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.
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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.
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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.
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The Third Wave of CX Leverages GenAI and Human Expertise
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A Veteran in Customer Experience Innovation We welcome Mark Honeycutt to this week’s episode of the Digitally Irresistible podcast. Mark has enjoyed a distinguished career, marked by significant contributions to the fields of technology, retail, and service. With over 25 years of experience, he has built a solid reputation for creating exceptional …
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Building a Learning Culture for the Age of AI, with Joe Whittinghill
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Joe Whittinghill is the Chief Learning Officer at Microsoft, where having a growth mindset is at the heart of the organization’s culture, and key to its success. He joins host Olivia Neal to share his lessons in building a learning culture across 220,000 employees, based in 115 different countries. Joe shares practical insights as well as perspecti…
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How iQor India Shapes Global CX Success
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Unveiling iQor India's Strategic Leadership in CX Innovation In this episode of the Digitally Irresistible podcast, we are joined by Maneet Sehgal and Manish Parikh, leaders at iQor India who bring a wealth of expertise in operations and financial services. With over two decades of experience, including 15 years at iQor, Maneet has overseen signifi…
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Platforms, Literacy and Responsible AI—Data Foundations to Better Serve Canadians
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Ima Okonny is the Chief Data Officer at Employment and Social Development Canada. Ima leads work across the department of 40,000 people to better understand and use data to deliver services to Canadians. In this episode she joins host Olivia Neal to discuss foundational data platform approaches, responsible use of AI, and how she’s building data li…
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Gain Competitive Edge in AI Through Data Annotation and Labeling
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Unveiling Accelerated Business Success by Unlocking AI Potential We welcome Joe Buggy to this week’s episode of the Digitally Irresistible podcast. As an innovative executive leader with a rich background in operations, business development, and finance, with specialization in the BPO sector, Joe is renowned for his strategic insights. Growing up a…
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Cyber, Communications and Collaboration in Defense with Lt. Gen. Alan Lynn (Ret.)
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Lt. Gen. Alan Lynn (Ret.) is the former Commander of the US Defense Information Systems Agency. He began building his expertise in military communications early in his career, and this developed through roles which took him around the world, including NATO communications, peacekeeping operations in Bosnia, and communications for the US in the Pacif…
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Oversight of Government spending using Generative AI
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Fabio Correa Xavier is the CIO of the Court of Accounts in the State of São Paulo, Brazil, and he has led his team to be early and enthusiastic adopters of Gen AI. The Court of Accounts oversees government spending of over $100bn, for the State which has a population of 44 million. It is critical that the people of São Paulo can trust how public fu…
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A Balanced Approach to CX Leadership With Head and Heart
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The Vital Role of Leadership in Customer Satisfaction We welcome Daniel Burks to this week’s episode of the Digitally Irresistible podcast. As a retail management professional with over two decades of experience in elevating customer experience and service excellence, Daniel brings a perspective on leadership that blends both intellectual and heart…
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How iQor’s Qoncierge Program Connects Employee Advocacy and Customer Satisfaction
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Creating Onboarding Experiences That Empower New Hires In this episode of iQor’s CX Labs Digitally Irresistible podcast, John Mercer, director of continuous improvement at iQor, delves into iQor’s Qoncierge program, which is dedicated to welcoming newly hired frontline employees. In this role, he supports the Qoncierge team to make sure they have t…
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Customer Experience Is Everything in a Member-Centric Business
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Building and Sustaining Memberships Through Excellent CX This week we welcome Jennifer Blevins to the Digitally Irresistible podcast. Jennifer is the senior vice president of member engagement and relationship management at Wespay, a payments association that guides its members with insights on best practices, business solutions , strategy, complia…
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Innovative Culture and AI—Digital Transformation in the City of Kelowna
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As the former CIO for the City of Kelowna in Canada, Jazz Pabla led a small team charged with delivering digital services and meeting the developing needs of a growing city. He talks with host Olivia Neal to explore how the team used Generative AI to test new approaches to service delivery, to support developers, and to create a culture of innovati…
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Empowering Employees for CX Excellence Through Organizational Development
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Welcome to the latest episode of iQor’s CX Labs Digitally Irresistible podcast where we delve into the world of organizational development with Mark Monaghan, vice president of organizational development at iQor. Mark shares insights on the components of organizational development, as well as heartwarming examples of employees whose careers have be…
