Leading the Charge in Customer Service: A CEO's Journey to Revolutionising Support with Tech and Empathy

CX Diaries - with Keith Gait

Discover the future of customer service with Guillaume Langle, the visionary CEO at the helm of Konecta's UK and South Africa operations, as he unveils his journey from the automotive industry to leading a revolution in customer experience technology.
His deep dive into the symbiosis of Generative AI and human intuition paints a picture of an industry where technology empowers agents to deliver unparalleled service. Tune in to grasp how Konecta's tech-savvy approach is redefining customer support, with a keen eye on maintaining the human touch in a rapidly evolving digital landscape.
This episode is a goldmine for those curious about the ever-changing terrain of the contact centre BPO industry, brimming with insights into emerging trends and the strategic expansions reshaping global markets.
Guillaume articulates the delicate balancing act of agent well-being and client satisfaction, offering sage advice for anyone passionate about forging a career in this people-centric field.
Learn how a CEO unwinds from the rigors of leadership and the cultivation of a company culture that transcends borders, ensuring quality and consistency across a multinational enterprise. Join us for a conversation that goes beyond business, touching the very heart of what it means to lead with empathy and innovation.

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1. Leading the Charge in Customer Service: A CEO's Journey to Revolutionising Support with Tech and Empathy (00:00:00)

2. The Future of Customer Service Technology (00:00:33)

3. Future Trends and Advice in BPO (00:20:22)