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Recent Podcasts

CXplorers: How AI Predicts and Shapes Customer Behavior

CXplorers: How AI Predicts and Shapes Customer Behavior

Unveil the predictive power of AI in Episode 4 of “CXplorers by ContactPoint360!” 🚀 Join hosts Daniel Cheung, VP of Enterprise Partnerships, and Jasper Nastor, Lead Architect, AI-Driven Solutions, as they delve into the fascinating world of AI and its ability to predict and shape customer behavior.

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Collections During Covid-19

Collections During Covid-19

Debt Collection has shown interesting trends during the on-going Covid-19 pandemic. In the wake of relief measures rolled out by the government, studies noticed a 50% increase in lump-sum payments towards debt compared to last year.

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Facing Change Head-On with QaaS

Facing Change Head-On with QaaS

Two key factors determine how well energy companies do at winning and retaining customers – the ability to control costs and offer competitive rates and the ability to provide top-notch end-to-end customer experience.

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RPA in Energy

RPA in Energy

North America’s energy and utility sector has legacy systems and technologies that mar the customer experience. Customers tend to interact with Energy companies when they want to start or change service, pay bills, contest bills, or lodge complaints—the easier these interactions, the better the experience – simple as that.

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Top 3 CX Trends

Top 3 CX Trends

Tune in to hear Elizabeth talk about the past, present and near future of the customer experience and the top global trends to follow in rebranding your CX playbook!

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Energy 360 – Early Termination Fees

Energy 360 – Early Termination Fees

Early Termination Fee is baked into utility contracts to help protect the company, in the event that customers discontinue service mid contract. While its necessary, the charge is not always understood by the consumers. There is often resistance from them to pay the ETF and collecting this amount requires special tact.

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Leadership in Times of Crisis

Leadership in Times of Crisis

When Covid-19 hit last year, members across all tiers of companies had to work through unprecedent situations. The move to virtual working environments, global lockdowns, blurring boundaries, changing family schedules lead to an initial disarray and panic. People who successfully lead teams through these times required uncommon approaches.

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