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Elevating Training for Agents With Active Learning
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iQor's Active Learning Approach in Business Process Outsourcing Creates Irresistible Employee and Customer Experiences On this episode of iQor’s CX Labs Digitally Irresistible podcast, iQor Senior Manager of the Active Learning Classroom Tarisse Grant-Shelton explores the evolution of training and development at iQor, a business process outsourcing…
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Navigating the Future of CX With AI and Employee Engagement
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In this special edition of iQor’s Digitally Irresistible podcast, guest host Maribel De Leon chats with customer service expert and best-selling author Shep Hyken, chief amazement officer at Shepherd Presentations. Through his deep understanding of customer behavior and customer service, Shep shares his observations on artificial intelligence (AI),…
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Accessibility Fundamentals—Collaborating for Impact
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Rich Corbridge is the Chief Digital and Information Officer for the UK’s Department for Work and Pensions (DWP), the UK’s biggest public service department with 100,000 employees, serving 20 million customers. Rich joins host Olivia Neal to discuss how DWP has been embedding approaches to accessibility, including by partnering with Microsoft to bui…
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Value-Centric Leadership Is Shaping the Next Era of Customer Service
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A Transformative Approach to Value-Centric Leadership On this episode of iQor’s Digitally Irresistible podcast, we welcome Sean Ilenrey. Sean is an award-winning tech executive, published author, and keynote speaker whose achievements have inspired his drive to help other professionals achieve their own definition of personal success. In his ground…
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A Connected and Citizen-Centered City—Lessons from Brussels
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Join host Olivia Neal as she meets Mary Odile Longard, the CEO of i-CITY. Marie Odile shares the approach that she and her team have taken to enable the digital transformation of the City of Brussels. She introduces BRUCE, the new omni-channel platform used by the city, explains the impact of this work on citizens and employees, as well as her less…
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How iQor Harnesses Active Learning Strategies to Boost Employee Engagement
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A Former Frontline Agent’s Career Journey Contributes to a Powerful Active Learning Approach at iQor In this episode of iQor’s CX Labs Digitally Irresistible podcast, Jason Miles, director of active learning design and development at iQor, sheds light on the transformative impact of active learning in training and development. Jason’s active learni…
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Transforming Public Sector Services using Generative AI—Global Case Studies
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Robyn Scott, the CEO and Co-founder of Apolitical joins host Olivia Neal as they discuss the findings of a new report on generative AI in the public sector. Using examples from Japan, Canada and Portugal, they explore the potential for generative AI to transform government operations. Robyn shares the lessons other public sector organizations can l…
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Cutting-Edge Recruiting Technology With a Human Touch
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Accelerating Talent Acquisition in the Digital Frontier Through Outstanding Leadership Welcome to a new episode of CX Labs, our installment of the Digitally Irresistible podcast that brings you the latest CX practices, industry developments, and technology insights to inspire new heights of customer service success. In this episode, we feature Jan …
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How iQor Delivers Successful Seasonal CX Ramps for This Direct-to-Consumer Catalog Brand
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Unpacking Irresistible Customer Experiences in the Catalog and E-Commerce Industry This week we welcome Dave Richter to the Digitally Irresistible podcast. Dave is the vice president of operations at Silver Star Brands, a brand management company in the catalog and e-commerce industry that places exceptional customer experiences at the heart of the…
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Leveraging NICE CXone to Augment Human and Operational Excellence at iQor
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A Partnership Approach to Industry-Leading CX This week we welcome Andy Traba and PJ Singh to the Digitally Irresistible podcast. Andy and PJ both hold key leadership roles that have helped forge a triumphant business partnership between iQor and NICE CXone, a comprehensive end-to-end customer experience technology provider that specializes in digi…
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Digital Transformation in Defense—A Conversation with General Bob Brown
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In this episode, guest host AT Ball interviews General Bob Brown, President of Association of the United States Army (AUSA), exploring the evolving role of digital tech in defense. The conversation emphasizes the impact of technologies like AI, cloud solutions, and collaboration across sectors. General Brown highlights the need for talent developme…
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Leveling the cybersecurity playing field with AI, Machine Learning, and Cloud
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Jonathan Cassar, the Chief Technology Officer and Head of Information Security at the Malta Information Technology Agency (MITA), provides insights into global cybersecurity trends and their implications for the public sector. He discusses strategies to bolster cybersecurity in government and critical infrastructure, approaches to tackling the cybe…
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Unlocking Greater Employee Performance With a Can-Do Mindset
