
When virtual reality is integrated into our real, physical reality, we welcome mixed reality. We speak with Dr. Marc Pollefeys, Professor of Computer Science at ETH Zurich and Director of Science at Microsoft who leads Microsoft’s Mixed Reality & AI lab in Zurich. Learn about emerging areas of technology from 3D computer vision to AI, and practical…
 
This is a show for anyone who cares about using digital approaches in the public sector to deliver better outcomes. We explore stories from around the world, where public servants have been successful at driving change. We meet the people behind the stories, to hear their first-hand experiences and lessons learned. Throughout the series we discuss …
 
Chris J. Reed is the Only CEO With A Mohawk! And a Mohawk on a Marketing Mission! A third time No. 1 International Bestselling Author and LinkedIn Power Profile for 7 years running and the most recommended and awarded LinkedIn marketing entrepreneur/masterclass leader with 650 LinkedIn recommendations. Called "the most colourful marketing founder" …
 
Known as the “Brand Builder” and recognized as one of the “Top 20 Content Marketers" globally, Joe Escobedo has helped countless organizations and executives transform from relative unknowns to superheroes online. He has also created and led successful digital marketing, branding and PR campaigns for everyone from startups to Fortune 500 firms. He …
 
Personal Branding and Digital Marketing: The must-have company tools for 2018! If you don’t put it out there, someone else will! Do you have strong personal branding and digital marketing strategies? If you don’t then its time to listen up and get in the game! Josh Steimle speaker, writer, CEO of MWI Digital Marketing, and founder of Influencer Inc…
 
Marketing to Mums: The Untapped Billion Dollar Market Does your company market to mums? If not, Katrina McCarter is here to tell you why you are missing out on a billion dollar industry that is still in its infancy! Katrina McCarter is the founder and CEO of Marketing to Mums a marketing strategist company that specialises in helping businesses sel…
 
Technology & Innovation: Why it Will Keep your Business Thriving! Are you afraid of new technology in your business or are you ready to embrace it? Robert Scoble the technology evangelist and writer of the Scobleizer blog, as well as the author of many popular books including Age of Context and The Fourth Transformation gets candid on why businesse…
 
Do you think the act of using social media is going to regress and become a fad? Jamie Shanks, CEO of Sales for Life, is here to tell you that society is going to use digital platforms more and more. This is especially relevant when it comes being a successful sales leader. Social selling isn’t a new thing but it is still in it’s growing phases. Th…
 
How do you produce content that sparkles with value? Monetising your content and being able to see an actual measurable ROI on what you produce is every marketers dream. There are 3 layers of content that every brand should focus on. Having different content at different stages instead of a “one size fits all approach” will push people down your fu…
 
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