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Episode 7: How has COVID-19 impacted contact centres and how can they succeed in the new marketplace?

As the pandemic hit, many contact centres faced dizzying demand as queries sky-rocketed, whilst some have seen demand virtually disappear. In this episode of the Customer Perspective podcast, Bastien Chicha is joined by fellow Customer Transformation experts Anna Kelshaw and Sajidah Albayram. Tune in to hear their perspectives on how COVID 19 has impacted contact centre operations across different sectors, as well as the effect on customer engagement strategy and focus areas for the future.Please allow statistical cookies to see this Soundcloud embed

Episode 6: How can the automotive industry leverage data in a more connected world?

In a world where data is king, how can automotive brands successfully unlock the power of data? In this episode of the Customer Perspective podcast, Joe Jennings is joined by fellow Automotive experts Abu Abubakar and Jordan Fisher. Tune in to hear them discuss connected cars, data ownership, the customer value exchange and more!Please allow statistical cookies to see this Soundcloud embed

Episode 5: Disruption in Utilities: What’s next for customer engagement in light of COVID-19?

Disruptors, regulatory pressure and the ongoing pandemic are posing huge challenges for the Utilities sector.  In this episode of the Customer Perspective podcast, Natalie Griffiths is joined by Lukas Cassebaum and Nicolas Barriatti who form part of the Utilities practice at Capgemini Invent. They discuss technology, trust and trends, as well as the transformation required to better engage customers.Please allow statistical cookies to see this Soundcloud embed

Episode 4: Survival of the fittest: Social media success in an era of digital Darwinism

Social media’s rapid growth and constant evolution means brands are constantly having to pivot and adapt to engage their consumers successfully.  In this episode of the Customer Perspective podcast, Alice Paul is joined by Digital Marketing colleagues Susan Maginn and Karishma Joshi. They discuss the challenges brands are facing across social, what they must do in order to survive in this changing landscape, as well as the latest social media trends to watch out for!Please allow statistical cookies to see this Soundcloud embed

Episode 3: Design for everyone -why inclusive design matters in business

Inclusive design is about more than accessibility. But how can organisations prove its value to make sure it doesn’t get prioritised out the design process? Raina Purba is joined by Charlotte Fereday, Business Design Director at Idean UK (part of Capgemini Invent), and Chris Owen, Capgemini Invent UK lead of Next Generation Financial Services. They discuss the challenges in practising inclusive design and why it’s only going to become more business-critical as consumer expectations and demographics change.Please allow statistical cookies to see this Soundcloud embed

Episode 2: The retail renaissance – preparing for a brave new world

In this episode Raina Purba is joined by retail experts Stoyan Petrov and Matteo Costa. They discuss the impact of the Corona crisis on consumer behaviour, emerging trends in the retail sector and what retailers should be doing about them.Please allow statistical cookies to see this Soundcloud embed

Episode 1: “Does anything eat bankers… will the big banks big profits ever end?”

For our first episode, Raina Purba is joined by Chris Owen, UK lead of Next Generation Financial Services. Tune in to listen to him discuss the FinTech revolution, the impact of Big Tech players and why coronavirus matters for the future of digital banking.Please allow statistical cookies to see this Soundcloud embed