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This week we welcome Denise Gabel to the Digitally Irresistible podcast. Denise is an international bestselling author, professional speaker, and mentor on the power of change. She is now recognized as the world’s first can-do-ologist who has made it her life’s work to inspire others to embrace a can-do mindset. On this episode, we discuss how Deni…
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Modernizing National Approaches to Cybersecurity
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Sami Khoury is the Head of the Canadian Government’s Centre for Cyber Security. As Canada’s technical authority on cyber security, the team use their expertise to keep safe the information and systems that Canadians rely on, to protect and defend the country’s cyber assets and to lead Canada’s federal response to cybersecurity events. Olivia Neal […
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Harnessing AI to Optimize the Employee Life Cycle at iQor
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The Expert Tech Leadership Driving Digital Transformation for the Age of AI Welcome to the debut episode of CX Labs, a new installment of the Digitally Irresistible podcast where we cover the latest CX practices, including performance optimization, technology trends, employee experience, industry developments, and success factors to inspire great C…
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The Journey to Becoming an Impactful BPO HR Leader
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BPO Leadership Excellence in the Philippines This week, we welcome Liz Cabrera to the Digitally Irresistible podcast. Liz is a human resources manager supporting close to 2,000 employees in one of iQor’s sites in the Philippines. Liz describes human resources as a multifaceted arena spanning hiring, employee relations, compliance, compensation and …
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Cybersecurity in an AI-Driven Landscape
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Cybersecurity stands at the forefront of global concerns in a dynamic realm where technology constantly evolves. Recent advancements in generative AI have opened new avenues for both progress and peril. Guest host Alvaro Vitta and Tom Burt, Microsoft CVP of Customer Security and Trust at Microsoft, delve into the cybersecurity insights gleaned from…
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Mastering Customer Experience with the Right Mix of Technology and Human Touch
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Transforming CX with Customer Journeys That Inspire Loyalty This week we welcome Joseph Michelli, Ph.D., to the Digitally Irresistible podcast. Joseph is the founder and CEO of The Michelli Experience (TME), an award-winning author, and CX Hall of Fame inductee. As a certified CX professional, Joseph specializes in helping leaders attract and eng…
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India's Journey to Digital Transformation—A Conversation with Dr. Pramod Varma
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India's digital transformation journey has relied on the power of strategic thinking, collaboration, and innovative solutions. Microsoft Digital ID lead Colleen Elliott and Dr. Pramod Varma, an expert in the field of digital public infrastructure and former Chief Architect of India’s Aadhar digital identity program, explore how India overcame signi…
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iQor’s Nearshoring Success in Medellín, Colombia, Harnesses Talent and Culture
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Breaking New Ground for the Early Success of iQor Colombia This week, we welcome Fabian Garcia to the Digitally Irresistible podcast. Fabian is senior director of operations and country lead of iQor Colombia. With 15 years of experience in contact center operations and a passion for the BPO industry, Fabian’s leadership has been instrumental to iQo…
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Championing Identity for All—Empowerment and Progress in Africa
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Join guest host Colleen Elliott as she engages in a compelling conversation with Dr. Joseph Atick, Executive Chairman of ID4Africa. Together, they delve into the impactful work of ID4Africa, a pioneering movement dedicated to propelling digital identity adoption across the African continent. Explore their insights into the evolving landscape of ide…
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The iQor Blueprint for Nearshore CX Outsourcing in Trinidad and Tobago
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Paving a Path to Success in Frontline Contact Center Leadership This week, we welcome Chevon Brathwaite to the Digitally Irresistible podcast. Chevon is senior manager of operations at iQor Trinidad and Tobago with over 15 years’ experience in contact center operations and a passion for customer service and professional development for frontline em…
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The Fusion of Heart and Science for Effective CX
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Leveraging a Career in Sales and Marketing for CX Innovation This week, we welcome Stacy Sherman to the Digitally Irresistible podcast. Stacy is an award-winning keynote speaker, author, advisor, and host of the “Doing CX Right” podcast. Stacy began her career in sales and marketing and has held multiple leadership roles at major companies over the…
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Lifelong Learning: Building Digital Skills through Continuing Education
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In this episode, host Olivia Neal talks with Dr. Sheila LeBlanc, Associate Vice President for Continuing Education at the University of Calgary. They explore the role of lifelong learning, how demands from students and local businesses are changing, and ways in which using data can improve student success. Olivia Neal [host] | LinkedIn Dr. Sheila L…
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Curiosity and hope: building foundations for the future workforce
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Washington State is leading the way in using new technologies to engage students and build digital skills. In this episode, host Olivia Neal talks to Superintendent Chris Reykdal to learn how they have adopted programs like ‘Coding in Minecraft’ to build interest and excitement, and to develop the foundations for students’ future success. Olivia Ne…
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The Future of Customer Experience in Construction Is Now at EDiS
