15: Open Talent and Customer Experience

In this episode Barry and Eleanor discuss the world of Customer Experience (CX) and discuss what makes good CX and why.  They discuss how after over a year of managing with the pandemic  companies shouldn’t be using COVID as an excuse for poor customer service and they discuss how flexible, remote working models with mixed teams of experts can improve CX by attracting experts to work remotely on flexible terms.  They are joined by Jitender Mohan, Executive Vice President and head of Customer Experience at WNS who discusses WNS’s approach to CX and how they have developed an open talent model based on mixed teams of domain experts working flexibly and remotely as part of hybrid WNS teams. www.wns.com www.re-source.uk www.humancloud.uk