Innovation Ireland Review, the IDA’s quarterly publication, caught up with the co-founder and director of Voxpro – powered by TELUS International to talk talent, competition and the future of CX.
How is Voxpro disrupting the traditional approach to customer service?
At an early stage, we recognised that the traditional delivery of customer experience was broken and was in bad need of fixing. Too many providers were offering a one-size fits all, low-cost service and viewed customer interactions as a cost rather than a solution. Additionally, poor customer service was causing huge reputational damage to major brands.
We embarked on a journey to lead what we call ‘the CX Evolution’. That meant providing high-touch experiences to customers across a number of channels that would ultimately result in what we call ‘beautiful customer experience’. This approach has helped us partner with really exciting companies that are shaping the modern world such as Airbnb, Google, Robinhood and, most recently, Wix.
How is the Irish workforce and operation helping you to stay ahead of your competitors?
At Voxpro, we have a strong focus on investing in the right people. That means ensuring that our team members are the right cultural fit for us and for our partners. We also place a strong emphasis on the health and wellness of our staff. We believe that in order to deliver an exceptional customer experience, those delivering it must have an exceptional employee experience.
From an operational viewpoint, our Cork and Dublin centres of excellence have proved critical to both our success and that of our partners. Ireland – being a hub for some of the major tech companies of the world – affords us the opportunity to be close to the EMEA headquarters for many of our partners.
“You just have to look at the number of languages we now provide from our Cork and Dublin centres of excellence to understand the diversity of people living here.”
Has the talent pool/skills available improved in Ireland since you first established?
The fact that Irish society has become such a progressive, multicultural one means that the talent pool has improved greatly in recent years. You just have to look at the number of languages we now provide from our Cork and Dublin centres of excellence to understand the diversity of people living here. Diversity not only lends itself to increased language skills, but a workforce made up of individuals with a wide range of characteristics and experiences enables us to understand a diverse range of customers and drive innovation within the company.
“Artificial Intelligence and machine learning are a complete game-changer for the CX industry.”
What are the disruptors – both positive and negative – facing your industry?
Artificial Intelligence (AI) and machine learning are a complete game-changer for the CX industry. These new technologies are enabling companies to use chatbots and predictive analytics in order to enhance processes and, ultimately, create authentic, personalised customer experiences at scale. AI is a disruptor for positive change in CX, but only if companies are utilising it for the right reasons.
How are you approaching those?
Any company that fails to embrace new technologies in the CX industry will be left behind. However, despite the arrival of AI, it’s important that the human element of customer experience is not lost. At Voxpro, we strive to get that balance of human and AI just right. Indeed, we have carried out research in the area and found that while technology has transformed the CX landscape, consumers still want human interactions. For this reason, Voxpro deploys a balanced approach.
“Any company that fails to embrace new technologies in the CX industry will be left behind.”
What are the key opportunities/advantages for Voxpro in Ireland?
As our partner list shows, we work with some of the most disruptive tech companies in the world. As more and more of these industry-changing businesses emerge across the globe, Voxpro is ready to support them in scaling fast and to help them provide exceptional CX for their customers. We’ll continue to offer this support from our Dublin and Cork centres of excellence, locations for which prospective and existing partners alike continue to value.
How has Ireland changed as a place to work and grow a business?
Doing business in Ireland is not the same as when I started out 25 years ago. There are definitely more State supports available today and, despite the recent economic crisis, Irish banks are much more willing to talk to businesses now than they were before. However, challenges remain. The housing crisis is something we are grappling with in both Dublin and Cork and, as well as it being a massive societal challenge, it impacts investment in this country.
What is next for Voxpro – powered by TELUS International?
Through our integration with TELUS International, we now have an even greater global footprint than before with access to markets on four continents. We’ll be helping our partners expand into new locations and building on existing partnerships at our Cork and Dublin centres of excellence; all the while, forming new and exciting partnerships for the future.
An edited version of this article first appeared in Innovation Ireland Review Summer 2019 edition. Want to know more about how Voxpro scaled internationally? Check out what Dan Kiely learned along the journey. For more on Voxpro’s services, check out what some of our partners have to say about us.