In this episode of The IRIS Pod, IRIS COO Tom sits down with Marco Ndrecaj, Director of Customer Experience at SSCL—a multi-award-winning public sector provider with a five-star CCMA accreditation. Marco shares insights on how SSCL has achieved industry-leading staff retention by fostering a strong culture, clear purpose, and leveraging innovative technology.

He also discusses why voice channels remain essential for complex, emotional customer queries, even as AI gains traction. With a 93% first contact resolution rate, Marco highlights how SSCL balances compliance with authenticity and embraces individual differences to enhance both advisor efficiency and customer satisfaction. An inspiring conversation on elevating customer experience and building a thriving workplace! 🚀

#CustomerExperience #CX #Culture #Technology #TheIRISPod #noisecancellation #ai

In this episode of the IRIS Pod, IRIS COO Tom is joined by award winning Sigma Connected’s Chief Strategy Officer, Peter Doveren. Listen as they discuss what it takes to excel in the world of CX, predict future trends as well as discussing the company ethos that resulted in Sigma being named ‘Best Place to Work’ two years running.

Full podcast also available on Youtube.

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In this episode of the IRIS Pod, host Tom is joined by IRIS CEO Jacobi Anstruther and IBPAP President & CEO Jack Madrid. They delve into the role of generative AI in the call center industry in the Philippines, emphasising the necessity of embracing technology and developing infrastructure to support channel partners and employees. The discussion also underscores the enduring value of face-to-face interactions and relationship-building. Additionally, Jack shares insights into IBPAP's cornerstone strategy for the industry through their 2028 roadmap vision.

In this episode of our CX24 Series on the IRIS Pod, Tom Darnell and Simon Broadbent, Senior VP at NICE, discuss all things artificial intelligence in customer experience – from recognising its value to enabling transformations in the customer journey.

#cx #ax #customerservice #customerexperience #tech #ai

In this episode of the CX24 series, Tom Darnell speak to Helen Beaumont Manahan about improving the customer experience by first improving the agent experience - find out how this works and why this works on the IRIS pod.

In this episode of our CX24 Series on the IRIS Pod, Tom Darnell and Dave D’Arcy discuss the future of BPOs and call centres in less traditional locations. D’Arcy gives an insight into the benefits of fostering growth and talent away from major cities.

In this episode of our CX24 series on the IRIS Pod, Tom Darnell and William Carson of Ascensos, talk about the exciting changes in Customer Experience (CX) in 2024, the critical role call centres play in a brand strategy, and give us a sneak peek into what's coming next.

In our newest series, CX trends 2024, Tom talks to industry titans as they dive into the dynamic world of Customer Experience, exploring cutting-edge tech, the power of brand impressions, the influence of location, the magic of partnerships, and beyond! Our second guest, Steve McSherry from Daktela UK. They look at industry consolidation, the perks of partnerships, and much more in the ever-evolving world of CX collaboration. Keep an eye out next week's release.