“My perspective is that customers are really loyal to an experience more than they are necessarily to a brand.” – David Brain
Welcome to a special two-for-one episode of OneTAKE Live!
In this unique episode of Two — er, OneTAKE Live, host Ian Barkin has invited both David Brain, chief digital officer at SYKES, and Victor van Baal, the managing director at Qelp, a SYKES company, to speak about the launch of SYKES Digital Services and what they see ahead for the future of work.
SYKES Digital Services is a new partnership of SYKES companies dedicated to optimizing customer experiences as well as creating real digital transformation alongside partners. By leveraging all of the tech talent SYKES has accumulated over years of strategic acquisitions and focusing it on specific, customer-first digital goals, SYKES Digital Services hopes to revolutionize the way customers interact with brands.
But how do they plan on doing that? According to Victor, it will be by putting customers first and keeping them as the central focus of each digital effort. “End-user-first has been with us since we started, and it’s probably the most important value that we have. It’s something we recruit on, it’s something we measure ourselves on, it’s something we talk about with customers,” Victor explains, highlighting the need for customer-centricity in the quest for better customer experiences (CX).
“SYKES is a customer experience management company, but it’s always been at that intersection of customer service, digital, and disruption since day one,” David adds. “We’re trying to really take that legacy forward and making sure that as we do that, we are staying true to what we are experts in.”
As the president and managing director, respectively, of SYKES Digital Services, David and Victor will be ushering in a new digital age for SYKES and our partners — working exclusively on tech-based initiatives like artificial intelligence (AI), intelligent automation (IA), machine learning (ML), and any other technologies that affect CX. With two veteran tech strategists at the helm like David and Victor, SYKES Digital Services is poised to disrupt CX-as-usual through the creation of innovative, cutting-edge digital services and solutions.
Join us as we learn more about SYKES Digital Services, as well as what it will take to create outstanding experiences for customers in the future of work!