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Building a Strong Foundation for Customer Experience in the Construction Industry This week, we welcome Brian DiSabatino to the Digitally Irresistible podcast. Brian is a fourth-generation owner and CEO of EDiS Company, a family-run construction company that has served regional communities in Delaware and beyond for over 100 years. Born and raised …
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Building a platform for digital skills
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In this episode, host Olivia Neal talks to Her Excellency Ohood Khalfan Al Roumi, Minister of State for Government Development of the Future in the United Arab Emirates. She explains how the UAE are approaching building digital skills at scale through their Jahiz platform, and why understanding digital needs to start from the top. Olivia Neal [host…
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Empowering Women in the Contact Center Industry: The Story of CCWomen
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The Power of Connection: How Networking, Advocacy, and Community Drive Professional Growth for Women in the Customer Contact Industry This week, we welcome Sandy Ko to the Digitally Irresistible podcast. Sandy is the founder and principal of CCWomen, a networking and advocacy community for women in the contact center industry. After joining the con…
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Customer Experience Meets Employee Experience in the Moving Industry
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A Unique Employee Compensation Plan Boosts Customer Satisfaction and Re-Defines the Moving Industry This week, we welcome Ron Holt to the Digitally Irresistible podcast. Ron is the CEO of Pink Zebra Moving and a serial entrepreneur with specialties in startups, franchise development, management, and leadership. Over nearly two decades, Ron built hi…
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The importance of skilling in the digital world
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In this episode, host Olivia Neal talks with Geoff Connell, the Chief Digital Officer for Norfolk County Council. He shares successful approaches for training and upskilling employees, building digital skillsets, and getting the most from your investment in technology. Olivia Neal [host] | LinkedIn Geoff Connell [guest] | LinkedIn Microsoft Public …
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Maximizing Employee Potential Through Career Pathing and Development
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Creating a Thriving Culture Shift for iQor Employees Through Organizational Development This week we welcome Mark Monaghan to the Digitally Irresistible podcast. Mark is vice president of organizational development at iQor, driving the transformation of leadership development programs for iQor’s 40,000 amazing employees spanning 10 countries. Mark’…
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In this episode, host Olivia Neal speaks with Ian Bell, CEO of the UK’s Police Digital Service. He offers an inside look into the role of the Police Digital Service and how it is harnessing the power of digital, data, and technology to enable UK policing to better protect the communities it serves. Olivia Neal [host] | LinkedIn Ian Bell [guest] | L…
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A Guide for CX Leaders to Create a Plan for Unshakeable Customer Loyalty
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The Psychology of Customer Engagement: How Loyal Customers Accelerate Growth and Provide a Competitive Advantage This week we welcome Jermaine Edwards to the Digitally Irresistible podcast. Jermaine is a leading customer growth expert, advisor, international speaker, and award-winning author. With more than 20 years of sales and leadership experien…
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In this episode, host Olivia Neal speaks with Detective Sergeant John Price from the West Midlands Police Force in the United Kingdom. He shares insights from the world of digital forensics and how investigators are using technology to help victims more effectively in the modern age. Olivia Neal [host] | LinkedIn John Price [guest] | LinkedIn Micro…
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The 3E Leadership Framework for Driving High-Performing Customer Teams
25:51
25:51
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25:51
Promoting CX Excellence Through Strategic Leadership On this week’s episode of the Digitally Irresistible Podcast, we welcome Adam Toporek. Adam is a third-generation entrepreneur, consultant, and highly sought-after CX keynote speaker. Recognized as one of the top thought leaders in customer experience, Adam is a strategic analyst and consultant w…
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Tech Saving Lives: Transforming Emergency Response
32:57
32:57
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In this episode, host Olivia Neal speaks to San Bernardino Fire Chief Dan Munsey. Chief Munsey is also Chair of the International Association of Fire Chiefs Technology Council. He shares how embracing new technologies has brought opportunities to transform emergency response and help protect the two million residents of San Bernardino County. Olivi…
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The SUPER Model Method to Create Superfans and Game-Changing CX
23:53
23:53
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23:53
Turning Customers Into Lifelong Advocates This week we welcome Brittany Hodak to the Digitally Irresistible podcast. Brittany is an entrepreneur, author, customer experience keynote speaker, and author of over 350 thought-leadership articles for a variety of national media, including regular columns for Forbes, Adweek, and Success. Brittany has spe…
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The 5 Key Elements Frontline Employees Need to Deliver Great CX
17:55
17:55
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Equip Frontline Employees With Everything They Need to Provide an Excellent Customer Experience On this week’s episode of the Digitally Irresistible Podcast, we welcome Lori Brown. Lori is a seasoned customer experience executive with more than 25 years of experience in the BPO industry. She is a respected thought leader, CX consultant, and keynote…
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