EP 52OneTAKE Live: The Transformative Power of the Human Element
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OneTAKE Live: The Transformative Power of the Human Element

With Alice Sesay Pope

“I’ve always had a passion for customers, and a reoccurring theme in my career is: If you put the customer at the forefront of your strategy, your strategy will be a winning one.” – Alice Sesay Pope

In this episode of OneTAKE Live, join host Ian Barkin as he speaks with Alice Sesay Pope, the senior vice president and global head of contact centers for Visa, about the transformative power of keeping people first.

We all strive for excellence in what we do, but what does “excellence” really look like now that the working world is rapidly digitizing? Plenty of companies are focused on their customer satisfaction (CSAT), Net Promoter Scores (NPS), and even customer effort scores (CES), but with all the digital change happening everywhere you look, what’s the most valuable metric for companies looking to thrive in the new digital marketplace?

According to Alice, it’s less about the numbers and much more about putting people at the forefront of everything you do: “Even though ‘passion for excellence, service from the heart’ was something that was developed years ago, as I look back on this year, and all the challenges that the people around the world have faced … Wow.” Alice continues, “Those interactions that truly demonstrated that people care — that’s a human element. To me, those are the best, and that’s what really distinguishes organizations that deliver a great experience.”

Prior to her incredible work promoting human-centric transformation at Visa, Alice worked with several other major companies, like USAA, Capital One, and Microsoft. Her book, Transformation From the Inside Out, utilizes Six Sigma principles to provide leaders with the tools they need to begin effectively and efficiently transforming toward award-winning customer experiences (CX).

Join us as we rediscover the human element and its impact on CX in the digital age on OneTAKE Live!

Episode Resources

SYKES

Jobs.SYKES.com

SYKES Quarterly

Alice Sesay Pope’s Website

Transformation From the Inside Out (Amazon)

Guest
Alice Sesay Pope
Senior Vice President, Global Head of Contact Centers
Visa

At Visa, Alice Sesay Pope is the executive accountable for all global contact center functions, revenue, and expenses. Alice has spent more than 20 years transforming global operations and customer experience initiatives at USAA, Microsoft, Capital One, First Horizon, and Johnson & Johnson.

Alice has an MBA from the University of North Carolina Chapel Hill and Bachelor of Science in Chemical Engineering from the University of Maryland at College Park. She has an Executive Banking certification from Louisiana State University and was a member of the Harvard Business School Women’s 2019 Leadership Forum. Alice published her first book, Transformation From the Inside Out, in 2017, and was the recipient of the 2015 National Diversity Council Award.

EP52 December 21, 2020

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