Blogs 12:15:2022 | Bernie Borges

A Masterclass in CX Best Practices Through 64 Irresistible Podcast Episodes

A look back at the first 64 episodes of iQor’s Digitally Irresistible podcast celebrating best practices in digital CX.

iQor’s Digitally Irresistible podcast offers customer experience professionals content that informs, educates, and inspires the ongoing practice of delivering a consistently great customer experience in any industry.

As host of the podcast, I look back on the first full calendar year of the podcast with gratitude to each CX expert I had the privilege of showcasing. From Episode 1 in July 2021 to Episode 64 published on December 8, 2022, the common thread is a passionate commitment to delivering great customer experiences.

The topics covered in the first 64 episodes run the gamut from digital technology to employee wellness to the role of marketing in the customer experience. Each guest featured on the podcast brings their unique experience and expertise to every conversation. They span the globe and share their perspectives on strategies to create smiles throughout the customer journey. They share their personal journeys, lessons learned, advice, and a little about themselves and what they do for fun.

In this post, we celebrate each guest as a special thank you for sharing their expertise.

Every episode is published in three formats: audio, video, and a blog post. The audio is available on all the popular podcast listening platforms, e.g., Apple Podcasts, Spotify, Stitcher, Overcast, Amazon, and many others. The video is embedded in each blog post and is also available on iQor’s YouTube channel.

A Look Behind the Scenes

Ever wonder what goes into producing a podcast? Before each episode is recorded, the guest and I meet to discuss and finalize the CX topic we will feature on their episode, based on their expertise and the key points we plan to cover on their episode.

I then outline talking points that we’ve mutually agreed to cover pertaining to their topic. These talking points guide the flow of the conversation during the recording. Additionally, I script an introduction that highlights the guest’s credentials.

On the day of the recording, we begin a conversation about the topic guided by our agreed-upon talking points. The only scripted part of the podcast episode is my introduction to each guest.

I end every episode asking each guest what they do for fun when they’re not working. This is my favorite question because we gain a little insight into each guest’s interests outside of their work. I never know in advance how the guest plans to answer this question, so it’s always a fun experience for me to hear their answer for the first time.

Our graphic design team takes great pride in the video production that follows each recording, going to great lengths to create an engaging experience for the audience and present the story with visually compelling elements such as video clips supplied by the guest.

With more than 60 episodes of the Digitally Irresistible podcast, we often hear that this body of content is like a masterclass in CX best practices. We are committed to continuing to publish content through the podcast that informs, educates, and inspires CX professionals to deliver digitally irresistible customer experiences.

A Masterclass in 64 Episodes

Below is the list of each guest featured from July 2021 through December 2022. I invite you to join in on the masterclass content. It will make you smile!

Episode 1: PJ Singh: The Role of Digital Technology in the Modern Customer Experience

Episode 2: Tarisse Grant-Shelton, M.Ed.: Train the Trainer Certification That Creates Irresistible People

Episode 3: Annette Timmins: A 25-Year Journey in the BPO Industry Motivated by Helping People

Episode 4: Ada Smith: How Robotic Process Automation Reduces Call Handle Time

Episode 5: Maria Castro: The Journey From Call Center Agent to Training Manager

Episode 6: Chris Holt: Leadership Development Through Training and Mentors

Episode 7: Gail McLaughlin Toti: How Visionary Selling in the BPO Industry Wins

Episode 8: Gladys Rodinas: How This Call Center Agent Advanced Her Career Through the sQholar Program

Episode 9: Troy Sanders: The Trust Building Imperative in BPO Industry Sales Success

Episode 10: Gary Praznik: The Power of Listening in Your Career

Episode 11: Flo Navarro: Non-Stop Recruiting of Irresistible Contact Center Agents

Episode 12: David Rickard: Top Trends in the Customer Experience Management Industry